CUSTOMER SUCCESS; BARE MINIMUM OR 101%?
Customer success career is a classic case of; “If use is not known, Abuse is inevitable”. There is a perception that anyone can get into customer service, like it requires nothing to become a customer success executive.
But is that really the case?
This misconception is why we have had customer experience on the increase. By now, It is no news that customer success has influenced both directly and indirectly customer experience. Therefore when we have people who think being a customer success executive is the runway for a free cheque. What kind of service do you expect them to offer?
Customer Success is not a career or bare minimum instead it requires 101% and some more. While it is considered an entry position, the importance and relevance of the role in the success of any business cannot be over emphasised.
Myths and Facts about Customer success
MYTH: Invest more in marketing and advertising than in customer service.
FACT: It costs more to get new customers (from marketing) than to retain existing ones.
MYTH: Less complaints is better.
FACT: 70-90 percent of customers don’t even complain. Less complaints mean businesses are operating in the dark.
MYTH: More calls = more unhappy customers.
FACT: When customers call or complain, there’s a 50% chance of customer retention.
MYTH: Customer Experience= Customer Service.
FACT: Customer service begins when the consumer begins to interact with the company while Customer Experience begins onboarding or sale.
MYTH: Customer experience is Linear
FACT: Customer experiences are human driven, humans are emotional and face different aspects in another manner all together.
MYTH: Great Support= Customer Success
FACT: The best support is when the customer doesn’t need your support at all.
MYTH: Customer Success staff should follow specific Best Practices.
FACT: When it comes to what is best for your customer, there is no “one size fits all” playbook. Customer Success is a mindset not a recipe
Customer experience is a sustainable form to gain an advantage over competitors. To take customer experience to the next level, it’s important to reduce waiting times, optimise customer support, and offer an Omni channel experience.
While it might seem that anyone can get into customer success career, not everyone can be successful at it.
Cheers,
Seun