Friday, June 24, 2011

Customer Service vs. Customer Engagement

I am always surprised by how many businesses confuse the concept of Customer Service and Customer Engagement.  When I inquire about Customer Engagement strategies, their minds subconsciously make a word swap and they begin telling me about their latest and greatest customer service initiative.  I am not sure why this happens, but when it does, I give them the following analogy to open their minds.