Is offering service and creating experience to a customer same?
It is very difficult to articulate the difference. It is very difficult to convince a scholastic person and to explain to a business owner the difference between these two.
Mostly, the B school erudition treats the service and experience offering as same. The B school scholars may prove it with their entire intellectual bulk that experience is all service and experience is created by service.
Yet there is difference in subtle way. The difference is felt in our hearts and I am struggling to find ways to explain it.
Once the difference is felt by the business owners and if the focus is shifted from just service orientation to experience orientation, the structure of business and organisation will qualitatively and quantitatively change.
contributed by: sasikanth prabhu
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