Customer Experience Excellence is the consistent delight a customer feels before, during and after the delivery of a product or service that comes from a genuine commitment to customer service. This is a practise for everyday business. The service mentality has seven key points that drive excellence in customer experience for which customer service within an organization should be defined and practised.

There is a difference between the terms ‘Customer Service’, ‘Customer Experience’ and ‘Customer Experience Excellence’. Customer Service is defined as the technical delivery of a product or service. This is the assistance and advice provided by a company representative for the purchase or use of a product or service. Assistance and advice can vary dependent on the kind of product or service which is being bought or used. Customer Experience is how a recipient feels before, during and after the delivery of a product or service. Whereas; Customer Experience Excellence is the consistent delight a customer feels before during and after the delivery of a product or service which comes from a genuine commitment to customer service. A commitment anchored in the core qualities of an individual makes a commitment as genuine as can be. Customers are comfortable with processes and experiences that are measurable and quantifiable.