Retaining and growing one’s customers is essential in any product- or service-based company. In addition, being customer-oriented brings another competitive advantage to any company. Read below to find out 5 Customer Success secrets to help you retain and grow your customer base in 2019:
1.Know what your customer wants
Customer Success is the strategy behind sustainably increasing and maximizing the customer’s and company’s value.
In order to build a long-term relationship with your customer, based on trust and loyalty, it is important to understand what do they want. Ask the right questions so that you can get familiar with what your customers need. Are they looking for speedy delivery? A superior product? A helpful customer service? A reliable service? Why are they buying your product or why do they choose to go with your competitors? Be aware of your customers’ motivation behind their purchasing behaviour so that you know how to target it.
Knowing what metrics your customers care about and what their purchasing behaviour is based on is crucial for retaining and growing your customer base!
2. Start with setting the expectations
It is not unusual that the sales team will promise the moon to potential clients! Setting expectations way too high might close the deal but could possibly lead to a lot of resentment in the future if those expectations are not fulfilled. Once your customers are dissatisfied with your services, they will simply jump ship never to be seen again. Therefore, set realistic, truthful expectations in the very beginning. Thus, you can see your retention numbers growing and churn rate dropping dramatically. Customers appreciate being told the truth and getting what they were promised.
3. Ask for feedback and take advantage of it
As you probably already know from reading our blog, we are huge fans of feedback! Ask your customers for feedback and reviews, as well as about their shopping experience and satisfaction levels with your products or services. Ask them how ypu can improve and what they don’t like about your company.
Be creative and send feedback requests in various forms, be it email, on social media or in store. Listen to what your customers have to say and respond to their comments. Be dynamic and change your business plan to accommodate for what your customers are saying about you.
4. Be proactive
It is important to not only focus on retention but also to grow your customer base. Therefore, you need to be proactive and not just reactive to any issues you might have with Customer Success. Don’t just tóuch base with your customers when there are issues, but send them survey requests proactively. However, be careful not to fall into the trap of causing “survey fatigue”, where your customers receive so many requests for participating in surveys that they start ignoring them completely.
5. Create a company culture of Customer Success
Having a Customer Success department in your company is a good start, but if you would like to not only retain, but also grow the number of your customers you will need to go beyond that. Embrace Customer Success in your company culture and your way of thinking. Teach the mentality behind Customer Success to every employee and make your company more customer-centred. Thus, Customer Success will come naturally to you and this is something customers can sense.
We hope these Customer Success secrets will help you organize your Customer Success strategy for 2019. Let us know what your Customer Success secrets are in the comments below!