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Customers are the lifeblood of any prosperous business, and ensuring their happiness is key to the success of a business. We gathered from our customer support team the tips that are their secret sauce to success. Customer success.
Steve Jobs once said: “Get closer than ever to your customer. So close, in fact, that you tell them what they need well before they realize it themselves.”
Since there’s a good chance you’re reading this from some kind of Apple device, Steve knew what he was doing.
In this article, we’re going to provide you with the secrets to customer success that no one told you, the secret to client onboarding, and the secret to getting them to stay there.
Discover the tips and tricks you never learned in school, but will graduate you to, dare we say it…success!
We all know that CS and onboarding are essential in today’s competitive business environment. Customers are the lifeblood of any prosperous business, and ensuring their happiness is key to the success of a business. CS is about creating long-term relationships with customers and providing them with the products, services, and experiences they need to achieve their goals. It involves understanding customer needs and helping them achieve their desired outcomes, while also providing a positive customer experience. It’s about building loyalty, trust, and satisfaction, and ultimately, increasing customer retention and profitability.
But do you know how to do this successfully? How to really go beneath the surface and get them to say yes…Every. Single. Time?
We gathered our CS team and bribed them with all the chocolate milk they could drink, and told them to spill. Here’s what they said:
Getting personal isn’t creepy
Good CS can be achieved by keeping detailed records of the personal information customers share. This includes noting down facts such as holidays they are taking, concerts they plan to attend, or family members in other cities. In subsequent customer interactions, this information can be referenced to create a personal connection, making customers feel valued and appreciated.
Research matters
Using knowledge of the customer’s interests to your advantage can be a great trick for success in customer relations. By taking the time to research and identify what they are passionate about, you could then share relevant articles or content to show you are listening and that you care. This can be a powerful way of building a stronger relationship with the customer and showing them that you are invested in their success.
Drop the formalities
By establishing an easy way to communicate with customers early on, good customer success can be achieved. Asking customers which communication platform they prefer, can ensure that there is a quick and efficient way to get in touch when needed. Utilizing more casual forms of communication such as Slack or WhatsApp can help reduce the formality of emails and ensure a more collaborative partnership.
Documentation is key
Documenting all calls and customer service-related information is essential in ensuring a successful customer experience. This way, even with a high turnover of customer service staff or changes within the organization, customers don’t have to start from scratch. Going over notes from prior calls before the next one allows for a smoother handover and less leakage.
Relationship status
Cultivate a relationship with the point of contact, champion, or users manager. Staying in contact with them through informal channels like Whatsapp or Slack, and providing updates on how the product is being used, its return on investment, and customer satisfaction can help ensure customer success.
Research again
Gaining good customer success often starts with doing some research beforehand. Gathering knowledge of the business and the people you will be talking to can help make what you are discussing more relevant to them. Knowing their website, organization, and even their work and personal career goals can help you determine how your product can best help them. And a little Facebook stalk never hurt anyone.
It’s not you, it’s me
An effective trick to achieving good customer success is to share personal things that remind you of your clients, such as when you come across something in your day-to-day life that resonates with them. This helps to show that you are thinking of them and care about them.
The goal of customer success and customer onboarding is to ensure customer satisfaction and success with their products and services. It’s not just about upsells and renewals, it’s about building strong relationships with the people on the other end of the line. Showing that you care and forming relationships with customers is key to keeping them loyal and returning for more. Everyone’s a winner when this is achieved.
Frequently Asked Questions
What is customer success (CS)?
Customer success is about creating long-term relationships with customers by providing them with the products, services, and experiences they need to achieve their goals. It involves understanding customer needs, helping them achieve their desired outcomes, and providing a positive customer experience. The goal is to build loyalty, trust, satisfaction, and ultimately, increase customer retention and profitability.
What is the role of client onboarding in customer success?
Client onboarding is the process of introducing new customers to a company’s products or services, setting them up for success, and ensuring that they have a positive initial experience. This process is crucial for customer success, as it sets the foundation for the ongoing relationship between the customer and the company.
How can I create a personal connection with my customers?
Creating a personal connection with your customers can be achieved by keeping detailed records of the personal information they share, such as their hobbies, interests, and family members. In subsequent customer interactions, referencing this information can make customers feel valued and appreciated.
Why is research important for customer success?
Researching your customers’ interests and preferences allows you to better understand their needs and show that you are invested in their success. By sharing relevant articles or content based on their interests, you can build a stronger relationship with the customer and demonstrate that you care about their well-being.
How can I maintain an efficient communication channel with my customers?
Establishing an easy and preferred way to communicate with your customers early on is important for efficient communication. Utilizing casual forms of communication like WhatsApp, rather than formal emails, can help promote a more collaborative partnership.
Why is documentation important for customer success?
Documenting all calls and customer service-related information ensures a successful customer experience. This way, even with staff turnover or changes within the organization, customers don’t have to start from scratch. Proper documentation allows for a smoother handover and helps maintain continuity in customer support.
How can I cultivate a strong relationship with my customers' point of contact or manager?
- Stay in contact through informal channels: Utilize platforms like WhatsApp or Slack to maintain regular communication with the point of contact or manager.
- Provide updates: Share information on product usage, return on investment, and customer satisfaction to keep them informed about their progress.
- Be proactive: Address any concerns or issues promptly to demonstrate your commitment to their success.
- Offer personalized support: Tailor your assistance to the specific needs and preferences of the key decision-makers and users within your customer’s organization.
- Build rapport: Engage in casual conversation and show genuine interest in their personal and professional lives to establish a deeper connection.
How can sharing personal experiences help in achieving customer success?
Sharing personal experiences that remind you of your clients can show that you are thinking of them and care about their success. This helps build stronger relationships with customers, which ultimately leads to increased loyalty and retention.
