Doing "service" well means being able to shower every customer with individualized attention and cater to personal interests and needs.
Doing "experience" well means being able to engage the customer in a personal encounter that exceeds expectations.
Both create loyalty and provide customers with a reason to return.
OK --- That was my brilliant Seth Godin-like thought for the night. Now for my question ... On a scale of 1 to 10, how well does your organization/company/library do either of these? Just think of the impact that libraries could make if we did just one of these well? It's has me pondering ...