Customer success is a fairly new thing. It’s so crucial to the success of a business that many experts now consider it a methodology for achieving growth. But that’s not all, CS has become a top priority for many businesses. According to statistics, over 72% of businesses say that improving customer success has become their number one focus.
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The goal of customer success as a business growth methodology is to create loyal-repeat customers instead of one-time ones. It works to ensure that customers achieve their desired outcomes while using the product or service offered by a brand.
List of Best 8 Customer Success Strategies
While customer success is a great business methodology, it demands proper strategies to yield ultimate results. Without those strategies, it could end up not being effective enough. To make matters worse, many businesses are ignorant about them hence they never fully benefit from this critical methodology. The good news is that we’ll let you in on each one of them in this post. Without further ado, let’s get started with the strategies;
1. Build Brand Awareness and Trust
Brand awareness and trust refer to when customers become aware of a brand and gain trust in its offerings.
Now customer success begins long before the prospect buys the product. It is important to note that the most important stage in the sales funnel process is the first time a prospect comes across and engages with your brand. It’s this stage that will often make it or break it. Statistics show that 57% of customers make a buying decision as soon as they become aware of and engage with a brand. They also show that 81% of buyers buy based on trust.
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2. Customer Acquisition
Customer acquisition is an important part of the customer success methodology. After all, it’s through this process that a business can acquire customers to please. To excel in customer acquisition, you need to constitute a competent sales and marketing team that will attract as many customers as possible. You also need to offer quality and price your products or services competitively. To learn more about how to go about the process of attracting customers to your business, read this quick customer acquisition guide.
3. Set Up a Team To Help Customers Select the Right Product or Service
When you offer many products or services, each of which is suitable for a specific need, educating your customers about them ensures that they choose what’s ideal for their specific needs. It ensures that they achieve their desired outcomes, using your product or service.
4. Ensure Quality
Without offering quality, your customers may not achieve their desired outcomes, using your products or service. After all, products or services generated without quality in mind never guarantee satisfaction. A great way to ensure quality is to create a serious quality assurance team that’ll ensure that your offerings are of the desired quality.
5. Know Your Customers’ Needs
Customer success entails more than just ensuring that your customers achieve their desired outcomes while using your product or service. For example, according to Hubspot, it also involves anticipating your customer challenges or questions and proactively providing solutions and answers.
Study the needs of your customers first before rolling out a product or service. I learned this crucial customer success strategy a few weeks after opening my general retail store. When I started, I didn’t quite understand, properly, my customers’ needs. I gained an understanding of those only after buying inventory that ended up not selling fast enough.
A particular category of stock that didn’t perform well enough was washing powders. You see washing detergents come in various quantities. These are mainly small sachets of a few dozen milligrams and large containers of a few hundred milligrams of content.
Since my shop was located in a low-income area, the majority of my customers are people who are sort of just getting by. As such, they can mostly afford stuff in smaller quantities.
Because of that, the small sachets of my washing detergents ended up selling faster than their larger quantity equivalents, which unfortunately formed most of my washing detergent stock.
6. Communicate Your Value Regularly
When it comes to effective customer success strategies, there’s something called value realization. It’s when customers approach your brand with a value expectation, engage with the product or solution and then realize the value they are looking for. Now, VR leads to customer success and increased loyalty from your customers.
While your brand may offer the very value customers are looking for, your customers might not be aware of it if you don’t communicate that value regularly. Generally, buyers have a not-so-accurate perception of your value as a brand. It results in low customer satisfaction and failure. Your customers may have been disappointed many times before by other brands. As such, they may have a false notion that all brands are the same as far as value goes.
7. On-Board Your Customers Conveniently
Convenient onboarding of customers is a crucial strategy for customer success. For starters, onboarding refers to all activities involved in introducing a new customer to your brand.
Chances are that your customers want to start using what you’re offering right away. As such, you can enable them to get set up and engaged with the product conveniently, bettering their chance of success with it.
Here’s where a good onboarding app can go a long way. Offering one will increase your customers’ perceived value of your brand and the likelihood of them coming back again.
GuideCX, ChurnZero, Pipefy, Rocketplane, and Onboard are reliable customer onboarding software any of which you can consider. Each software piece has an average user rating above 4.6 stars.
8. Gather Feedback
Gathering feedback gives you a clear picture of how your customers are using your product or service to achieve their desired outcomes. Keeping an open line of communication enables them to reach out directly through their preferred method at any given time. It also helps to respond personally to their feedback as it encourages further feedback, strengthening the relationship between the brand and customers. Finally, it’s a great thing to invite feedback as this will encourage more people to give their opinion about your product or service. That way, you’ll know what needs to be done to make it better, increasing customer success.
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Statistics show that customer success has become a top priority for many businesses. More than 72% of businesses globally now take this critical business growth methodology very seriously.
Customer success entails a series of actions or practices to ensure that customers achieve their desired outcomes while using the product or service offered by a brand. These actions or practices include; building brand awareness & trust, and developing an effective customer acquisition strategy. They also include setting up a team to help customers select the right product or service from your brand, ensuring quality, and knowing your customers’ needs. Communicating your value regularly, onboarding your customers conveniently, and gathering feedback are also among those steps or practices. With that said, good luck with your customer success strategies, using the eight strategies above.