How Customer Success Can Help Grow Your Business

17 December 2019

You might have commonly heard an age-old proverb- ‘the customer is always right’. Even though this statement us very old, it still resonates today in our modern economies. This is because satisfying a customer and customer success is at the heart of any business.

Customer Success is not a narrow term. Rather, it stands for all interaction and engagement that a consumer has with your brand and product/service at all levels. This means right from Marketing to Sales and After-Sales. All the experiences together are cumulatively focussed on attaining customer success.

In this article, we will look at why ensuring customer progress is so important for any business. We will also look at how technology and software have enabled businesses to accurately fulfill customer success parameters for their brands and products.

Customer Success: Meaning and Definition

In recent years, business software that helps brands fulfill customer success is helping businesses contribute directly to profits and revenues. While there is no one standard definition of customer success, we have tried to create one for you-

“Customer Success is the process of creating positive and meaningful relationships with your consumers that encourage them to fully explore your brand, product, and services. It is also a process, which has at its heart, a desire to improve the longevity of commercial transactions and understand the evolution of a customer’s wants and requirements.”

Every brand, which utilizes a customer success strategy, wants the customer to feel like they are successful post purchasing a brand’s product. Think of all the automobile advertisements, which you have seen on YouTube. All of them have a highly successful executive who is well-groomed and dressed come out of his office and drive the car.

When it comes to customer success, it is important to remember that in addition to the usefulness of the product, it is also the experience, which matters. This is where the entire journey of the customer becomes important. It is also equally important to remember the period of engagement.

Is Customer Success Essential to growing your Business?

It is important to note that we live in a world where customers have access to information. From the web to social media pages, everyone is doing research all the time. An informed potential customer is more likely to evaluate his options and choices.

In such a situation, a customer success strategy should cover all the bases. This includes having an attractive and updated website, engaging content on social media and positive reviews on aggregator sites, Quora, Reddit, and other review sites. Please bear in mind that this is just the pre-sales research part.

All these characteristics are part of something which is known as the ‘Customer On-Boarding Process’ and the ‘Buyer’s Journey’. Once a potential customer is attracted to the next team/department and feature takes over. A robust and strategically executed customer success plan interacts with the customer on at least ten different levels.

In today’s times, customers are spoiled for choices. According to experts, customer success is probably the best-kept secret to increase overall productivity, generating revenues and scaling up the business.

Conclusion

Even though there are significant benefits to customer success, it is important to note that the field is vast and diverse. This is why most serious brands and businesses are turning to customer service software to help them automate the process. The software ensures the right data collection, maintains a track of actions taken and follow-ups made.

In the following years, customer service is going to be a number one priority for all businesses, irrespective of size or output. Do you think that customer success is essential for the success of every business? Drop your answers, in the comments section below.

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What Are the Ways to Prepare a New Employee?

It’s the end of your first day. You’ve completed a plethora of online applications, psychometric tests, digital interviews and hopped through all manner of recruitment rings of fire – and you’ve landed the job of your dreams. Or so you thought… But do you know what are the ways to prepare a new employee?You arrived at your fancy new office, but there was no one to greet you. After waiting near an hour, your co-worker-to-be apologized and took you to your desk, only to find it hadn’t been cleared. Grimacing that your equipment hadn’t been set up, your ‘guide’ spun you around the office’s sea of blank faces. Did they even know you were starting? The awkward acclimations were interrupted by an irritated-looking administrator who lugged a thick binder of forms to fill in. You missed lunch with the gang.After finally navigating through all the red tape, the person you were meant to shadow was never notified so you were given menial tasks to pass the time, while they were in an important meeting with a client. You stared at the clock, waiting, waiting, waiting.With the day over, you’re just sad you didn’t get out sooner. Wait – is this really your dream job?New hires expect and need their onboarding to run smoothly. The above scenario sounds like an exaggerated horror story, but in a survey, Cezanne HR asked new employees about their onboarding experiences and was shocked to find:52% didn’t know what to expect on their first day 30% didn’t have a buddy 8% didn’t meet their managers 23% didn’t have a desk ready 6% didn’t get told about health and safety regulations 5% didn’t have data security training 6 didn’t have a laptop or computer.Great onboarding is extremely important. It increases retention and reduces staffing costs. It delivers an engaging experience for new hires, so they connect with the organization and colleagues from the moment they’re given the offer. Also. it should turn first-day new employee anxiety into genuine excitement. It should make them feel prepared for the new job and welcome!Of course, no one said it’s an easy process, and orchestrating the activities to get onboarding right is time-consuming for everyone. In addition, the burdens of paper-based systems or dancing between data spreadsheets, such as Excel, allow important processes to slip through the cracks – which shouldn’t happen in a modern workplace. However, with the right HR software, you can make new employee onboarding engaging and straightforward, while automating and streamlining the admin involved in bringing on new hires. Here are the ways to prepare a new employee: Stay in touch after the job offer It’s very important for a new employee to engage with employers from the moment they’re hired. This can go beyond a simple email. Make sure you consider the following:Welcome portals are a very common feature in HR software because they do precisely that: they welcome people. Welcome portals act as an information hub and enable constant communication. They are a platform to share all essential details, including the new hire’s start date, office location, and contact details. It’s also a great way to prepare the new hire by letting them know how their first day will be structured and what their first projects will be. Make sure you send your new hire links to any documents they need. Provide them with essential advice including what they should bring with them on the first day or week, including items like their passport, P45, national insurance number and other relevant work documents. You could use your HR software system’s welcome portal to deliver this information and advice. Get the paperwork out of the way in advance of the first day. Signing a lot of forms can delay more pressing tasks, such as the relevant introductions, training, and the new hire’s first projects. HR software can be especially effective here. Instead of wasting time filling out form after form, new hires can sign documents electronically. It streamlines admin processes and makes everything available in one place – and it can all be done before the starting date.Making use of welcome portals and their visual content is a powerful way of engaging with new hires and allows companies to add photos and embed company videos – it might be a hello from a CEO, or a video demonstrating the company’s culture, or brand values and goals. Portals can also allow new hires to self-serve, adding a profile, information, bank details and the like.Moreover, all information you collect should flow straight through to your HR system. Cloud HR solutions should come with onboarding modules that are simple to set up and accessible 24/7. Storing information in one place also cuts back on the task of re-entering the same data into multiple systems. Prepare the desk When your new hire’s first day comes, ensure you’ve got a plan:assign someone to receive and greet them at the door put in an order with IT and prepare all the relevant equipment: a computer, phone, email, and network access, and office supplies moreover, ensure security and compliance policies are explained as appropriate.Spread the duties for onboarding tasks across different departments. For example, the IT department might be responsible for setting up the new hire’s laptop and email; the finance team might organize payroll, and the line manager will arrange inductions as well as check-in meetings. HR software’s task management systems can help significantly here.HR software makes it much easier for these departments to fully understand their roles in the onboarding process. Task managers and checklists make use of notifications, meaning important processes don’t get forgotten about. It gives an overview of what’s been done and what needs doing. Involve your employeesSend the first-day welcome announcement to the organization and share the news of the new hire with the team. Give their name, title, and something that distinguishes them: it might be a hobby or interest, for instance. This allows current employees to easily see if they have anything in common, making everyone more prepared for the big day. Moreover, give your current employees details of the new hire’s background, making sure the new employee’s biggest strengths are acknowledged.Find a peer and assign them to mentor/buddy the new hire. This will help the new hire to get settled and to be comfortable enough to ask any questions that are on their mind. This also helps build relationships with the team, integrating the new employee into the company significantly faster.Also, consider explaining who’s who – HR software can create a staff directory mapping this for you. This will help your new hire to familiarise themselves with their co-workers and assists them in directing their queries to the right people from the right departments, so they don’t feel like they’re barraging their mentor with questions.Planning welcome social help breaks the ice, too – and not just between the company and the new hire. From team lunches to company happy hours, both new hires and current employees can benefit from getting to know each other in a more open and casual environment, building stronger relationships and channels for collaboration. Establish a formal training program The importance of setting a clear and comprehensive training program can’t be overstated. Doing so helps prepare and motivate the new hire for the first day and sets a precedent for the weeks and months ahead as they approach their new projects. Such a structured program does much to ease their potential short- and longer-term worries. Indeed, the HR portal assists here, too. By being able to provide access to important training documents, setting out a comprehensive program schedule through calendars, and by making use of notifications to make clear to current employees what is expected of them in the onboarding process and when. On top of this, it’s an effective and simple way for new hires to view set assignments and tasks, as well as their own schedules. Check-ins Check-ins are a series of regular discussions between managers and employees about their progress. They are:ongoing and build a rapport, setting short and long-term goals an extremely effective way of ensuring employees are continuously aware of their professional development within the company, allowing them to express any concerns and ask questions, and they form a crucial part of the onboarding process.At the end of the first week, give the new hire the opportunity to ask any outstanding questions. This helps demonstrate your enthusiasm towards the employee’s start beyond just the first day and will help set a clear and lasting relationship between the new hire and the company.HR software can make continuous performance reviews and check-ins an integral part of company culture. Cezanne HR, for instance, provides a seamless and engaging way of recording conversations, achievements and agreed goals or outcomes, so it’s easier to ensure everyone is aligned.The right HR systems are equipped with performance management functions that allow employees to make use of their flexibility and to collaborate in an online forum where others can easily and securely request feedback, record check-in conversations, and track outcomes. Poor onboarding is a wasted opportunity The benefits of great onboarding are infinite. It reduces unnecessary barriers that might otherwise inhibit the new employee from settling in or performing at their best. It gets new hires up to speed swiftly and immerses them in the company’s values, vision, and culture.Furthermore, great onboarding protects your new investment. A robust, systematic onboarding process boosts new hire retention by 50%, and new hires that experienced strong onboarding are 58% more likely to stay with the company for more than three years.Why would you waste all your efforts with a dissatisfactory onboarding process?Onboarding can be the difference between a quick and costly new employee turnover, and a long and lasting productive relationship.Above are just some of the boxes to tick to ensure an engaging onboarding experience. Do you have any more? Let us know!Read Also:Fastest Growing Company, on Creating the Best Place to Work How Private Hire Insurance Takes You Out from Problems?

7 Tips To Improve Personalized Customer Service

Communicating with customers by their first name is a well-known good practice in personalizing interactions. This gives them the sense of being more than just an income-giving entity.However, personalizing the customer service experience is beyond that. Generic automated responses especially if it does not answer the specific question of the customer can be put offing. Moreover, customers can recognize insincere words or sugarcoated phrases.Checkout Seven Prime Steps Help You To Improve Personalized Customer Service:Here are some pointers for a more personal approach to customer service.1. Gather as much information as availableThere are several ways to gather information from the customer these days. Social media, surveys, and web tracking are a few examples. Social media is easy as most people post their lifestyle over it. If their profile is public then their information is more accessible information already.Surveys and feedback forms are powerful tools, too. It can be very specific to the product improvement or service enhancement your customer wants. The downside is that the customer may not have the time or willingness to fill out those sheets.Web tracking analytics offer more juice. This is done mostly by your website. Ensure to give them choices on the cookies being collected though. It shows customers that you respect what they want to share or not.2. Find a good CRMCustomer Relationship Management (CRM) software is a powerful business tool. There is a wide variety of it available in the market. Acquire the one that best suits your enterprise.CRM helps you streamline your business processes. Additionally, these platforms make it easy to follow a customer’s history that is otherwise scattered across various digital spaces. In turn, you have a better understanding of the customer.3. Consolidate each team’s interactionsCRM enhances collaboration as well. However, there are other contact management apps, such as Shared Contacts for Gmail, that do the job. Moreover, these apps are not as pricey as CRMs. Contact management apps are avenues that allow your team to collaborate regarding a customer. These programs can be an avenue where anyone in your organization can share their interactions with the customer.The information gathered on personal interactions with the client is vital. It reflects how the customer specifically feels about your product or service. The more data gathered the better insight can be concluded in order to close the sale.4. Emphasize privacy permissionsAs mentioned earlier, web tracking analytics should be clear with the customers. Yes, it is important to gather as much data as possible. But, the manner of collecting them matters, too.Be clear to your website visitors as to what type of cookies you use. This gives them a sense of respect for their privacy. In turn, they’ll know that you are not abusing the data you have gathered from them.5. Reasonable response timeResponding immediately may sound spammy. Responding too long can project inattentiveness. Furthermore, you may give the impression that you didn’t receive their queries, hence customers will find another vendor.Responding within an hour or two is reasonable enough. Albeit the reply within 24 hours is fair. If you cannot respond promptly, send a note saying you will respond when you can do so in detail.6. Reward loyal customersYour best salespeople are your loyal customers. They recommend your goods to people and you don’t have to pay them. They leave positive comments on your social media. Additionally, they may even answer prospective customers’ questions.Hence, it is just fair to compensate for their brand loyalty. You can do so by offering your devoted customers special discounts and freebies. Another way is to give them early access to new products. You may also invite them to events like product launches or sponsored concerts.7. Take care of your customer service personnelIf you are employing people to do customer service, you must make sure they are loyal to the company as well. If your customer service people are not happy with their job, it would reflect in their tone of voice. As mentioned earlier, customers can sense if the words are hollow.Therefore, create a good workplace atmosphere for your employees so that they can project it to your customers. It also helps you have a high employee retention rate, meaning no need for constant training and adjustments to the team dynamics.Takeaway:Providing personalized customer service is achievable through various tools in data gathering and customer relationship management. Enhancing the customer service experience also requires bettering not only external approaches but also internal processes as well.Read Also:Is Consumer Services A Good Career Path?Customer Service Gripes Revealed In New SurveyHow Customer Service Is Impacting Your Business In 2022!

Weighs in On Building an Online Business: 7 Steps to Success

Building an online business is always challenging, particularly if it's your first business venture. Competition for customers is high in almost every marketplace, so you need to find ways to stay ahead of your competitors. Planning and preparation are crucial for long-term successWhen it comes to online entrepreneurship, the CEO of SMEJapan.com, Joel Devidal enjoys sharing his passion and knowledge for his career with others. He serves as an advisor and board member to companies, helping them create bright futures through decisions around strategy, marketing, and development. His intuition and experience help these organizations eliminate excessive operational costs while still delivering quality to the end users.Here are seven steps detailed by Mr. Devidal for building a successful online business. Find a Gap in the Market: Look for a niche or gap in the market that has not already been filled. This may be as simple as finding an area where your competitors are falling short of customer expectations, or it could mean finding a way to provide extra value or novel additions to your products.For example, if you want to start a business selling residential smoke alarms, it would be difficult to compete with more well-established companies. However, you could create your niche by making your products from recycled materials and working with a designer to create unique and attractive designs. Do Your Research: Proper research forms the foundation for any business, but its importance is often overlooked. Researching your competitors is crucial for planning, starting and growing your business.Customer research enables you to define and target a specific type of customer, making it easier to market your products and reduce advertising costs. Create a Platform: Your website is the storefront of your business; it should contain all the information potential customers will want to know, including your contact details, mission statement, FAQs (frequently asked questions) and any legal notices you need to include.The design of your website should complement the type of business you're running. Consider hiring a professional web designer to make your platform attractive and easy to navigate. Build Your Reputation: Posting regular content on your website or blog is a simple way to establish yourself as an expert in your field. Create well-researched content that is useful to your customers. Stay informed about developments and important issues in your area. Writing content for trade magazines and other appropriate websites will also help to build your reputation. Drive Traffic to Your Website: It takes time to achieve high search engine rankings, but there are other ways to drive traffic to your website.Social media is one of the cheapest and most effective tools for increasing website traffic, but monitoring several social media accounts can be time-consuming. Focus on maintaining a presence on one main social media platform rather than trying to spread your time across multiple platforms. Alternatively, if your budget allows, you could hire a social media manager.Paid advertising campaigns can also be highly effective at driving traffic to your website, but you will need to consider whether the results will be worth the cost of running the campaign. Convert Site Visitors to Customers: Once visitors arrive at your website, it's your job to convince them to buy your products. Showcasing your products and services with targeted landing pages will increase your chances of immediate sales. However, visitors often need time and extra information before making buying decisions.Therefore, the main aim should be to capture the email addresses of your site's visitors. Once you have their email address, you can work on building a long-term relationship through regular email communication. Keep Customers Coming Back: Providing an excellent customer experience is the key to keeping your customers satisfied and ensuring future sales. “Happy customers are more likely to recommend your products to family and friends,” stated Mr. Devidal. Keep in touch with customers by sending regular email updates, exclusive offers, and discounts.Building an online business is a difficult task, but proper preparation will increase your chances of success. Taking the time to do your research and plan your strategy will make all the difference when setting up a new business.Read Also:Make Your Business Popular Online How To Master Social Media For Businesses & Entrepreneurs

How Customer Success Can Help Grow Your Business

Customer Success: Meaning and Definition

Is Customer Success Essential to growing your Business?

Conclusion

Why Should Retailers Use Pricing Tools For Their Businesses

Is an online degree in business management worth it?

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Content Rally wrapped around an online publication where you can publish your own intellectuals. It is a publishing platform designed to make great stories by content creators. This is your era, your place to be online. So come forward share your views, thoughts and ideas via Content Rally.

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Related

What Are the Ways to Prepare a New Employee?

7 Tips To Improve Personalized Customer Service

Weighs in On Building an Online Business: 7 Steps to Success

How Customer Success Can Help Grow Your Business

Customer Success: Meaning and Definition

Is Customer Success Essential to growing your Business?

Conclusion

Share this Article

Why Should Retailers Use Pricing Tools For Their Businesses

Is an online degree in business management worth it?

Tags

Content Rally wrapped around an online publication where you can publish your own intellectuals. It is a publishing platform designed to make great stories by content creators. This is your era, your place to be online. So come forward share your views, thoughts and ideas via Content Rally.

Leave a Reply Cancel reply

Popular

Follow Us

Recent

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