🚫Customers should not be hounded by weekly check-ins!🚫 Gone are the days of incessant follow-ups and intrusive communication. Instead, we must focus on fostering a culture of customer-centricity, where we prioritize their preferences and needs above all else. Here are a few thoughts on why this approach matters: 1️⃣ Empathy over Intrusion: Our customers deserve to be treated with empathy and understanding. Bombarding them with weekly check-ins can feel overwhelming and intrusive. By giving them space to breathe and engage on their terms, we create a more comfortable environment for meaningful conversations. 2️⃣ Respect for Their Time: Time is a valuable resource, and we must respect that. Rather than filling their inboxes with constant messages, let's provide them with helpful resources, valuable content, and personalized solutions that add genuine value to their lives. 3️⃣ Building Trust and Loyalty: Trust is the foundation of any successful business relationship. When we demonstrate that we trust our customers to reach out when they need assistance, we earn their trust in return. This trust leads to increased loyalty and advocacy for our brand. 4️⃣ Optimal Communication Frequency: Finding the right balance in communication frequency is key. Weekly check-ins may be necessary for certain time-sensitive projects, but for many cases, a well-timed monthly or quarterly update can be more effective and appreciated. 5️⃣ Personalization Matters: Quality over quantity should be our mantra when engaging with customers. Personalizing interactions based on their preferences, past interactions, and needs can create a more meaningful and memorable experience. Thanks Markus for bringing this much less talked about aspect of Customer Success. Share your thoughts on striking the right balance between staying connected and respecting customer boundaries. #customerexperience #customersuccess #customerengagement #customersuccessmanagement #engagementstrategy
Everyone in Customer Success talks about becoming a trusted advisor. But the truth is that many CSMs are not even close. Because they don't have the right - mindset - approach - data (yes, that matters too) You don't become a trusted advisor by - checking in once a month - pointing customers to generic content that does not solve their problem - talking about stuff customers don't care about during your QBRs What you need to do instead: - asking questions to understand your customers' needs - creating customized success plans - scheduling follow-ups to ensure their progress - treating QBRs as strategic meetings to discuss results, plan the next steps, and get feedback - showing that you really care about their success by going the extra mile if necessary Becoming your customers' trusted advisor has to be earned. Act accordingly. PS: Learn how to get there faster in the newest edition of my newsletter https://lnkd.in/dY54Qz2X
