Customer service means customer success these days, and as the field grows, more roles for leadership open up. Customer success leaders need strong visionary and management skills, but leadership encompasses many vital components when it comes to serving clients.
Many of the best customer service leaders started at the bottom of their organizations and know the inner workings of every part of their business. Leadership also requires the ability to scale and grow the business into the future of the industry. Here are 10 things customer service leaders do for their clients.
https://www.forbes.com/sites/williamcraig/2018/08/28/10-things-customer-success-leaders-do-for-their-clients/
Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity.
The key to scalably accelerating profitable growth is by creating truly loyal customers. And the shortest path to true loyalty is by demonstrating that the people within your company are listening. Here’s why that’s true and how to make this critical, emotional connection with your key customer contacts to strengthen relationships and drive true loyalty.
https://www.business2community.com/customer-experience/are-you-making-this-critical-connection-with-your-customers-to-strengthen-relationships-and-drive-loyalty-02103339/
In most cases, business growth occurs when customers can get the maximum value from a product or service, which is why customer success is a real indicator of business growth. But customer success cannot be maximized without creating a dialogue where feedback is captured and acted upon. At Hubstaff, this is part and parcel of who we are as a company. Creating a dialogue and learning from those conversations have been critical to our growth journey.
If our customers aren’t successful, neither are we. Here’s how we’ve streamlined our customer feedback processes at Hubstaff, helping us grow to serve over 7,000 teams around the world. And, here’s how you can do the same.
https://baremetrics.com/blog/customer-feedback-to-fuel-growth/
Listening to your customers and taking action to solve their challenges is the first essential step to Customer Success. That’s why Voice of the Customer (VoC) is a critical component to driving company-wide efforts to deliver value and happiness to clients. VoC consists of initiatives designed to capture customer insights, close the loop on feedback, and prioritize improvements to produce happy and successful clients.
https://www.gainsight.com/guides/essential-guide-voice-customer/
It’s O.K. if you find yourself questioning what the Voice of Customer really is. Sure, it has “voice” and “customer” in it. Naturally, most people would assume it’s simply a company’s effort at monitoring their customers’ experience with their product or service.
Now, this is definitely one part to it… but there is so much more!
The Voice of Customer should focus on “closing the loop” by going through all the steps of the process presented below and showing the customer that their concerns really do matter.
https://blog.userlane.com/voice-of-customer-collection-plan-for-customer-success-managers/
Established in 2001 in the Netherlands, Translink operates as the connecting force behind the OV-chipkaart. One card used for accessing all sorts of public transportation, the OV-chipkaart is an easier and more secure way for people to travel. The OV-chipkaart also allows Dutch public transportation companies to make more efficient use of capacity, resources and staff.
https://mopinion.com/translink-provides-seamless-online-experience-with-customer-feedback/
We are proud to announce that one of the largest supermarket chains in the Netherlands, Albert Heijn, now uses Mopinion’s feedback software on their website (AH.nl). Albert Heijn – also referred to as the AH or ‘Appie’, as the Dutch like to call it – jump-started its online feedback programme in June of last year (2017). Since then, they have employed various feedback forms across their website with the aim to extract valuable insights into the online shopper journey.
https://mopinion.com/albert-heijn-caters-to-online-shoppers-with-customer-feedback/
Client talk creates opportunities to help customers become more successful over time.
What really makes a difference, though, is whether or not you listen for voiced, potentially strategic opportunities.
On the other hand, do you have a short attention span when working with clients?
If so, you listen to clients for the sole purpose of achieving tactical closure on the conversation. Client care becomes just another item on your daily To-Do list, instead of a strategic imperative.
https://babettetenhaken.com/2017/10/26/client-talk-opportunities/
This week, I read an online comment that Customer Experience is a part of Customer Success.
Customer Success professionals believe customer experience is a subset of customer success. Customer Experience professionals believe customer success is a subset of customer experience.
Each discipline has its own idea.
The Customer Experience vs. Customer Success debate has been an interesting one.
So, let’s back up a bit to dive into history and where we are.
https://www.m4comm.com/customer-experience-and-customer-success-converge/
This process looks different for every organization, and in my case here at HubSpot, we shared VoC with something as simple as an email subscription. But it's critical that the final results of this customer perspective with the broader organization -- not just the customer success team -- because as I learned from the diagrams above, my team isn't the only one playing a role in if a customer stays or churns.
https://blog.hubspot.com/customer-success/voice-of-the-customer/
