Companies have evolved customer measurements as well as the entire customer journey. It has occurred to us at ASP that it is confusing to many of our members. This report attempts to sort through the relevant issues, provide more clarity on those issues, and make a few recommendations.
For starters, these are not all the same things. Customer satisfaction and customer effort are essentially metrics. The customer experience and customer success are journeys that your customers go through while using your products and services. It can definitely exacerbate the confusion factor when they are used almost interchangeably. They are not interchangeable!