Making a career transition may not be such a simple task. After all, you feel safe and often comfortable in the professional position you occupy. However, changes are necessary. When we think about market demands, the areas of CS and CX appear at the top of the priorities. Currently, it is practically impossible to imagine a growing company that does not consider these two areas as essential. So, for those who work with service, products or support, they need to improve. Joining the Customer Centric universe of Customer Experience and Customer Success is the best way to take advantage of what you already know and enhance your strategies and actions for customer satisfaction. What is CS and CX? Before we talk specifically about how to make your transition and career into the areas of CS and CX, it is interesting to understand the difference between them and the peculiarities of each one.
Customer Experience Customer Experience is the concept
Finland Email List that extends throughout the customer journey. The idea is to ensure that the experience is fully satisfactory, eliminating difficulties and helping to ensure that all stages are completed with quality. Customer experience refers to the entire interaction between a brand and its audience. This starts even before the purchase, in the lead research and consultation process, and continues until after-sales. A good CX strategy can guarantee: Loyalty; Improving brand reputation; Increase in sales from referral; Improvement in customer satisfaction metrics. Customer Success Customer Success, in turn, is the strategy that comes into action after the acquisition of a product and/or service. After “the customer goes home with the product they purchased” the CS professional comes into action.
The CS must ensure that the customer achieves the expected results with the solution sold by the company. More than that, the customer also needs to advance stages of using and enjoying the product/service. Some of the benefits of this strategy are: Improvement in customer relationships; Anticipation of problems; Decrease in the churn rate; Identification of opportunities; Possibility of upselling. The important thing is to understand that the skills of a CX professional are aimed especially at a strategic perspective and a more delicate approach, aiming to understand and meet the customer's needs in a more appropriate way.
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