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Customer Experience: The Bridge to Customer Success

Your customers know the score. And they dislike being grouped into market segments, they resent being identified as one type of target audience. Instead, they prefer being addressed as individuals who have unique tastes and preferences, and they certainly deserve to be recognized as the professionals they are. They want a personalized and unique experience that is tailored just for them. Today, customer experience is a critical factor that determines the success of your company. And your customer experience strategy is the foundation that paves the path to customer success, and eventually to ‘scalable customer love’. 

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Customer Churn: A CSM’s nightmare (but not anymore)

There is an abundance of content available discussing various reasons for customer churn. Every CSM is juggling multiple priorities and most likely does not have enough time to proactively act on all customer goals. Learning inside an organization across all different customers between all customer success teams is difficult and often very limited. How many times have you seen customers churning because of a similar set of reasons?

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What Most High Growth Businesses Get Wrong in Customer Success?

Even in this fast-paced, hyper-growth world, there are times when a business can grow too fast.
It’s often asked, “But isn’t increased demand for your services good?”
When a business starts to grow too fast, it’s important to reflect and understand if that growth is actually compromising your business plan.

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The 4 Building Blocks for Achieving Scalable Customer Love

Going beyond the words “success” and “satisfaction” when it comes to building a working relationship with customers… that’s Scalable Customer Love! From the word ‘go,’ being their partner and confidante, listening with compassion, taking action when needed, and rejoicing as they grow at every stage – creating Scalable Customer Love is akin to building a beautiful relationship.

gesture of friendship and love of people and machines
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What the heck is Customer Love?

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?

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