News flash: If
you help your customers, you are also helping your business!
While customer success is far from a novel
concept, it’s also the easiest to forget especially if you’re focused on
generating profits instead of genuinely helping people.
By ensuring a
good customer experience, you also afford your business the opportunity to
success, you increase customer retention rates. Also, you get to back up
marketing, sales, and other vital departments of your business.
To get a clearer
picture of an effective customer success strategy, I’ll elaborate on the top
reasons why you must implement one for your blog.
This way, you can reap the benefits of lending a helping hand to your customers.
As you try to
meet your customers’ expectations, you should always keep yourself from going
Setting the bar
too high can work against you if you are unable to maintain your performance.
So take it down a
notch and back away from over-delivery.
Know your limits
and come up with a sustainable plan that allows you to deliver the goods and
satisfy your customers.
different ways that you can go about this:
Present timelines – And always follow through!
By doing so, your readers don’t expect instant results. Instead, they learn to
wait a certain period from you before they can see resultsDiscuss problems and solutions openly -Teaching them that there are solutions
to their problems is practical. This approach also takes away pressure from
you. Rather than lean on you every time they encounter a problem, they can
simply turn to themselves to easily resolve itBe realistic -The key is moderation. As mentioned, set expectations where you
can deliver work on a consistent basis so you won’t have any problems meeting
that you represent your brand.
you interact with your customer matters.
For them to see
your product or service in a positive light, you should also approach them the
For example, you
address your customers with a friendly attitude. If so, they’re likely to
address you with a friendly attitude, too.
To make this
happen, start by . Understanding who they
are and what they want gives you a clue about how you should treat them.
Focus on providing value to
Your readers go
to your blog for value. So if you keep providing them that, you’re not handing
them a reason to leave.
shouldn’t downplay the importance of knowing who your customers. Knowing this
will help you appropriately deal with the different along the
But be determined
in moving forward with this agenda. Remember, getting hold of who your
customers are will help you figure out the kind of value that they need.
with your customers is not a one-way street.
If you think that
speaking out to them is about your message, then you need to think things
You should also
allow customers to voice out their opinions and concerns.
Some might not
have a problem with how you present your message. But you can’t say the same for
By having a
platform where you and your audience can talk, you put the focus back on the
Below are a few
ways to effectively communicate with your customers.
Use screening tools – Video conferencing
programs and live chat software are some tools that a customer success manager
gears up with.Conduct webinars -Doing so gives your customers a venue to ask questions.Step-by-step tutorials -Providing in-depth lessons on what your customers should do can
easily and quickly help them.Build better relationships with readers
If your reader
gave useful feedback, the right thing to do is to acknowledge the effort he
For example, you
can send them a thank you email to show your gratitude. By not taking them for
granted, you are nurturing your relationship.
Another way to go
at this is to offer them something special. You can send freebies or exclusive
content their way, for example.
Contribute to your customer
is difficult to measure. It’s like putting a price tag on friendship.
However, this is
only true if you don’t .
From here, you
can determine the key performance indicators (KPIs) for customer success.
When plotting out
your customer touchpoints, don’t hesitate to be as detailed as possible.
Along with the
benefits, you should also bring to light the obstacles that your customers can
blog can help ease your readers into becoming customers. That is if you can
bring them down your marketing funnel.
Better understand customer
As you aim to
help your customers succeed, you should also monitor customer health.
And a surefire
approach of monitoring customer health is to turn to the KPIs that can give you
the real deal.
Below are some of
the important KPIs to watch out for.
Customer churn rate -A low customer churn rate is a good sign. It means you’re dealing
with a low percentage of customers who choose to not renew their subscriptionNet Promoter Score -If your customers are likely to recommend you to their peers, you
should take it as a win. It means you get a high Net Promoter Score from them Rate of adoption -It refers to the number of beginners and advanced users of your
product or service over a period of timeConclusion
customer success is about making your customers feel confident that they can
rely on your brand.
If you leave them
feeling doubtful, your credibility goes down.
after, so will the number of customers you have, as well as revenue.
ignore the usefulness of a customer success strategy!
If your blog doesn’t have one yet, then it’s time to craft an effective one!