Customer service departments exist to help customers succeed with their company’s products or services. Sometimes, for this reason, companies rename their service departments as customer success departments. And there’s no harm in that!
But, despite being closely related, customer success and customer service are actually two distinct concepts! When a company’s CX strategy fails to account for the differences between these two terms, then the strategy (and the customers’ experiences) can suffer.
So what distinguishes customer service from customer success? What’s the relationship between the two? And how can companies integrate both into their CX strategies and support processes? Find the answers to those questions and more in this month’s featured article by Aaron Thompson.
Many companies (and even some CX leaders) mistakenly conflate customer experience with customer success. They're actually two distinct concepts. Understanding their differences can have bold implications for your CX strategy, and help solidify your company's market positioning.
Our curated list of practical knowledge to help you hit the ground running.
Personalization at Scale: It’s Not Just A Marketing Concept!
Personalizing customer experiences can be challenging. Personalizing them at scale can feel overwhelming, but it shouldn't. In this article CX pro Mary Poppen details an actionable strategy to scale personalized interactions.
Modern companies have so many options for collecting and analyzing customer data, they need ways to organize and categorize it all. Here we discuss four larger categories of customer data, and show how each contributes to better CXs.
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