Let’s dive into the exciting world of customer success and its impact on our business!
Picture this
You’ve just purchased a new product or subscribed to a service, and you’re eager to explore all the possibilities it offers.
Customer success is all about ensuring you get the most out of that product or service, achieving your goals, and having an amazing experience throughout the journey.
The key to customer success lies in understanding that it starts right from the point of sale.
Our team goes above and beyond to stay connected with you, understand your needs, and provide the necessary support and resources for your success.
We’re like your personal cheerleaders, genuinely rooting for you to thrive!
Our ultimate goal is to keep you happy and satisfied for the long term.
We want you to be so thrilled with the product or service that you become a loyal customer and even share your positive experiences with your friends and colleagues. It’s a win-win situation!
This understanding of customer success should be the foundation of our AI Human customer expirance.
It goes way beyond just creating a team or department dedicated to “customer success.”
It’s a mindset that the entire company needs to embrace—a commitment to customer success in every aspect, from marketing the product to the initial purchase and all the way through to renewal.
I know that this sounds obvious but I found myself having this conversation on a daily basis.
This is why I wanted to take this opportunity and share an example of common engagement points that will clarify the difference between what you think is “obvious “ and what I mean by customer success mindset.
Let’s dive into one of the most common engagement points in a SAAS vendor’s AI Human customer experience: the trial!
When we are thinking about a trial our focus should be about the minimum time it will take for value creation proven from our solution.
From the point of setup to trial expiration. Trial should never expire before value validation.
Once we are cleared on what experience we are trying to create let get clarity around the details using the list of questions below:
- How can we showcase immediate value that aligns with your specific needs and the solutions we offer?
- How can we make the setup process quick and easy while ensuring value creation?
- Can we provide benchmarks to validate the value you receive during the trial period?
- How can we demonstrate how your day-to-day work will significantly improve with our solution?
- How can we stay in touch automatically using AI? providing support, tips, information, and value to showcase what it’s like to partner with our organization.
Remember,
rail is not only about the product; it’s about the overall experience. Effective communication with our organization around the product is a key element of the AI human customer experience.
When I am starting a AI human customer experince conversation with an organization to help them create an outstanding trial experience, I often suggest designing the trial that an existing customer can implement in just a few minutes, resulting in a “WOW ” experience from ease of use to value demonstrated.
Why do we involve existing customers?
Well, they are already using the product, and their feedback validates the value it provides. For them, the benefits and value demonstration should be evident immediately as new customers may need a bit more guidance.
And why aim for a “WOW” experience?
Because we want the customer to be captivated by our solution right from the start. This trial mindset should be applicable to all customers, regardless of where they are in their journey. As their needs and value creation do not change once they become our customers.
Think about it like your modern elevator pitch – a tool for everyone in the company to use to demonstrate the product’s value effectively.
Our focus is on providing value and creating a delightful trial experience for all users. Remember, happy customers lead to long-term success, and the key is to see customer success as a company-wide goal, not just a function within a team.
My Thoughts on Customer Success
Using trial engagement points as an example I hoped helped me to showcase the shift in mindset needed when creating a customer success mentality and seeing it as a company culture and not a function.
Keeping a customer centric approach is key for the success of any organization and when moving to an AI human customer experience it is key for creating an outstanding experience which is our goal.
So, let’s embrace the customer success mentality across the board and make your customer journey an exceptional one! Let’s talk!
