Customer Success in 2020
LinkedIn released its 2020 Emerging Jobs Report earlier this month on December 10th and just like last year, Customer Success made the list with 34% annual growth in the United States.
This is an incredibly exciting time to be in Customer Success and to grow with this industry. Companies — big and small, in the U.S. and around the world, in tech and in non-tech — are realizing the power of investing in customer success and how it can improve customer experiences.
That’s not to say that there’s isn’t more to do. If anything, there is more to do. But it’s all good— I’m always down for a challenge.
As much as companies are realizing the value of customer success, so are consumers. Not only do they have higher than ever expectations for customer experience, but they have a much better eye for it.
But how can we continue to make better customer experiences in 2020?
Well, if 2019 has taught me anything, it’s to do these three things:
- Stay Curious: Explore what other companies are doing. During this holiday season (when you’re not as stressed and distracted by work), look around and think— were you pleasantly surprised (or perhaps not-pleasantly surprised) by a product or service experience that you had? What about the experience made it that way?
- Learn from Others: Ask questions! As I mentioned in the Gratitude post a couple of weeks ago, the Customer Success community is incredibly welcoming and generous with their knowledge so just reach out and ask how other leaders have tackled a similar challenge. Doesn’t matter whether they are in the same industry or they have a larger team size, ideas can still flow and be bounced around!
- Ask your Customers: Sounds simple, but thanks to this growing awareness of the power of a good customer experience, customers are inclined to help you shape their experience into a better one — all you have to do is ask!
Looking forward to another amazing year and of course, feel free to reach out to me if you ever want to nerd out about Customer Success! Always happy to :)
