Many organisations mistake customer centricity for customer support or customer success. Yet, having the customer at the core of what you do is not about being there when they need help and collecting high scores on a satisfaction survey. It is actually more about aiming at getting rid of those things, because when the customer … Continue reading Patches
Tag: customer service
The distance
You have spent resources improving your product with features analysts said are necessary in your category. You have hired hundreds of new employees and built an organization that can sustain higher revenue. You have rolled out a new tool because the old one was clunky and not providing enough flexibility. You have gone all-in on … Continue reading The distance
Converge
Customer focus is not a marketing thing. Every day, in every situation, we deal with customers. Sometimes it is people paying us money for a service or a product, more often it is a person we feel might be better off with a different perspective or performing a different action. Of course, calling all of … Continue reading Converge
Copywriting
We all love great content and great copy when we find it. It just does resonate, immediately, genuinely, naturally. But then we either forget about it or we feel we ourselves are incapable of delivering similar work. And that's where bad content and bad copy (and bad marketing) proliferates: in the gap between what needs … Continue reading Copywriting
Subtracting
Challenge yourself (and your team) with a question that begins in the following way: what is the minimum amount ...? What is the minimum amount of information we need from a customer before we let them download the whitepaper? What is the minimum amount of words we have to force our customers to listen to … Continue reading Subtracting
Unlazy
Nobody gets really excited when you do things that everybody else (in your field, in your company, in your circle) is doing. And so, often getting noticed means going out of the boundaries that tradition and habit impose. It's never easy. For example, for someone to craft a "What's new" page for a Saas company … Continue reading Unlazy
Everywhere
The voice of your customers - what they feel, what they want, what they say, how they speak about their problems, your product and your competitors, what they think - is everywhere. It's in the messages they send to your sales and support. It's in the reviews they leave online. It's in the forums and … Continue reading Everywhere
Unusual requests
Three ways to address an unusual request from one of your customers. 1. Sorry, we can't help, you can try over there. 2. We are sorry, we have tried and checked our policies, we can't help. You can try over there. 3. We are sorry, it's not perfect, but it should work. No need to … Continue reading Unusual requests
It’s not you asking
You need to establish a relationship with the people you are serving, and ask them how you are doing often. Of course, this means you might not like what they have to say, your customer satisfaction score might be low, you will have to work harder, and perhaps eventually you will have to change quite … Continue reading It’s not you asking
Openly ask
Do you ever bother to openly ask? A team member, what they would like to work on. A customer, how they will be using your product. A user, what topic would they be happy receiving content about. Your partner, how would they feel if something would happen. Your boss, what's keeping them up at night. … Continue reading Openly ask
