Much Ado About Customer’s Success
Oftentimes, quite a number of people have asked why there are so many paparazzi about customer’s success. Every business keeps hammering on the customer as King, customer’s satisfaction is the goal and so on…
It is an open secret that businesses need exceptional sales and marketing to be successful however, while there are a lot of customers to attract, there are also other businesses vying for the attention of the same customers.
What then is the fate of your business?
As the saying goes “the fate of your brand is determined by the faith of your customers in your brand” (Seun, 2022- it is I that said it 🥳😎)
There are no two ways about it, you are in business to solve a need and want. Customers are the determining factor.
No customer = No business
I guess it is then safe to assume that since customers are the alpha and omega of businesses, your business can only be as successful as your customers' satisfaction.
The cost of acquiring a customer is steadily increasing but the irony is that while it is hard to gain a customer, losing one is so easy it requires no effort at all… literally 🤷🏾♀️.
The only way that a business can succeed is by investing in customer success- this is what will differentiate you from the pool of other businesses.
What is Customer Success?
Before I define this, just picture a customer as that relationship that you really don’t want to let go of and you will do anything to make it work… (Got the picture?). Now go a step further and see the other people also wanting that same relationship. Now what would you do differently to stand out?
Resolving customers' complaints, envisaging a challenge before it occurs, being empathetic and providing solutions to customers' complaints are all determinants of customers' success. This keeps customers happy with the brand, retains customers and increases revenue. Customer success takes customer satisfaction to the next level!
Customer success is both proactive and data driven because while it is important to envisage the customers needs, it is more important to ask the customer what they need and how you can serve them better.
Customer feedback is a main ingredient in customers' success. This is then used to;
Resolve customers complaint
Address specifics needs of the customer
Improve brands products and services
Improve customers satisfaction
Retain customers
Generate revenue
The customer's success team is focused around what is best for the customer and how the customer can get value from the brand. The needs of the customers come first and customer success is oriented to fulfil those needs.
I guess it is now easier to understand why some brands are outstanding.
A brand that puts me first all day, everyday, is my fave and more!