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Customer Experience is the sensory, cognitive, affective, and behavioral client feeling towards the treatment receiver through all stages of service from pre-purchase, purchase, and post-purchase. Customer Success, on the other hand, is a strategy by sellers aiming to help clients achieve their projected outcomes from purchasing the service or product purchased and is a relationship-focused strategy.
For Customer Success, there is more concern on the practices that may improve the proactivity and value of interactions with our customers. In contrast, Customer Experience is mainly concerned with customer satisfaction by providing the best services.
Customers feeling the importance of interacting with the seller is facilitated by Customer experience where they may learn new and exciting things from sellers. In Customer Success, the customer needs to feel the value of interacting with the service provider by noticing business improvements and the further success resulting from the service they sort.
Customer Experience is mainly centered on how customers feel and perceive their satisfaction with the service or product they purchase. In contrast, Customer Success is based on value addition or gain as observed from the business interaction and also on the noticed change or efficiency in their businesses.
The objective of Customer Success is mainly to help the customer achieve their goals in a certain field. On the other hand, Customer experience enhances individual touchpoints through the customer’s journey.
Incorporating both Customer Success and Customer Experience together helps an organization retain the customers and keep them happy and satisfied with the services received. A customer experiencing both CS and CX in the same organization will tend to stick to the organization’s services, since they achieve their goals and feel satisfied and happy with the process of achieving them
Whenever you’re ready… here are 3 ways CSM Practice can help you build, optimize, or scale your Customer Success practice:
1.) Subscribe to our CSM Practice newsletter: Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. – Click Here
2.) Join The Customer Method™️: It’s our business strategy mastermind program where smart small business owners and startup executives learn proven strategies to increase customer lifetime revenues by improving product adoption, enhancing the value proposition, and scaling their customer-facing operations. Apply today to join!
3.) Work with our Team in Private: If your business is struggling to keep your customers and increase their lifetime value over time, and you would like to quickly turn things around. Apply to work with our team in private, simply submit this short form and let us know your key challenges in working with clients, and what you’d like us to work on together, and we’ll send you more details
