One of the most widely known concept, yet comparatively unknown and inexperienced to most marketers and organizations. According to a Digital Adoption Report, it is estimated that “More than 60% of organizations realized customer success as a formalized field in the last two years, until then relying on third-party consultants and experts to define their business strategies”.
Customer Success or often referred to as “Customer Buy Success” is a proactive art of creating a seamless experience for customers to achieve their potential desired outcome or reactive support through business interactions by making the entire customer journey objective and resolution-led.
Bain & Company defines – “Customer Success initiatives when collaborated with key management principles can lead to an increase in profits of a company by 95%”.
Difference Between Customer Success And Customer Service
To understand the difference between these two terminologies, we’ve to understand what customer success used to mean earlier and how it got transformed into the next version 2.0.
Earlier customer success focused on mitigating the management related risks and improving the customer’s overall journey.
However, the updated version of customer success recognizes customer experience and success as and beyond a growth engine where customer needs and value may vary according to businesses. Thus, adopting a more comprehensive, cross-functional approach that is customer-focused and aligned to improve the customer’s overall journey and retaining the customer simultaneously.
Mission & Objective – The vital difference between the two terms based on mission and objective are:
Customer success is concentrated on investing within the long-term, building the lifetime value of consumers through consistent support and investing in their business as if it were their own.
On the opposite hand, customer service focuses on winning the one-time transaction. Helping a customer in need who has issues with their account, the software, or any function that involves your business.
“Your customer makes their own success. By accepting that, you put the customer first.”
— Brian Gladstein
Approach – Customer success is concentrated more on empowering customers to succeed together with your product or service within the future, instead of solving issues within the short term.
Meanwhile, Customer service is your second acquisition test behind actually acquiring that customer within the first place, making it an important role within the success of any given customer or company.
Focus Areas & Metrics – In essence, customer success teams are focused on helping customers achieve greater value and are genuinely seeking to enhance their business. Success teams specialise in preventing conflict from happening, giving customers the facility to enhance their business, and developing systems that help customers to seek out continual success.
Whereas, Customer Service or Support roles generally fall into conflict resolution, responding to tickets, answering phone calls from struggling customers, and responding to all or any customer concerns.
Customer Service can be regarded as the baby steps to help in the overall customer success journey. Without customer service, customer success is null and void. If you’re a new customer buying a product from a company, you’ll likely need or expect the after-sales support or services in one way or another.
Why Customer Success Is Important?
The first interaction with customer support or service is going to be critical in determining their propensity to continue doing business with you.
In a study published in 2010, it was calculated that – “82% of consumers would bail on a corporation after one negative experience with customer service.”
While “51% of consumers will never return to a corporation after having a bad experience in customer service.”
Not only will one bad experience cause people to leap ship and test other brands, products, and services, but it often also seals your fate: losing the customer permanently.
“Until you know what it takes to achieve success from your customers’ perspective you will just waste valuable time.”
— Jason Whitehead
Customer Success is crucial to any business as bad customer service will have a reach twice as huge as a good experience, but it will take 6 times your good and positive experiences to make up for that bad one.
Customer Success is not only about the communication strategies but also the business processes you induce to keep proving your business value to your customers.
As it is often said, it can either “make your business or break your business.”
How Do You Succeed in Customer Success?
There are various ways or elements that businesses opt to succeed in Customer Success ranging from developing a solution-based platforms to team building models to improve the customer’s overall journey and experience.
Here are some of the points that you can implement to succeed in Customer Success:
1. Solution Focused Approach – In order to manage all your communications and interactions with your customers and business clients, you’ll need to build and implement a solution-focused customer success approach for your team to communicate all business interactions with existing or potential clients. These solutions can be anything ranging from software or tools required to connect to your customers in real-time and ensuring fast response, resolution, and success is derived to keep your customers happy.
2. Team-Building Approach – To manage all your business interactions, you’ll also require a team or group of people having knowledge with the customer success field to assist the existing customer base and potential new customers. The number of employees you hire will largely depend upon the size of the organization you have and how many customers you serve daily. Team building approach will not only drive your business to profits but also ensure customer experience, success, and service all at one time.
3. Formulating Strategies – One of the crucial most factors in deriving customer success is how as a business you formulate or bring about the strategies to build a larger customer base and simultaneously ensuring ROI and profits. The strategies will solely depend upon the services/products you sell and provide and what is it customers desire from your business or offering.
One such strategy plan as an example is shown below:
- Identification of customer’s end goals and objectives
- Establishing a team-building approach
- Implement a solution-focused approach to interact and communicate with customers
- Identify your short-term and long-term goals with a set of expectations
- Estimate your strategy and share with your larger team to get everyone on the same page
- Analyze the output responses/results you get from implementing the above strategies
- Edit/Modify based on above results to further grow your business
4. Customer-focused approach – A customer-focused approach or strategy will not only help your business and team to effectively manage but will also help you in assisting your customers, ensuring the already-set expectations are met and aligned as per your customer. It also focuses on dynamically building your business as per customer needs that are ever-changing in nature to let you evolve your business and not dissolve.
“Smart companies have realized that customer loyalty is the most powerful sales and marketing tool that they have.”
— Bill Price
5. Educating and Spreading Awareness with your Customers – By recognizing and anticipating your customer needs prior to what they expect and ask will help in ensuring the sustainability of your business. With the help of a solution-focused approach, you’ll not only provide better resolution but will also retain your customers. By creating a knowledge platform for your customer, success will be assured.
6. Improving Customer Journey – As a business, you can onboard your customers with various guiding steps or knowledge to ensure a seamless journey throughout. It is a great way to delight and make your customers happy by providing various pieces of trainings, tools, resources, and knowledge platform they require to start with.
7. Better Communication within departments and team – You can ensure smooth and noise-free communication within your departments and team to help and route your customers to the appropriate position. Proactive and Reactive support based solutions like enabling chat-bots or secure messaging to customers to help with their queries.
8. Promoting Customer Loyalty – A business can ensure loyalty by providing customers with delightful and positive experiences so that customers feel satisfied and come back to buy your product or service. An effective royalty or loyalty program giving customers discounts/benefits can help your customers to sustain and retain your business.
How to Measure Customer Success?
A well-run customer success program involves many parts of a corporation’s overall success journey. As such, there’s a spread of knowledge that will help organizations measure the worth of their customer success initiatives.
The initial lines are needed to be focused on the measurement value gained by the customer. A customer that knows what proportion they’re taking advantage of their usage from your product or service is extremely unlikely to keep customers moving up the worth path.
Here are some of the tools or techniques you can use to measure customer success:
1. Customer Success through KPIs (Key Performing Indicators) – There are a variety of the ways through which you can measure and assess the success or failure of a customer success program, i.e. – through Key Performing Indicators (KPIs). Whichever KPI your business uses, it’s important to stay in mind the importance of measuring value delivered to both customers and the organization.
2. Customer Success through Churns – Churn in simple terms means, if you’re willing to spend ‘X’ amount of value in deriving your product cost, then you’ll definitely require ‘Y’ value to spend on retaining your customer.
Customers come, customers go—it’s an unfortunate state for any business but a reality and necessary part of any business. As a performance metric, though, customer churn is often highly useful in understanding the explanations why customers churn, it will help your business to measure on why customers retain from the service you provide to them.
“Customer success is about more than delivering service or support.”
— Bill Price
3. Customer Success through Net Promoter Score (NPS) – For any organization, the extent to which its customers would recommend their product or services is a crucial metric, which gets measured with the help of Net Promoter Score.
NPS measures this sentiment or part of customer’s feedback and provides an aggregate score for companies to keep an eye on which further analyses which part of your customer will provide a negative, positive, or neutral feedback. This often helps you in projecting potential new customers and customers who are no longer part of your services or products.
4. Customer Success through Customer Effort Score (CES) – CES or Customer Effort Score is a method used by organizations to measure a customer’s perceived level of ease at various points throughout the customer journey to understand the level of loyalty your customer offers to your brand or offering.
CES also helps in building a new customer base, retaining existing clients, and overall sustaining your business.
While “Customer Success” as a term and a movement might be relatively new, however, most of what’s covered in this definitive guide of 2020 certainly isn’t new. What’s new in this point around is that it has each of those things we as a customer do, the tactics businesses create to build a new customer base, and roll up under the umbrella of Customer Success.
Not just the organization of the Customer Success initiative, but the overarching Customer Success concept within a corporation is all about having the whole organization aligned around this idea of customer experience, success and service.
I believe through this guide, you’ll create initiatives or invest in technology to form each of these items thereon, and if you are doing so you’ll be happier than if you didn’t, but without a top-down list from the organizational alignment or rallying around Customer Success will fail to require hold during a real and meaningful way.
4 Best Practices to Create a Visually Compelling Website
Our digital world places immense emphasis on first impressions, and nowhere is this more prevalent than on your website. As the digital embodiment of your brand, your website serves as a handshake, a greeting, and often a pivotal deciding factor for potential customers and partners.
A staggering 94% of users will bid adieu to a website if they find its design subpar. It’s not just about functionality or the speed of loading; the visual appeal of your digital space plays a pivotal role in retaining visitors and building trust.
This highlights the undeniable truth: a website is no longer a mere digital address but a critical brand ambassador. Crafting it thoughtfully is non-negotiable in today’s competitive landscape.
Prioritize Consistent Branding Across Platforms
Branding extends beyond an emblem or a memorable slogan; it’s a unified story told across all your online interfaces. While your website is foundational, it’s merely one element in today’s interconnected digital realm.
For instance, social media platforms have evolved into potent avenues for businesses to amplify their presence and connect with their communities. However, this expansion means your brand is under consistent scrutiny. A consistent visual brand ensures that whether someone is visiting your website or scrolling through their Instagram feed, they’re met with a familiar and trustworthy identity.
Take Instagram, for example. It’s not just a platform for pretty pictures; it’s an opportunity to express brand identity. Many brands are striving to uncover one-of-a-kind Instagram fonts to use on their Stories, Reels, and posts, not just to stand out but to resonate with their brand’s voice and identity.
Such practices emphasize the need for consistency. When your website’s design language matches the content you put out on social media, it creates a harmonious and recognizable brand presence that’s hard to forget.
A picture is worth a thousand words, they say, and in the realm of web design, this couldn’t be truer. The visuals on your website serve a dual purpose. They capture attention, and more importantly, they communicate. Whether you’re a budding eCommerce business showcasing products or a blogger sharing travel tales, the images you choose can either elevate or diminish your content.
While stock photos are convenient, there’s undeniable value in original ones. They bring a touch of authenticity, offering a unique perspective that stock images might lack. However, it’s more than just selecting apt images; it’s about their optimal display.
High-quality images might be pleasing to the eye, but their large size can impede your site’s speed. Optimizing these images for the web ensures that they load swiftly without compromising on their quality. This fine balance ensures that your visitors get the best visual experience without any frustrating wait times.
Even the most visually appealing website can fall flat if visitors find it a maze. Our digital era has redefined our threshold for waiting. If users don’t locate what they seek swiftly, they’re likely to shift focus. A user-friendly layout, clear menu categories, and strategically positioned call-to-action prompts can be game-changers.
Think of your website as a neatly arranged shop. Every item is methodically placed, high-demand products are within easy reach, and there’s a direct route to the payment desk. In the same vein, your website should smoothly navigate visitors from their initial entry to the endpoint, be it a purchase or a newsletter subscription.
And with a significant chunk of web traffic coming from mobile devices, ensuring your website is responsive and looks just as good on a smartphone screen as on a desktop is paramount.
Colors aren’t just decorative elements; they’re communicators. Each shade invokes a sentiment, whether it’s blue’s tranquility, red’s vigor, or yellow’s hopefulness. In website design, tapping into this emotional resonance is pivotal.
Selecting the ideal color scheme isn’t merely about personal preferences. It’s centered on harmonizing with your brand’s ethos and meeting the expectations of your intended audience. For instance, a website focused on meditation and mental wellness might lean toward cooler, calming colors, while a sports brand might opt for bolder, more dynamic shades.
Equally important is ensuring readability. No matter how engaging your content is, if it’s hard to read against its background, your message is lost. Contrasting colors can help ensure your content pops and remains legible.
Building a visually compelling website is a blend of art and strategy. While aesthetics play a critical role, understanding the user’s journey and ensuring a seamless experience can elevate your brand’s digital presence. Effective design marries beauty with functionality for maximum impact.
As you embark on or reassess your web design journey, remember these practices. In the era of digital technology, your website frequently serves as the initial point of contact for potential customers encountering your brand. Make it count.
The Changing Landscape of Dallas Traffic: Tips and Insights from a Leading Auto Accident Lawyer
Dallas, known for its rich history, bustling business districts, and lively arts scene, has experienced rapid growth over the years. As the city has expanded, so have its roadways, accommodating an increasing number of vehicles and drivers. With this growth comes the challenge of ensuring safety on the streets, given the evolving traffic conditions.
Historically, Dallas was designed with broad streets and spacious thoroughfares, ideal for the horse-and-carriage era. Fast forward to today, and the city grapples with the challenges of urban expansion and a booming population. These changes have brought about an increase in traffic volume, making Dallas’s roads busier than ever.
One significant concern arising from these traffic dynamics is the surge in accidents. Distracted driving, often due to mobile phone usage, speeding, and impaired driving, tops the list of culprits. The unpredictable Texan weather, with its sudden storms and occasional wet roads, further complicates the situation. For those unfortunate enough to be involved in accidents, the guidance of an auto accident lawyer serving Dallas can be invaluable, helping navigate the complexities that follow a crash.
Dallas is a bustling metropolis, and its roads bear testament to its vibrancy. The sheer volume of vehicles and the unpredictability of traffic make safety an imperative for every driver. Avoiding the city’s notorious rush hours is a wise choice. Early mornings and late afternoons, typically from 7-9 AM and 4-6 PM, see a surge in traffic. By planning trips outside these hours, drivers can not only enjoy smoother commutes but also significantly reduce the risk of minor collisions and stressful driving situations.
The weather in Dallas can be a game-changer. From intense summer heat waves to sudden thunderstorms, conditions can shift rapidly. On such days, extra caution is essential. Slow down, increase the distance between vehicles, and always use headlights in heavy rain or fog. A well-maintained vehicle is less prone to malfunctions, so regular check-ups, especially of brakes and tires, should be a part of every driver’s routine.
But perhaps the most crucial aspect of road safety in today’s digital age is resisting the urge to use mobile phones while driving. Texting, checking notifications, or even making calls without a hands-free system can be dangerously distracting. Numerous accidents have been attributed to such lapses in attention. By simply putting the phone away, drivers can substantially increase their safety and that of others on the road.
Experiencing a car accident can be a jarring event, often leaving individuals in a state of shock or confusion. Nevertheless, the moments immediately following the collision are pivotal from a legal standpoint. The first and foremost concern should always be the well-being of all parties involved. If possible, move to a safer location away from traffic to prevent any further incidents. Once everyone is safe, it’s imperative to document the accident scene meticulously.
This includes taking photos of vehicle damages, any visible injuries, skid marks, traffic signals, and the overall scene. Such evidence can be invaluable when piecing together the events leading up to the collision.
Seeking medical attention is the next crucial step. Even if injuries appear minor or non-existent in the immediate aftermath, certain symptoms may manifest hours or even days later. A medical evaluation not only ensures one’s health but also provides a documented record of injuries directly linked to the accident. This can be instrumental when pursuing a claim.
Once the immediate concerns are addressed, it’s advisable to consult with an auto accident professional. Legal nuances can be intricate, and having an experienced advocate ensures that victims are not shortchanged in any settlements or dealings with insurance companies.
Such a professional can offer insights into potential compensation avenues, guide victims through the often complex legal processes, and advocate fiercely on their behalf. An informed approach, combined with expert guidance, can make the recovery journey smoother and more just.
Dallas, with its sprawling urban landscape and diverse populace, is a testament to modern growth and development. The city’s roads, reflecting this dynamism, are always bustling, with vehicles of all types weaving their narratives. However, this vibrancy brings with it inherent challenges. As traffic increases, so does the potential for mishaps. But the beauty of a city like Dallas is its ability to adapt and innovate.
Being informed is the first step in navigating these challenges. This means not only understanding the rules of the road but also being aware of the unique quirks and patterns of Dallas’s streets. For instance, being cognizant of areas known for high pedestrian activity or understanding the timings when school zones are active can lead to safer driving decisions.
Moreover, proactive behavior doesn’t end with just the driver. It extends to the vehicle itself. Regular maintenance checks, ensuring that brakes, tires, and lights are in optimal condition, can significantly reduce the risk of accidents. A well-maintained vehicle responds better in emergency situations, offering that split-second advantage that could prevent a collision.
The journey to safer roads in Dallas is a collaborative effort. It demands mindfulness from drivers, proactive city planning, and a community that values the safety of its members above all else. With these combined efforts, Dallas can look forward to a future where its roads are emblematic of safety, order, and shared responsibility.
Why Consider Refinancing Your Car Loan: Factors to Keep in Mind
Is your car loan making you feel like you’re pushing a boulder up a hill every month? You’re not alone.
But there’s a lifeline: auto refinance bad credit. It can be the parachute that turns your financial freefall into a smooth landing. Refinancing isn’t for everyone, but knowing when and why to consider it can make a difference.
Remember the feeling of getting stuck in a traffic jam? Your original loan can be like that, immovable and frustrating, especially if you secured it with high-interest rates. Refinancing can act as an alternate route when interest rates drop or your credit improves, freeing you from financial gridlock. It allows you to swap your existing loan for a new one with a lower interest rate. It’s as if you’ve just discovered a new shortcut to work that shaves 20 minutes off your commute.
Imagine driving a manual car for the first time. It can be nerve-wracking, right? Well, loan terms can be just as tricky to handle. Refinancing allows you to switch gears. You can afford more significant payments and want to reduce the loan term, ultimately saving you money. Or you may need to extend the loan term to make monthly payments more manageable. Refinancing can tailor your loan to fit your current needs, like adjusting the seat and mirrors in a new car for a more comfortable drive.
People sometimes have a tight budget due to unforeseen circumstances. High monthly payments can add to the stress during these times, like a car making strange noises but still demanding premium gas. Refinancing allows you to decrease your monthly payments by opting for a longer loan term. Though you may pay more interest over time, the immediate relief it provides could be worth it, akin to driving a bit slower to ensure you reach your destination safely.
In the auto world, small features, like a heated steering wheel in the winter, can make a big difference. The same goes for loans. Some refinancing options come with perks like deferred payments, a grace period, or no prepayment penalties. These may seem like small benefits, but they can make loan management easier and more comfortable, much like those extra car features you never knew you needed until you had them.
Switching lanes too quickly on the highway can sometimes lead to an unfortunate collision. Similarly, diving into refinancing without considering the fees and potential costs can be a mistake. Transaction fees, prepayment penalties on your existing loan, and other associated costs should be considered. It’s essential to do the math to ensure that the overall savings outweigh these costs.
Refinancing your car loan could be the financial maneuver you need to regain control of your budget. From breaking free of high-interest rates to redefining your loan terms for better manageability, there are various reasons why it may be a suitable option.
With any financial decision, weighing the pros and cons is essential to ensure you make the right choice for your unique circumstances. And remember, just like you wouldn’t go on a road trip without a map, don’t embark on refinancing without doing your homework.
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