Customer Success is such a simple concept but more often than not it is done wrong. The way you help your new customers succeed is one of the most important aspects of owning a business. And if you want those customers to have a great experience and keep coming back, you need to enable them to succeed from the very beginning.
Here are 3 practices that you can implement to help your customers succeed:
Know Your Customer’s Goals
Ask them what their business goals are, and make sure that you quantify them. It’s important to get an understanding of their needs because the problem can become complex pretty quickly and understanding their goals simply makes solving their problem the main focus.
People often expect that great customer service requires constant communication and up to date information. This turns into us watching our email to respond in record time. We’ve found that the best way to make your customers happy is being easily available through other means, such as webchat and text messaging, but it is also providing clarity. The best way to provide clarity is to clearly define their goals and what you will do to help them and walk them through how you will achieve that goal with a timeline.
Review, Review, Review
The final step is so important. Constantly review with your customers what has been done, and what needs to be done. This provides you the ability to pivot if the situation has changed and allows them to understand the amount of work you are doing for them to solve their problem
Doing these three things is a great way to start building a stronger customer success experience for your customers. With these steps you’ll start to find out that you need a good way to organize all of your clients and the communications with those clients. If you’re wanting to get more clients and have their business in the long term, talk to one of our FreshLime Gurus about how you can get started today with our customer connection platform.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!