Customer Service Versus Customer Experience: What’s The Difference…And Why It Matters

Reblog article: September 24, 2015 by Bruce Jones, Programming Director, Disney Institute In case you’ve missed it, the term “customer experience” is everywhere in business these days. In fact, some experts have declared that focusing on the customer experience has become the single most important factor for an organization to achieve business success—creating a significant …

Creating a Welcoming & Connected City: 311 Youth Engagement Program

A few weeks ago I posed a challenge to my Philly311 Customer Service Programs and Engagement Strategist, Amanda V. Wagner: Create a program that encourages young people to be civically involved. Amanda leads the Philly311 Customer Service Programs and Strategies Unit which is responsible for Philly311’s customer service innovative programs and communications. She was excited …