You might be wondering what the difference is between customer success and customer experience. Learn about these two terms and learn why they're important in this blog post!
Before diving right into the topic of Customer success vs Customer experience let's just learn some basics like what exactly they are -
Customer success and customer experience are both terms that people in the business world often use when referring to delivering a good customer experience.
The terms have different meanings, but they are used interchangeably by many companies.
Customer success is the result of meeting customer expectations, while customer experience is the whole journey a customer goes through from first contact to satisfaction.
Customer experience means customer satisfaction, engagement and cognition.
Customer success is how a company makes the product or service better for its customers - either by improving its functionality or introducing another feature that looks to be of benefit to its users.
On top of that, there are other ways brands can meet their expectations such as driving loyalty through regular contact with their loyal customers (pre-ordering), providing exceptional quality products via additional features they may want that would make the experience even more environmentally friendly and many other ways.
Customer success should also involve continuous care for customers, making them feel supported by a company in their journey - providing advice, handholding through implementation issues or any type of assistance possible to ensure they all together all with their process which they are looking forward to utilizing.
It's like helping your clients live a better life as you see it from your perspective instead of solely focusing on their needs.
It's an important skill that should be implemented from day one to help a company avoid inexpensive issues down the line and possibly lose customers as frustration builds, cause?
you're not offering them what they need which helps them stay loyal - every customer wants additional value out of your business whether it is through personal experience or practical knowledge (for example getting better at golf etc.).
Although this may seem trivial to many companies it's an area that can potentially turn the whole business around and generate significant revenue from new customers.
Customer success and customer experience teams are two different but equally important parts of your company's marketing.
Customer success is about managing the growth, retention and profitability of customers, while customer experience is about delivering a delightful user journey to your customers.
Some important things to keep in mind when setting up a customer success and customer experience team include:
Making sure the team has the necessary expertise -
The team should have a good understanding of customer experience and first-time user flows, as well as the ability to identify and troubleshoot customer issues.
They should also be familiar with current product features and how they can be used.
Establishing clear roles and responsibilities -
Each employee should define their role and accountability, as well as understand how the team's goals are aligned with those at other departments within your company.
This allows you to collaborate on a daily basis and improve customer experience by creating clarity of roles from top to bottom.
Working with different teams -
Although it is critical that they work closely with each other, members of the customer success and customer experience team also need access throughout your company so they can communicate across development, marketing, support and sales teams.
By creating a team that can work with everyone in the business to maintain customer success, you will be able for them to respond more efficiently when customers encounter issues or have questions about your product experience.
Ensuring consistent communication -
As part of establishing clear roles and responsibilities for each member of this team on both internal operations as well as common areas such as product design and customer service improvement, it is important that they communicate.
This can be done by creating journal posts or notes to their manager so they are open and visible at all times, as well as allowing a way for any employee and customer to contact them with in-person meeting requests.
With these useful tips available you'll need the right tools on hand to help make your team better than ever!
Customer experience is a state of mind.
It's the overall feeling that your customer has towards your company and your brand.
Customer experience is more than making a sale, providing excellent service, or doing what your customer wants you to do.
It takes more effort and time but it's worth every penny and can have an effect on future sales as well.
Customer success can be achieved by making sure that customers are happy with their product or service, and when they return to the business for future purchases.
The customer experience is how a customer feels about their interaction with your company. It can be determined by everything from the quality of customer service to how easy it is to do business with you.
If you're looking to connect with contacts across your entire revenue operations (Leads, Prospects, Existing, and Churned Clients) Cliently would be a great way to engage at scale. Sometimes multiple tools can leave blind spots in who's engaging, how they're engaging, and when to engage, this is where Cliently could benefit you the most.
That's all for now! See you later with a different topic! Till that keep the conversation going in the comment section below.
