BRX Pro Tip: 3 Ways to Invest in Customer Success
Stone Payton: [00:00:00] Welcome back to Business RadioX Pro Tips. Stone Payton and Lee Kantor here with you. Lee, I mentioned to you not too long ago, my daughter works for a firm in Chattanooga. They do text communications for businesses. They have people specifically dedicated to what they call customer success, and I just wanted to sort of explore that whole framework a little bit. I like that idea of customer success.
Lee Kantor: [00:00:30] Yeah. Because that really is at the heart of all businesses, if your customers aren’t going to be successful, they’re not going to be your customers for very long. So, anything you could be doing to make sure your customers are successful as quickly as possible, and then especially over time, just keep providing more and more value to them, then you are going to be part of a firm that’s growing and healthy.
Lee Kantor: [00:00:52] So, three pretty easy ways to invest in customer success are, number one, provide some ongoing support and education. You know, you want to help your customers get the most out of your products and services with, you know, tutorials, webinars, support resources, anything you can be doing to keep them educated and keep them engaged with your solution is going to be beneficial in the long run.
Lee Kantor: [00:01:17] Another thing you should be doing when it comes to customer success is anticipating and addressing their needs. You don’t really want to wait for your customers to come to you with problems, so you want to be as proactive as possible to identify any potential issues and offer solutions before they arise. I think that’s so important to really communicate and have conversations with your customers, so you can really identify what these problems are so you can anticipate them and better serve them.
Lee Kantor: [00:01:44] And then, lastly, I think the third way you can invest in customer success is if you can build community, if you can foster a sense of community among your customers by creating online forums or hosting events or encouraging interaction between your customers, that is a great way to keep your customers sticky, to have them help each other in leveraging your solution, and to help them each be successful by leveraging what each of the people in your community are doing.
Lee Kantor: [00:02:18] So, if you can get your own people, your own customers helping other customers, you’re going to be golden. That is a great sign that you have a healthy, growing company because you have a healthy, growing community that everyone’s working together behind it.
