Customer service is not the same as the customer experience. Customer service is one interaction, usually on one channel, out of many.
Taking the holistic view is important. What does the whole experience look and feel like?
One great customer service experience, in and of itself, will not make up for ten bad product failures.
What, then, is customer experience? In its simplest definition, it is (a) the sum of all the interactions that a customer has with a company over the course of the relationship lifecycle and (b) the customer’s feelings, emotions, and perceptions of the brand over the course of those interactions.