Customer success means establishing a relationship with your clients, listening and understanding what their needs are and supporting them throughout the journey that leads to their own goals. That’s all nice and clear in theory but what are some actionable customer success tactics that actually work?
It’s easy to get lost in the fluff and talk about general concepts but, when it comes to customer success, it’s important to have a clear strategy in mind and put in place effective measures that actually have an impact on the customer journey. A well defined customer success playbook is in fact vital in order to guarantee a constant customer success driven growth.
https://blog.userlane.com/customer-success-tactics-lead-to-hyper-growth/
If we look back through history, many of the greatest technological innovations have necessitated change – especially among businesses. Take the internet, for example. The World Wide Web went live a little over twenty-five years ago and took the business world by storm. Andy Grove, the chairman of Intel even said, ‘In five years time, all companies will be Internet companies, or they won’t be companies at all’.
https://mopinion.com/top-11-best-mobile-in-app-feedback-tools-an-overview/
When a customer is dissatisfied with the overall experience of purchasing a product or receiving services from an organization, the business is highly likely to suffer a huge amount of loss in the future. It is crucial for service providers or manufacturers to find out the customer experience using various ways, such as feedback through surveys, interviews, observations, etc.
VOC (Voice of the Customer) is an organized practice to figure out the customer needs and integrate it as an integral part of the system. The benefit of incorporating the VOC tool into the existing system is that every customer feels honored and special, which inevitably encourages them to do more business with you.
There are several ways to gather the voice of the customer..
http://sixsigmafocus.com/2017/07/18/know-customer-better-voc/
There’s a lot of talk that AI is the future, but the capabilities are already being widely used and it’s not really that scary, according to CEO of technology company Sherlok, Elisa Adams.
“AI is the new solution to better understanding the voice of the customer and while it does takes expertise, it doesn’t have to be overly complex or hard,” she told CMO during a recent interview.
https://www.cmo.com.au/article/630032/using-ai-enable-more-human-understanding-voice-customer-data/
Have you ever spoken to someone so inquisitive that they ask you more questions before you’ve even finished answering the first? Or even worse, as you answer their questions thoroughly, they don’t even give you so much as a head nod to let you know they’ve understood? It is a frustrating situation to feel as though you aren’t being heard, or that your voice has gone in one ear and out the other.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-to-enhance-cx-by-acting-on-available-data/
Why you should be collecting customer feedback?
If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. Understanding how customers view your products, services and company is invaluable. It is only after you understand their point of view that you know your strengths and weaknesses.
http://customerthink.com/6-most-easily-accessible-ways-to-collect-customer-feedback/
Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it was on-track for renewal, yet one influencer of the buying decision derailed your relationship and your anticipated revenue. After that happens, it’s difficult to get another chance. It’s best to be aware of all the drivers and factors, and manage them proactively.
https://www.business2community.com/b2b-marketing/b2b-voice-customer-integrating-decision-influencers-views-01956648#yiAvqLByw3fVvcRC.97/
The ability of customers to influence smart and connected product conceptualization is growing. It will be critical that OEMs reorient their products, services, internal processes and workforce to deliver desired customer outcomes.
https://www.automationworld.com/article/topics/industrial-internet-things/amplifying-customers-role-digital-machine-technologies/
Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us? What may come to mind is an acquisition or merger or reorganization or new product. But even so, these same funders are in-play in each of these scenarios. There’s really no way to separate customers, as our ultimate funders, from any other business strategy.
https://clearactioncx.com/strategic-customer-experience-action-voice-customer/
It's fair to say companies have recognized the power of customer experience (CX). Think of the great lengths businesses have gone to provide features such as one-click ordering or same-day delivery. We at Walker predicted this in our 2013 report “Customers 2020,” in which we revealed a rise in the influence of customer experience and a decline in traditional methods of differentiation based on products and price. It appears we got that one right. CX is now widely considered one of the best ways to establish a competitive advantage.
However, it’s clear that not all companies have caught on. In particular, new research shows business-to-business (B2B) firms are not keeping up with these trends.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-B2B-Companies-Are-Falling-Behind-in-Customer-Experience-121782.aspx/
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