What's missing is an investment in customer success. We’ve all felt the pain of being part of some business’s process: waiting on hold, getting assigned a ticket number, retelling person after person your information and issue. It’s all about the process, and not about the people being served. This approach was built for a world where the business is in control, not the customer. Rather than trying to help you achieve success, these service teams just want to solve your case and move on to the next customer. This focuses on speed and efficiency, not the customer's needs and goals. Scale as much of this work as possible to reduce cost.Hire cheap labor to work through the tickets fast.Push customers to request help through a singular channel - like a web form.Buy a complex piece of ticketing software.If executed properly, these initiatives reduce churn rates and create opportunities for upselling and cross-selling.Ĭurrently, most customer success models look like this: It accounts for both reactive and proactive functions performed by service and support teams, ensuring customers get the most from the product or service. So it's up to customer service leaders to adapt their strategies to keep customers happy and successful - because that makes the company successful, too.Ī customer success model outlines how a company will engage with a consumer throughout their customer journey. The typical customer service playbook doesn’t take this shift into account, and that’s why most companies fail to impress the folks who pay them.īut increasing customer retention rates by as little as 5% can increase profits by 25% to 95%, and Gallup says B2B customers with high customer engagement scores achieve 50% higher sales revenues and 34% higher profitability than other companies. They want help on their terms, not yours - and they’ll leave if they don’t get it. They now have all the power, and as a result, they're demanding an entirely new level of service. Today, customers have more options than ever, more information, and month-to-month subscription models have made it easy for them to switch vendors if they aren’t happy. The last five years have brought massive change to the customer-business relationship. But keeping them happy isn’t easy, and if it seems like it’s getting harder, you’re right.Ĭustomers across all industries are asking more questions, demanding more of your time, and leaving for competition more often. They keep the lights on after all, and you worked hard to get them.
0 Comments
Leave a Reply. |