Do you know the difference between customer experience and customer service and which happens when? Customer service is when something goes wrong, customer experience however is a much bigger umbrella protecting every interaction with clients in your business. It's everything from how you answer the phone, respond to emails, what it feels like to physically be in your office and certainly what happens when they need to use their policy (see file claim). It's a much more proactive approach to engaging with your clients that will ultimately breed a level of loyalty that's hard to imagine. That's what Ryan talks to Joey Coleman, New York Times best selling author, about the number one secret to making sure your clients don't leave. Want to see Joey live, Elevate 18 is already sold out, but come hangout in Cleveland anyway and maybe people will be selling their tickets on the street. Connect with Joey: joeycoleman.com Buy Joey's Book: Never Lose a Customer Again LinkedIn Special Thanks to Safeco for being a Diamond Sponsor   P.S. Elevate 18 is still sold out, don't worry there's always next year.