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Customer Success

With 80% of a company’s future revenue coming from just 20% of its existing customers it’s essential that customers area always at front of mind when developing the strategy for the growth of your business.  No matter what size your business is, you need to make sure your customers are placed at the heart of it. Like sales assistant in a shop, you should be helpful but not harass customers whilst they are browsing. Retails has really got it right. We are familiar with loyalty cards to reward those loyal customers, engagement through social networks to get that all important customer feedback and the level of personalisation, e.g.: greeting customers by their names on the website or storing their payment details.

1 – Get their feedback.

Customers want to feel valued so get their feedback on your product. This way you and ensure you are building something that customers actually want to sue and it improves the user experience. Set up focus groups for customers to meet your developer team. This provides them with their invaluable feedback and the customer with technical advice and tips. Show their feedback has been incorporated by keeping them up to date with the latest product updates and enhancements.

2- Personalisation

Customers want to be treated as people, not just another number. Personalised levels of customer service should be rolled out across every channel from email, to the website to social media. It should reflect previous conversations you’ve already had to show you are listening to what they are saying. This level of dedication provides a mutually beneficial relationship between the customer and business.

3 – Use the information you have

Business analytics are offering an increasingly useful way to engage with your customers and develop the relationship. With a CRM system in place you have all the information about each of your customers at a touch of a button, an incredibly useful tool to help you tailor communications to them.

4 – Customer service

A dedicated customer success team can ensure your customers really get the most out of your product. With each customer assigned a dedicated manager, a programme tailored to their success can be put together. An understanding of the customers markets and strategies can provide the insight you need to make sure they get the most out of your product. Working with a dedicated customer success team can provide customers with that one-on-one time to talk through their use of the product and any issues that they may have. Provide your users with a knowledge base so they can find tips, best practise and case studies. As well as a customer service desk to get help.

5- Reward loyalty

When customers take the time to provide feedback or help with marketing activity and speak on you behalf make sure you are rewarding them. Acknowledging that they are taking time out of their busy schedules to help you out. Whether it’s a swag bag, gift box or the chance to try new parts of the product, make sure you show you appreciated them.

Customer service is the responsibility of the whole company, not just one single team. Every team needs to interact with customers and collaborate with each other to ensure they are delivering a unified response.