Gotta give credit where it’s due.
Dan Martell, a successful investor, speaker and business coach armed us with the idea.
We’re going to tell you all about it.
You have a Customer Success team or are a part of one.
You’ve got a lot on your plate, haven’t you?
You need the right tools and strategies that help reduce your problems, workload and drive efficiency. It won’t just help you, it’ll help fuel-up your customers’ journey too. After all, you and your customers are propelling each others’ growth.
You’re helping your customers succeed at their goals, you need to be proactive for max efficiency and effect. It’s a given the tools you require should help enhance customer retention, satisfaction and Lifetime Value (LTV).
From reducing churn, ensuring the best for your customer to driving revenue and growth, here are the 7 CS secrets that can get you where you and your customers aim to be:
Customer insights.
74% of customers are frustrated by irrelevant offers and marketing by brands. (Forbes)
If you don’t know how your customers think and feel about your products and services, how will you deliver on what they want? Customer insights help you understand your customers better. It also helps you personalize your products, services and experiences better. Once you gain a deeper understanding of your customer, you can help them get to the goals faster and better.
From standard demographics, segmentation to customer behavior, you should have all the data.
It’ll help arm you with better context for when you’re upselling or onboarding customers.
Co-browsing.
Your customers won’t want to wait when they want answers.
With co-browsing, your customer’s in control and you’re just guiding them towards maximum value. Co-browsing helps you navigate the platform with your customer in real-time. You watch their every click, scroll and action and jump in when they need help or get stuck.
With lightning-fast resolutions, real-time onboarding, customer retention gets better and hyper-personalized. Co-browsing offers a live-window into your customer’s motivations.
Adoption management.
You want to drive up retention and growth, reduce churn and increase your expansion revenue and LTV. The right adoption management tool will help you do just that.
Adoption management will help you track and analyze how customers/users are adapting to your product. It helps you automate important product adoption actions, enhancing productivity and reducing training and support costs in the process.
The right tool will also arm you with enhanced change management capabilities.
Surveys.
Customer-focused companies increase their revenue 1.4x faster. (Forrester)
Who doesn’t need feedback? Your customer feedback, CSAT, NPS and exit surveys etc. can help you get the answers to specific questions you have. Surveys reveal critical information that can help you identify areas of improvement and opportunities. They also help you identify your at-risk customers, and get cracking quick.
All you need to know are the right questions to ask and decipher.
Help-desk.
A help desk that’s not just for your customer, but for you too.
If higher customer satisfaction sounds great to your ears, then help-desk tools are here for you. Like surveys, help-desks can help your customers (and you) get answers to specific questions they may have, in record time. Help-desks help you offer quick and reliable support, tech or otherwise.
Help-desks can help you offer a one-stop solution for resolving recurring customer queries.
Session Replays.
If you want to watch how real, (anonymous or not) users interact with your platform, session replays are for you.
Session replays/screen-recordings gives you individual insight on how your audience interacts with your product/service. It helps you understand your customers and gain deep insights into their motivations, preferences, behaviors and various cues. It also helps you train your team to help overcome difficult situations that may arise.
Session replays can help you get deeper insights on the experience you offer.
Metrics.
Know your metrics first.
Each business is different in different ways. You need to know the impact you and your team’s efforts have on yourself, your team, your business and customers as a whole. While you may have basic metrics such as expansion revenue, usage, customer data, etc. on hand, it also helps if your team collaborates and defines the metrics of success.
Consistent review of that data can help reveal where you’re going strong and where you’re not.
Conclusion
The most important weapon you have is understanding the following statement -
Your customer wants to fulfill a goal or desire, and that’s why they’re buying what you offer.
The better you understand your customer, their goals and desires, the better your customer retention and loyalty will be. Your customer wants the value that comes from interacting with you and your brand. Have conversations with your customers.
Proactively reach out when you know you’ve got something up your sleeve that’ll benefit your customer.
Your customers will surprise you.
Hoffen’s got 4 out of these 6 secrets covered. Check it out for yourself — www.hoffen-tech.com
