Customer Experience vs. Customer Success: Explained - Help Scout - Deepstash

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Customer Experience vs. Customer Success: Explained - Help Scout

helpscout.com

Customer Experience vs. Customer Success

Customer Experience (CX)

  • Considers the customer from the very beginning
  • The CX team relies on understanding how the customers think adn feel towards the company
  • Every interaction performed whether human or digital, feeds into the understanding and devel...

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The Customer's Journey

  1. When we get a new customer to set up and optimize on a product we call this onboarding
  2. Escalations happen when we address the issues that flows over the scope the mainline customer service
  3. For the products that have a fixed but renewable rela...

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The Difference between CX and CS

  1. Location in the customer journey - Customer Experience (CX) begins before the consumer is knowledgeable that they are in the buying journey; while Customer Success (CS) places the spotlight on the post-sale time frame.
  2. Team goals - When CX contends ...

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RICK DENTION

A true customer-centric company should realize that both customer experience and customer success exist to deliver great outcomes for the customer.

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Customer Experience is not a myth. A lot of facts prove its importance is building and growing a profitable and successful company. Here are some stats to help you make better business decisions for 2022!

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Had a conversation with a Food Brand last week with a clear challenge in customer service experience. They get complaints from customers every week. After so much probing I found out they have no customer experience design and customer journey map since their formation in 2014. Sharing this article was influenced by that conversation.

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