Customer Service vs. Customer Experience

Updated: Jan 26, 2020

How to find the best experiences in life—not the best services. 

Life gets busy. Between our careers, the daily demands of errands and family responsibilities, it often becomes easy to put everything else first. Sometimes, we forget to hit the ‘pause’ button, and take time for ourselves (even though we’ve earned it).

When we do finally step away to do something for ourselves—say, get our nails done, get our hair done, or go out for a meal with friends to catch up—we want to make it count. We want to truly unplug from any daily stress and revel in a moment that is totally ours, something to set that day apart from the others.

We are looking for more than just basic customer service, we are hoping for a customer experience. Although these concepts often get mixed up, customer experience and customer service are by no means the same thing. To put it simply, customer service is the standard delivery of service to a customer before, during and post purchase, such as checking out at a store or online. Think about the last time you were in a store, or receiving a service of some kind, and the employee appeared less than thrilled to be there. Were they going through the motions and doing what their job required of them enough to get from Point A to Point B? Sure. But did they genuinely want to be there? Maybe not. This is customer service, not customer experience.

Customer experience, on the other hand, is something more than just meeting basic requirements or expectations. A true experience with a business will take you from an occasional customer, to a lifelong customer. It’s about genuine relationships, not transactions. When the focus on experience is there, employees are actively working to provide you with a stand-out, memorable experience because they want to be there, they are passionate about what they do and they embrace the importance of their job. While customer service may focus on a single interaction (say, taking your money following the completion of a service) a business focused on providing customer experience will consider all aspects of your interaction with them. This includes everything you think, see, touch and feel during your experience, and any added details and features that might make a difference to you.

At Vent Blow Dry Bar, we understand the importance of this. We know the difference between simply having your hair styled for an hour, and the experience of coming to a beautiful space with your friends to catch up, indulging in specialty cocktails and leaving with a gorgeous hairstyle and experience you won’t get anywhere else. We are here to help you hit ‘pause’ and unwind with friends while experiencing attention of our carefully selected stylists that are truly passionate about what they do in a space that adds a little well-deserved luxury to your busy, day-to-day life. So, what do you think… are you ready to come vent with us?

xo Natalie