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  4. Der Unterschied zwischen Customer Experience und Customer Success

Der Unterschied zwischen Customer Experience und Customer Success

Jedes Unternehmen verfolgt das Ziel, seine Kunden glücklich zu machen. Nur dadurch können sich moderne Anbieter in der heutigen Zeit die Treue der Verbraucher sichern. Aus diesem Grund arbeiten viele Unternehmer daran, einen Kunden dauerhaft zufrieden zu stimmen. Diese Vorgehensweise bezeichnet man in der Fachliteratur als Customer Experience. Sie sollte dabei jedoch nicht mit dem Customer Success verwechselt werden.

 

Während sich der Customer Success lediglich mit der Steigerung der Kundenzufriedenheit zu einem bestimmten Zeitpunkt beschäftigt, verfolgt die Customer Experience langfristige Ziele. Die zentrale Herausforderung ist dabei herauszufinden was die Kunden wollen, bevor diese es selbst wissen.

Customer Experience vs. Customer Success

Beide Methoden verfolgen einen grundsätzlich unterschiedlichen Ansatz, um die Zufriedenheit der Kunden zu steigern. Im Allgemeinen wird die Customer Experience als Technik verstanden, die sich mit der vorausschauenden Reaktion auf die Interaktionen der Verbraucher beschäftigt. Dabei soll durch die Erfüllung sämtlicher Erwartungen sowohl die Zufriedenheit als auch die Treue der Kunden erhöht werden.

Aus diesem Grund weist die Customer Experience eine hohe Ähnlichkeit zum Customer Success auf. Dabei gibt es jedoch einen entscheidenden Unterschied. Im Rahmen des Customer Success versuchen Unternehmen sicherzustellen, dass ihre Kunden den größtmöglichen Nutzen aus einem Produkt ziehen können. Dabei wird dafür gesorgt, dass die Verbraucher alles haben, um das Produkt zum aktuellen Zeitpunkt umfassend zu nutzen. Dazu gehören vor allem der technische Support sowie umfassende Bedienungsanleitungen für die Produkte.

Die Customer Experience hingegen beschäftigt sich mit proaktiven Verfahren und betrachtet die Kundenbeziehung als Ende-zu-Ende-Beziehung. Dabei steht das Unternehmen mit jedem Kunden in direktem Kontakt und muss auf dessen Bedürfnisse konkret eingehen, statt sich an eine breite Masse zu richten. Im Idealfall ist das Unternehmen in der Lage, die Gefühle, Bedürfnisse und Ziele des Kunden vollständig zu verstehen und ihre Handlungen dementsprechend auszurichten. Diese Informationen ermöglichen eine intensive Kundenbeziehung und gewähren diesem zu jedem Zeitpunkt eine ganz besondere Erfahrung.

Gemeinsamkeiten dieser beiden Ansätze

Obwohl beide Ansätze sich in vielen Punkten unterscheiden, verfolgen sie dennoch das gleiche Ziel. Aus diesem Grund zeichnen sich sämtliche bisher erfolgreich durchgeführten Beispiele durch einige übereinstimmende Charakteristika aus.

Der Erfolg dieser Maßnahmen wird nur dann ermöglicht, wenn diese ihren Ursprung direkt an der Spitze des Unternehmens haben. Die gesamte Organisation muss sich dem Konzept verschreiben, sonst behindern sich einzelne Abteilungen und Standorte gegenseitig. Aus diesem Grund muss sichergestellt werden, dass das gesamte Unternehmen hinter den Maßnahmen steht.

Weiterhin ist es notwendig, dass ein Unternehmen der besonders intensiven Beziehung mit den Kunden eine ebenso hohe Bedeutung zumisst wie der Kunde selbst. Aus diesem Grund müssen die zentralen Aspekte der Beziehung zu den Kunden und den Mitarbeitern nach Außen kommuniziert sowie öffentlich zelebriert werden.

Letztlich betrachten erfolgreiche Modelle den Kunden nicht länger als externen Einflussfaktor. Stattdessen werden sie als variable Vermögenswerte betrachtet. Dadurch kann die Pflege der Kundenbeziehung als werterhaltende Tätigkeit betrachtet werden. Sie ist dadurch mit der Wartung von Maschinen vergleichbar. Ebenso wie bei Wartungsarbeiten müssen Unternehmen auch bei der Pflege der Kundenbeziehung eine Möglichkeit finden, um den Vermögenswert optimal zu erhalten. Aus diesem Grund ist es notwendig, einen zentralen Weg zu schaffen, um den Kunden zuzuhören und ihnen eine geeignete Antwort zukommen zu lassen. Insbesondere ist es wichtig, das Feedback der Kunden einzubeziehen und diese Vorgehensweise offen zu kommunizieren.

 

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