Happy customers are critical for a successful business — which means customer experience teams are more valuable than ever.
After all, happy customers will tell an average of 11 people about their great experience. Unhappy customers, on the other hand, will share their poor experience with 15 people.
That’s why constantly finding ways to make customers happy is so important. I’ll be co-hosting a webinar with Hillary Curran, head of customer success at Guru, on January 30, 2019 at 1pm ET. Hillary and I follow similar CX best practices to make our customers happy at Front and Guru. In this webinar, we’ll share our eight simple rules for creating excellent customer experiences that make happy, engaged customers. Here’s a sneak peek at two of our favorites, which we’ll cover more in the webinar:
1. Share customer feedback with your team
This one’s my favorite: Share customer feedback with your entire team. Plenty of customer-facing teams gather and read customer feedback on a regular basis, but how often do other teams in your business get to look at customer feedback in its entirety?
Our friends at CustomerSure said it well: “If the first mistake is to ask for feedback and then do nothing about it, the second mistake is to get valuable customer comments but only let a few people see them.”
No matter what team you’re on or how often you work directly with customers, every employee in your company can benefit from hearing what customers have to say:
Product teams can easily see what’s working and what’s not, so they can use it to influence their product roadmap.
Sales and marketing teams can get a better idea of what customers love and find customers to reach out to for testimonials or case study interviews.
Executive teams can quickly zoom in and feel closer to customer needs, even if they’re not directly in conversation with them on a daily basis.
And a bonus? Customer feedback is encouraging. It’s a constant reminder to your team of the impact you’re making on the whole, which inspires everyone to keep doing a great job.
2. Embody the champion you want your customers to become
Hillary wrote about her favorite rule on Guru’s blog: Embody the champion you want your customer to become. When your team really believes in your product, your customers will, too. Get excited when you’re training customers and explaining why your product will be game-changer for them — customers will feel that energy and get excited, too.
Save your spot in our webinar for the next 6 rules
For the remaining six rules, save a spot in our webinar on January 30, 2019 at 1pm ET. Register now for the complete list of simple rules to make customers happier!
Written by Sarah Sheikh
Originally Published: 17 April 2020