The term Customer Success is on the rise. However, some companies confuse this concept with the term Customer Experience or even User Experience ( UX ) .
Thinking about the importance of applying these strategies , here I will explain each one of them in more detail, what the korea telegram data differences are and the main successful practices. Follow me!
What is Customer Success?
The Customer Success strategy is focused on customer retention , ensuring that they achieve the objective of a for it laypeople: an api analogy company’s product or service.
In short, it’s about delivering the results your customers expect . It’s that simple!
And, for you to understand if they are getting results, my Customer Success method has three pillars :
- Positive Outcome : fulfilling the promise;
- Perceived Satisfaction : ensuring that the customer is aligned and celebrating with you;
- Warm Relationship : always be close to the client in a healthy relationship, with trust and partnership.
Tip: Heart of CS — Customer Success Course
This way, it becomes much text services easier to understand when is the best time to sell a new product or service so that customers have even more success!
Sometimes, it may also happen that a customer is not ideal for success with what your company has to offer . In these cases, it is necessary to calibrate the profile of new customers with marketing and sales so that this does not happen again.
Just don’t be fooled: Customer Success is not just another department within your company. In fact, Customer Success is a philosophy for all departments !
For example: in a support request, what does the customer expect? One of the successes is that the problem is resolved within the agreed time frame , right?
So, by meeting the deadline for this resolution , you are already achieving Customer Success! After all, you are delivering a result that the customer expects . Have you ever thought about that?!
What is Customer Experience?
Customer Experience is about generating a positive impact at all touchpoints , whether physical or online, at any point in the customer journey — even before they become customers or even after.
In other words: you impress your customers, always going beyond their expectations !
So it is very important that your company thinks about Customer Experience , because this strategy ends up generating emotions and, consequently, you will be able to keep your customers satisfied and sell much more !
But what is the difference between Customer Success and Customer Experience?
Here at our Digital Marketing agency , to celebrate the results achieved by clients using one of our services, we carry out actions to delight them:
The creation of a website , for example, can be celebrated by delivering this success to the client through an experience , such as a frame with the names of all the people who participated, a handwritten letter with personalized chocolate…
This is how Customer Success and Customer Experience come together! So understand that there are differences, but also that, at times, the two strategies can come together.