Customer Service vs Customer Experience

In Melbourne for speaking gig, I was staying at The Lyall Hotel in South Yarra, Melbourne. Excellent experience. From from the minute you pull up, the beautiful entry, the reception where they calmly ask you to take a seat, the casual conversation with the clerk, there was cool music playing, a fire gently crackling, and most of all, the people in Reception smiled. The rooms had beautiful appointments, and at breakfast a warm welcome and a casual enjoyable conversation with the staff set up the day. There's a difference between customer service and customer experience. The difference with a customer experience is how does it make you feel? Most hotels and most venues are transactional, they have customer service. They get the job done, but you have no true emotional feeling afterwards. David Avrin emphasised this point on The Mojo Sessions EP 322: when he asked: "What's it like to do business with your company?" Hear David Avrin at https://shorturl.at/mTY2l.