What does ‘customer service experience’ mean?

Customer service experience refers to the interactions a current or potential customer has with a brand. Since customer service takes place before, during, and after a purchase, the customer’s service experience can fluctuate positively and negatively at each touchpoint. 

Forward-thinking brands put a great deal of effort into the customer service experience. Ideally, ensuring that no matter the communication channel, every customer is attended to in a thoughtful, timely, and above all else, helpful manner.