Customer Experience (CX) and Customer Success (CS) are two interrelated yet distinct concepts in the realm of customer service and satisfaction. Both are important for businesses to consider when it comes to their customers.
Customer experience refers to the overall experience a customer has with a business, including every touchpoint and interaction they have, such as the product or service itself, customer service interactions, website usability, and more. The goal of focusing on customer experience is to create positive experiences that lead to customer loyalty, retention, and advocacy. It encompasses the entire journey of a customer with a company, from awareness to post-purchase.
Customer success is more focused on the long-term success of the customer. This involves helping customers achieve their desired outcomes, such as improving their business processes, increasing revenue, or reducing costs. The goal of customer success is to create a mutually beneficial relationship between the customer and the business, where the customer is successful and the business is able to retain the customer over time.
While both concepts are important, customer experience is more focused on the immediate satisfaction of the customer, while customer success is more focused on the long-term success of the customer-business relationship. However, both are important for creating a positive and sustainable business-customer relationship. Basically, CX is about creating a positive overall impression, while CS is about ensuring that customers are getting the most value out of a product or service. However, both are important for creating a positive and sustainable business-customer relationship.
Companies that prioritise both CX and CS can establish a competitive advantage by providing an exceptional customer experience and ensuring customer success. A positive CX can contribute to customer success, and customer success can lead to a positive CX.
At Glu we believe success today depends on how relevant and invested you are to your customer throughout their journey. And, in today’s uncertain climate, where the purchasing habits of buyers become more sophisticated and demanding, Customer Experience has become more crucial. Yet, there’s still a big gap in the experience that businesses provide.
If Customer Experience is not on your list of priorities, you will certainly get left behind! Get in touch!