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The experience the customer encounters at your facility shouldn't be a mystery. Sure, all organizations should care deeply about customer service, but do they really think about the customer experience? This may lead you to ask, "Isn't the customer experience the same thing as customer service?" I used to believe this as well, until I started thinking about how to achieve a customer experience. Is there a correlation between how an organization serves their guests vs. how the guest feels about the organization?
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