We're all familiar with the term customer service. Anyone who has had an issue with a product or service has likely dealt with the customer service department that provided it. Generally the interactions only happen post sale, for issues or questions about the product.
On the other hand, customer experience encompasses every touchpoint a customer encounters throughout their journey with your company. It goes beyond seeking help; it includes everything from initial awareness to the content they engage with before becoming a customer. It's the holistic adventure.
To illustrate the distinction, consider Dorothy from "The Wizard of Oz." She represents a potential customer, and her journey helps illustrate the difference between customer experience and customer service.
