It takes months of effort, research, and hard work to get your product accepted by just one customer, but it only takes a few seconds to lose them. Customers are irrational beings who, in many instances, are unaware of why they do… what they do or why they want… what they want. The harsh reality is, in fact, that your customers’ perception of your brand is your brand. So how do we decode what your customers really want?
As business people, we aim for our product’s success amidst the masses. We constantly strive to improve our product’s value and significance so that one day our customer feels satisfied. But is that all? Is this arduous journey only traveled for the momentary satisfaction of our customers? Certainly, there must be more, for example, Scalable Customer Love.
Customer Love is a state where you create a deeper and more meaningful commitment with your customers, a state that goes beyond just ‘success’ or ‘satisfaction.’ A state where your customers’ every need and expectation is fulfilled to engender a sense of belonging, a sense of positive possibilities where business objectives are no longer mountainous but mere stepping stones to a lofty future. When customers achieve this state of love, they do wonderfully rational things like referring you to everyone, becoming brand advocates, and sharing the joy it brings them.
Have you seen sparks of customer love inside your organization? Perhaps when a rockstar customer success manager amazes your customers with timely and gracious service or an amazing insight uncovered and delivered at a critical moment? When a customer undeniably stops in their tracks and voices their gratitude, their thankfulness, and their love for you and your product?
Is it possible to take those sparks and weave them into the core of your organization and your product? The secret is to let your data work for you. Advanced deep learning technologies can help you uncover these sparks quickly and incorporate them into your customer success culture.
P.S. Once you build a consistent data-driven culture, your customers not only love you and your product but also engage longer, leading to higher lifetime value. Higher net promoter scores and lower customer churn are direct results of creating Scalable Customer Love.