CX

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4 02, 2020

Customer Experience vs. Customer Success – Similarities and Differences

By |Categories: ASP, ASP Blog, Customer Experience, Customer Success|Tags: , , , |

The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.

14 08, 2019

Improve Customer Experiences by Understanding What Users Want and Need

By |Categories: ASP, Customer Experience, Customer Satisfaction, Support, User Perspectives, User Wants and Needs|Tags: , , , , , , |

The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise. This article describes the factors that affect customer satisfaction and experience levels.