You don’t want your customer success efforts to go to waste by not following these six methods. You want to make sure you’re putting the work and investment into your business and customers. It’s important to have the right mindset in mind when it comes to this industry. Here are six strategies to use when mastering customer success.
1. Offer a Tutorial
Your tutorial should be easy and helpful. Some of your customers may be stuck at the point-of-sale. They want to sign up for your service, but they don’t know what to do next. The least you can do is to guide them along the way.
One way to help them out is to offer a tutorial that can train them how to use your products. Provide an easy-to-follow tutorial that they can follow along with. Make use of guides, hotspots, message bubbles, and videos as you emphasize the benefits of your product or service. Don’t assume that your customer doesn’t know how to use your product or service, or they’ll never reach their full potential.
2. Cross-Channel Follow Up
You believe that your products or services are the best. But there are hundreds of others like yours in your niche. But you can make your brand stand out by following up with your customers. If a customer enjoys your product or service, you can use this method to keep them around.
Cross-channel follow involves identifying their need for your product or service. The best way to reach out to your customers is via e-mail. Provide links, tutorials, and visuals that help them reach success. E-mail marketing can also be an effective tool for re-engaging with customers who fell off during the onboarding process. The goal is to guide them to success.
3. Increase Accessibility
Accessibility is one of the most important features that a business can have. Your goal as a product manager is to increase your customer’s confidence and trust with your products or services. For this to happen, you need to let them know that you’re available at every step of the way. One option is to have a Frequently Asked Questions (FAQ) page or Knowledgebase on your website so your customers can find answers to their questions.
You want to make yourself available through every channel possible. That includes inside and outside of the app of software. You want to provide multiple options for an increased human onboarding experienced.
4. Create a Good User Experience (UX)
User experience involves many factors, including a clean interface, intuitive design, and seamless workflows that makes everything flow well together. A beautiful UX design is not enough. You should also have a powerful website that’s easy to use. While your products address pain points, your main goal is to offer products or services that keep customers around.
If you want happy and healthy customers who love your products or services then you need to focus on improving UX througout the customer lifecycle.
5. Get to Know Your Customers
This is one of the most important steps on this list. Some of the best products are made with the customer in mind. Imagine that your onboarding process doesn’t contain information about your customers. That’s one of the costliest mistakes you could make.
You need to get to know your customers in order for your products to become a hit. This involves customer-facing teams, customer interviews, surveys, and tracking and analyzing data. Having this information about your customers can help guide the process when making your products. It’ll also give you a better idea of what it really takes to succeed.
6. Assess the Success of Your Customers
Onboarding metrics can help you measure the success of your customers. You need to find out why they’re not successful with your products or services. Offering a wide variety of product analytics can help you stay in tuned with your customers. Path analysis is another way to find out why your customers are dropping off from your products or services.
Not everyone will track onboarding success the same way. But the most important metric you’ll need is the Net Promoter Score (NPS). This can give you an idea as to why your customers left. The more accurate this information, the better your results for keeping them around.
Of course, it doesn’t stop here. From the moment that you’ve onboarded your customers, you need to keep them around.