Best Practices for Customer Success


Today’s business market is a highly competitive place. No matter what niche your business falls into, there are dozens, or even hundreds of competitors trying to do it better than you.

You need a strategy of customer success that sets you apart from those competitors and keeps your customers with you year after year.

In this article, we’ll take a look at four best practices you can implement that will set you apart from the crowd.

Let’s dive in.

1. Regularly Reward Customers

Most every customer you have is probably in a “rewards club” of some type. The vast majority of these clubs are pretty much useless and don’t provide substantial benefit. They’re basically used to track customer purchase history.

To stand out, give them something real — something with actual value for remaining a loyal customer. This will create a buzz and draw in new customers while also retaining current customers.

2. Surprise Customers With Unexpected Benefits

The department store Kohl’s perfected this idea many years ago. For their loyal customers, they routinely send out a mailer with a peel-back coupon that allows customers to save 10, 20, or 30% on their next purchase. Getting that 30% coupon feels a little like winning the lottery.

Look at ways your business can surprise customers with unexpected instant savings or benefits. Get creative and make it unique to the way you do business.

3. Provide Customers with Expert Information without Trying to Sell

Too often we get into the trap of trying to sell, sell, sell. Today’s consumers are more sophisticated than in times past and see right through this. Your promotional messages turn into white noise that disappear into the abyss of marketing saturation.

Today’s consumer is bombarded by, are you ready, up to 10,000 advertising messages every day. It’s safe to say that there is a lot of marketing fatigue.

The best way to stand out is to be an expert in your field. Provide consumers with valuable information they can apply to their lives with high-quality blog posts, newsletters, tips and tricks, and ways to make their lives easier.

Shooting off an email blast announcing a 20% off sale is fine. But sending those same readers an email about ideas they can implement in their daily lives is a much better way to keep them looking for your brand long-term.

4. Listen to What Customers Have to Say

Reviews matter. Sometimes the reviews we get aren’t very complimentary. However, if a customer took the time to tell you something that you didn’t necessarily want to hear, it’s probably because you need to hear it.

Be responsive to negative reviews and look for ways your product or service can be refined to correct the issues — especially if you’re seeing a pattern among users.

Poor feedback can be hard to swallow. But ignoring it is a sure-fire way to lose a valued customer and drive other potential customers away before they have the chance to know who you really are.

You Aren’t Successful Without Your Customers

Customer success is the key to your success. Gaining a customer is a difficult thing to do. Keeping them can be even more difficult without following these practices.

Here is to your success!