Talk with Tim
Got questions about Customer Success? Ask Tim. Tim Conder is Vice President of Customer Success here at Bolstra, and has a wealth of knowledge he’s chomping at the bit to share. Ask him anything about how to get from your current state to an organization with best practices geared specifically toward helping YOUR team get YOUR customers to reach THEIR goals. Tweet #TalkwithTim or click here to submit your question.
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What is the biggest customer experience mistake you see companies making?
The biggest customer experience mistake is not making customer engagement / success a priority. This includes:
- focusing solely on the single sales transaction,
- failing to follow up with the customer, and
- not understanding the customer’s goals with the solution (why did they buy?).
These mistakes lead to loss of value for the customer and churn. With a positive experience, they will more likely renew and also become advocates for your business.
It is important to be available, but even more important is being proactive. We shouldn’t wait until the customer reaches out to us, or calls out an issue. How much better will their experience be with your solution if you are the one to call them or fix an issue they didn’t even know they had?
To be proactive at Customer Engagement, you should be asking yourself:
- How much thought have I given to the steps that are required to ensure my customer is successful in achieving an outcome?
- Can I articulate their key areas of responsibility and delivery?
We should be able to articulate the steps and timeline that will lead to their success. This is key to earning a customer’s trust.
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Furthermore, understanding customer needs at different points will ensure your team is adequately prepared to show empathy and right-size relationships with additional services. Here’s a list of 5 categories of customer needs that encompasses most of what your customers could use help with:
- missing skill sets
- inadequate depth of experience
- competing demands
- inability to manage change
- cost of ownership
We recommend that teams routinely take time to brainstorm needs which will help your team increase their level of empathy, in addition to creating new levels of service that will address your customer’s unique needs.
There’s more where this came from. Keep the questions rolling!