Customer Success and Business Success: The Ties That Binds
Overtime we have established that there is a direct correlation between customer success and business success.
A business that offers subpar customer experience could have that best product and it still would not be able to attain its full growth potential.
For most customers; all that it would take is one bad experience with your product, bad customer support and they may decide to boycott the business. I dare say that although a customer might be irate when they encounter issues with a product, the final decision to boycott a brand depends on the customer's experience with the customer success team.
In a world where there are endless options and alternatives, businesses need to go over and beyond to ensure customer satisfaction and sustain business growth. So how does a business go over and beyond? The simple yet not so simple answer is to invest in customer success.
Why Customer Success?
Any business that hopes to optimise customer experience, retain customers and even make them ambassadors while also maximise business success should invest in customer success.
It is not rocket science!
It has become increasingly difficult and expensive to acquire new customers. Knowing this, the best and next available option is to keep existing customers highly satisfied making them ambassadors that bring on more customers. Viola!
Customer Success improves customer experience, builds customer loyalty and ensures that the customer gets the best of your product and/or services and this would definitely reflect on the business success.
Customer success in a business;
Reduces churn rates thereby increasing customer retention
Increase in sales and revenue
Generates a good brand Image for the business.
A common mistake most businesses make is they assume and trivialise the position of customer success team in the organisation. I guess it is good to remember that one bad customer experience can bring to naught a million dollar advertising and branding strategy.
A great customer success team is a must have for any successful business venture.
Cheers,
Seun