A successful onboarding experience is a critical step to beginning a strong and prosperous customer success process. It is the proverbial first step that your customer takes towards building a relationship with your brand But this isn’t just about teaching new users how to use a platform. It is about ensuring whether they are using it for what it was intended in the first place. Your onboarding is only successful if it meets or exceeds your user’s expectations and helps them achieve their goals.
This blog is inspired by one of our conversations with a Customer Success Manager whom we interviewed during one of Cami.AI’s product demo and feature discovery calls.
No matter how advanced artificial intelligence gets, it is still a drop in the vast ocean of human intelligence. Human intelligence is a result of consistent learning from experiences that help them gain knowledge and comprehend their surrounding situations, whereas AI learns from data and its programmed interpretations. Machines cannot think on their own, instead, they are programmed to consume data to mimic and simulate human behavior. However, rational decision-making is still a very human trait, and hard to mimic.
Is customer experience the bridge to customer success? Today customer experience is a critical factor that determines the success of your company as it is the foundation that paves the path to customer success and eventually to scalable customer love.
Introducing our CRO’s thoughts on how customer success plays an important role in scalable customer love.
Waking up to a termination notice from a customer who was showing no signs of dissatisfaction! If this scenario sound familiar then you are not alone! In any recurring revenue business, customer churn is the biggest pain point and why organizations should invest in customer success capabilities.
Even in this fast-paced, hyper-growth world, there are times when a business can grow too fast. When a business starts to grow too fast, it’s important to reflect and understand if that growth is actually compromising your business plan? While there is a natural tendency to shift focus towards managing the surge in demand and sales, it’s important to ask, at what expense?
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.
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.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? What is customer love and how is it even scalable?
Love for the customer is the ultimate expression of care and gratitude. But what is the difference between customer satisfaction and customer love? How should we move over from customer satisfaction and make way for customer love?