People often mistake customer success for customer satisfaction. However, there’s a drastic difference between both.
Customer satisfaction is a concept centered around a company’s profits. On the other hand, customer success is all about facilitating customers with the best-suited solutions that help them achieve their goals or solve certain problems.
This is one of the main reasons why strategies deployed to ensure customer success may vary from the ones used to achieve customer satisfaction.
Here are the 5 customer success strategies that may come in handy for growing businesses to ensure lasting customer relationships.
So, without further ado.
Let’s get started.
1. Know Your Customer
Knowing your customers is the prerequisite to deploying efficient strategies. Without knowing the needs and preferences of your target audience, it’s impossible for you to come up with strategies that produce positive results.
Doing this may not be easy as 95% of marketers find it difficult to access customer insights. However, there are a few ways to be familiar with your audience’s characteristics.
Your website analytics can give you a lot of information pertaining to your current or potential customers and their interests based on how they navigate your site.
Social media is also useful to know your customers’ interests and preferences. Social media has billions of active users and 43% of them use different platforms to research their preferred solutions. All you have to do is identify your potential customers.
You can also gather useful information about your customers through online polls and surveys. You can run surveys via online communities or directly email them to prospects. This is a pretty straightforward approach that generates reliable customer data.
2. Generate Awareness
The way customers make purchases has drastically changed over the years as they don’t make buying decisions on a whim anymore.
It’s reported that 53% of customers conduct thorough research prior to making purchases. Customers of today have become more solution-focused and that makes them less susceptible to the influence of fancy brand commercials.
So, one of the best ways to attain customer success and ensure lasting relationships with your customers is to help them find solutions fitting their needs. And for that, you have to provide them with relevant information that helps them decide what’s best for them.
This will help you build trust with your customers and enable you to establish authority in your respective industry.
3. Consider Personalization
Personalization helps build lasting customer relationships as 67% of marketers say that they use personalized strategies to increase sales, engagement, and customer retention.
It’s the key to ensuring customer success as it pertains to shaping customer journeys as per their interests and requirements.
From the point of your first interaction with customers to the point of sale and even beyond, it’s essential for you to make each and every one of your customers feel special to form an unbreakable bond with them.
This is easier said than done as it demands that you keenly observe your customers’ characteristics and offer solutions accordingly.
4. Ensure Easier Reach-Outs
You’re the first point of contact for your customers when they face issues pertaining to your products or services. Even if they have general inquiries or questions, they’d turn to you for answers.
And when that happens. You have to be there for your customers at all times and make it easier for them to reach out to you.
There are many ways you can do that. But start by enabling live chat on your site. Live chat is readily preferred by customers to reach out to their favorite brands before and after purchase. Around 63% of customers revisit sites with live chat enabled. So, it’s a support option you must have.
You can also go with other customer support options such as email helpdesk, phone support, and so on. It’s all about facilitating access to relevant information and making it easier for your customers to make informed decisions.
Your goal should be to ensure that your customers can easily reach out to you in their time of need. Not only will it enable you to maintain positive relations with your current customers but also help attract new leads.
5. Entertain Customer Feedback
Not many of your customers would be comfortable sharing their feedback with you. But, when they do, don’t throw it under the rug and carefully consider their suggestions or even criticism.
Customer feedback is gold as it helps you shape your products or services into solutions that best serve the needs and requirements of your target audience. So, when your customers tell you something, it’s best that you pay heed and plan for the required course of action.
Technically, it’s your loss when you don’t listen to what your customers have to say. There’s a variety of alternatives out there. And, if your company won’t offer a viable solution to a problem, your customers would probably look elsewhere.
Continuous improvement is the key to growth and becoming a better solution than you were yesterday. And without catering to your customers’ feedback, improving your products or services would be like shooting in the dark.
It’s a Wrap
There you have it. The 5 customer success strategies for growing businesses. If you’ve been looking for ways to ensure customer success and boost your growth then try out the aforesaid recommendations and see if they work for you.