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In the business world, you will hear about customer experience and customer success. There is an agreement that success is part of the experience. Although they play on each other, they are different, but how? In this article, the difference between the customer experience and customer success will be discussed.
When someone says “Customer Experience” they are referring to the overall experience from walking in or viewing to receiving the product and trying it out. There are several steps when it comes to the customer service experience that does play a part in the overall customer success.
Customer Experience
For instance, when you decide you want to do online shopping or the website you are visiting has an online chat, online food ordering, customer support phone call, or physically dealing with the product itself. Each action has a series of experiences that go along with it. The series of experiences is what needs to be positive for the customer.
Having an excellent support team and customer success software can guarantee an exceptional customer experience. In order to provide that an outstanding training and team must be in place. Think of it as customer experience is what you do that is proactive from beginning to end for the customer. You can also check Dixa.com which is an excellent site for managing your customers and giving them an awesome customer experience.
The experience is something that can be difficult because one method may not work for all. So, analyzing from all angles gives the advantage. You want your business to benefit from the result of this experience in a positive way because this will ensure customer retention.
For example, if the customer service representative is helpful and friendly upon greeting the customer, the initial experience is positive. If this continues even after inquiries, switches, changes, add-ons, up-sells, and fitting then this is another positive experience. Now, the final stage is checking out. If this experience causes no distress to the customer, then you have another positive experience. Last but not least is the customer testing the product. If this experience is positive, you have successfully completed a positive customer experience. But if any of those experience are not up to par for the customer, it is possible that there may not be a “success” after the interaction.
Customer Success
Just because the experience has been achieved does not mean that it equals success. This is where a great customer success software would come into play.
The difference between customer experience and customer success is the latter words of both. An experience is what you go through; success is the result of an action paying off. The experience is based around numerous actions and experiences, while the success is the accomplishment.
Customer Success is the end result of the Customer Experience as explained above. This success determines if you have a new loyal customer or if you have lost a customer. This can also go against your customer churn, which is a metric used to determine how your customer reacts to your business strategy. They can either continue to be a current customer or they can discontinue their need for your business. There are ways to have a decent beginning experience and still have a customer success.
Completing the checkout quickly and with ease as well as following up to ensure the customer has received all the information or items they inquired about is key here. If listening skills were used during the interaction then additional services or products can be added at this time.
In conclusion
The answer to the question what the difference between customer experience and customer success is, it is the process. The experience is a complete A-Z process that requires going above and beyond. The experience is implemented so that there can be customer success at the end of a transaction.
Author Bio: Adrian Rubin is a freelance writer and Philly photographer.
