News flash: If you help your customers, you are also helping your business!
While customer success is far from a novel concept, it’s also the easiest to forget especially if you’re focused on generating profits instead of genuinely helping people.
By ensuring a good customer experience, you also afford your business the opportunity to grow.
Through customer success, you increase customer retention rates. Also, you get to back up marketing, sales, and other vital departments of your business.
To get a clearer picture of an effective customer success strategy, I’ll elaborate on the top reasons why you must implement one for your blog.
This way, you can reap the benefits of lending a helping hand to your customers.
As you try to meet your customers’ expectations, you should always keep yourself from going overboard.
Setting the bar too high can work against you if you are unable to maintain your performance.
So take it down a notch and back away from over-delivery.
Know your limits and come up with a sustainable plan that allows you to deliver the goods and satisfy your customers.
Here are different ways that you can go about this:
- Present timelines – And always follow through! By doing so, your readers don’t expect instant results. Instead, they learn to wait a certain period from you before they can see results
- Discuss problems and solutions openly -Teaching them that there are solutions to their problems is practical. This approach also takes away pressure from you. Rather than lean on you every time they encounter a problem, they can simply turn to themselves to easily resolve it
- Be realistic -The key is moderation. As mentioned, set expectations where you can deliver work on a consistent basis so you won’t have any problems meeting it
Always remember that you represent your brand.
Therefore, how you interact with your customer matters.
For them to see your product or service in a positive light, you should also approach them the same way.
For example, you address your customers with a friendly attitude. If so, they’re likely to address you with a friendly attitude, too.
To make this happen, start by knowing your customer. Understanding who they are and what they want gives you a clue about how you should treat them.
Focus on providing value to readers
Your readers go to your blog for value. So if you keep providing them that, you’re not handing them a reason to leave.
Again, you shouldn’t downplay the importance of knowing who your customers. Knowing this will help you appropriately deal with the different challenges of knowing a customer along the process.
But be determined in moving forward with this agenda. Remember, getting hold of who your customers are will help you figure out the kind of value that they need.
Communicating with your customers is not a one-way street.
If you think that speaking out to them is about your message, then you need to think things through.
You should also allow customers to voice out their opinions and concerns.
Some might not have a problem with how you present your message. But you can’t say the same for the rest.
By having a platform where you and your audience can talk, you put the focus back on the customer.
Below are a few ways to effectively communicate with your customers.
- Use screening tools – Video conferencing programs and live chat software are some tools that a customer success manager gears up with.
- Conduct webinars -Doing so gives your customers a venue to ask questions.
- Step-by-step tutorials -Providing in-depth lessons on what your customers should do can easily and quickly help them.
Build better relationships with readers
If your reader gave useful feedback, the right thing to do is to acknowledge the effort he made.
For example, you can send them a thank you email to show your gratitude. By not taking them for granted, you are nurturing your relationship.
Another way to go at this is to offer them something special. You can send freebies or exclusive content their way, for example.
Contribute to your customer journey
Customer success is difficult to measure. It’s like putting a price tag on friendship.
However, this is only true if you don’t map out your customer journey.
From here, you can determine the key performance indicators (KPIs) for customer success.
When plotting out your customer touchpoints, don’t hesitate to be as detailed as possible.
Along with the benefits, you should also bring to light the obstacles that your customers can face.
Remember, your blog can help ease your readers into becoming customers. That is if you can bring them down your marketing funnel.
Better understand customer insights
As you aim to help your customers succeed, you should also monitor customer health.
And a surefire approach of monitoring customer health is to turn to the KPIs that can give you the real deal.
Below are some of the important KPIs to watch out for.
- Customer churn rate -A low customer churn rate is a good sign. It means you’re dealing with a low percentage of customers who choose to not renew their subscription
- Net Promoter Score -If your customers are likely to recommend you to their peers, you should take it as a win. It means you get a high Net Promoter Score from them
- Rate of adoption -It refers to the number of beginners and advanced users of your product or service over a period of time
Remember, customer success is about making your customers feel confident that they can rely on your brand.
If you leave them feeling doubtful, your credibility goes down.
And shortly after, so will the number of customers you have, as well as revenue.
Therefore, don’t ignore the usefulness of a customer success strategy!
If your blog doesn’t have one yet, then it’s time to craft an effective one!