Realizing the importance of customer experience (CX) is one of the most critical factors that define the pathway to success for any business. Great quality products and services are undoubtedly necessary. However, they’ll lead you nowhere if you don’t have a customer experience strategy and design to satisfy each individual who interacts with your business.
According to Forbes, digital customer service has become the storefront to many businesses around the world. This trend, that combines human behavior and technology, has enhanced our ability to adjust to difficult situations. Also, many companies see digital as the only way to conduct business in 2020.
As you come up with specialized marketing strategies to please your clients, you may have stumbled upon terms like customer success as well as customer experience. Although these are often used interchangeably when referring to clients, there are distinct differences between the two. Let’s discuss what these two are and why customer success vs customer experience is a trend among marketers.