You Hold the Key to Customer Success


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Your product is out on the market for a reason. It’s there to enhance someone’s life in one way or another. While your ultimate goal is to make money, you still provide your customers with a working service (er…well, hopefully).

Your customers rely on you for this product. If they are confused at how to use it, they’ll ask you for help. If it breaks, they’ll ask you to fix it. And, if you’re lucky, if they love your product so much, they’ll share it with the world. Not too shabby, aye?

It all comes down to this:

YOU are fully responsible for the success of your customer with the product you sell. Everyone in the company plays a role in the success of the customer, from the CEO to the newest Tier 1 representative.

See that key in the picture up there?

You hold that key.

When a customer reaches out to you for assistance, you either give them the key or you don’t. Sometimes, you drop the key but you’ll always pick it back up. Sometimes, you may find the key doesn’t fit. Thank goodness there is a never ending supply of keys to choose from.



And, sometimes, you’ll find people who swallow the key, thinking that they must keep the success all to themselves.

With each interaction you have with a customer from here on out, remember, you hold the key to their success with your product.

Holding the key means different things to different people. Here is what holding the key to the customer’s success means to me:

  • Taking ownership of the customer’s issues
  • Working to resolve the customer’s problem
  • Listening and learning from the customer
  • Showing empathy and giving honest answers regarding the situation
  • Providing a unique, productive and awesome experience for the customer

On your next interaction with a customer, with every word you say and action you take, picture yourself handing over a key. The customer may say not say “thank you” but you know that your mission has been accomplished.

Customer success truly does begin with YOU!

Have a wildly successful weekend!

P.S. Don’t forget to join the Communicate Better Blog Book Club! Click here for information.

Republished with author's permission from original post.

Jenny Dempsey
Jenny is Consumer Experience Manager for Apeel Sciences and FruitStand with more than 15 years of customer service experience. She is co-founder and a regular contributor on


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