Share what you know with millions of people
Focus is the best place to turn what you know into remarkable content
Peggy Carlaw
Executive VP,
Impact Learning Systems
45 points
Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies develop and implement customer service strategies to improve the customer experience. Their consulting services and training programs help organizations create a customer-focused culture while producing measurable business results ...
Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies develop and implement customer service strategies to improve the customer experience. Their consulting services and training programs help organizations create a customer-focused culture while producing measurable business results. Peggy is also the author of three books published by McGraw-Hill including Managing and Motivating Contact Center Employees.
» read more
» read less
July 26, 2011
selected a best answer for
June 24, 2011
Peggy Carlaw
and
10 other people
answered this question
How do you differentiate between customer service and customer experience?
Customer service includes my interaction with the customer service or sales representative or a self-serve option. Customer experience on the other hand represents an entire experience with a company from the feel of the brand (think Apple vs Microsoft), the product and its performance, the ... more
May 5, 2011
answered this question
April 20, 2011
answered this question
