Companies are changing the way they think about their customers.
Now, instead of focusing just on customer support, they are looking toward customer success. Instead of addressing your customers reactively, businesses should think more long-term by being proactive.
Help Achieve The Customers Goals
In other words, instead of just answering emails, phone calls, and complaints you should become your customers’ partner and use your products and/or services to assist them in achieving their goals.
As a result, you provide your customers with much more value and contribute to their customer success to keep them coming back to you for future purchases.
Customer Support is about experiences! In fact, 85% of customers will pay more for a better customer experience
Let’s take a look at the Ingredients of The Customer Success Formula:
- Design experiences with proactive engagement
- Use conversations to support your customers
- Identify the important metrics
- Use feedback to improve retention
- Build a Customer Success Team
- Invest in the right software!
Why It Matters
Your customers aren’t obligated to keep coming back to you especially if there is a product or service out there that does the same thing with a brand that better connects with them.
Just remember that your customers are so much more than the money that they pay, and their expectations of your business and how they are handled have skyrocketed. Customer success is far cheaper than acquisition and it lowers your churn rate substantially!
So in order to succeed at it, you must build a trustworthy and emotional connection with your customers that address their needs.
Check out this blog for more information on the Customer Success Formula!