Which customer would you rather deal with: the one who tells you what’s wrong or the one who buys faithfully and then leaves without prior warning? While you might not see the warning signs of the customer who’s unhappy immediately, it’s important to identify when your customers give you extremely positive or negative signals. Some of these customers (especially at the beginning) warrant and deserve extra service from your team, even if maintaining that service for the long term doesn’t scale.
Some customers do deserve better service. They are the customers who need you to explain the process to them. They are the customers who wonder why your product or service works the way it does. And they are the customers who make sure that when something happens that doesn’t work for them that you know about it. They are your best customers because they are giving you the feedback that you need to hear. One way that you’ll know these customers is when they give you high NPS (promoter) and low NPS scores (detractors.) Another way you’ll know them is to read every response you get from customers and respond.
When you think about your customers, you might (and should) evaluate them in different ways. Who is easy to engage? Who challenges you to think differently? Who is a high value customer by dollar amount? And who is a high value customer by virtue of the questions that they ask and the way they use your product? You won’t know this at the beginning of your business, and you can use your past experience to help guide the way.
Getting to a Customer Success process that works
In my experience, there are a few things you can do right now to make sure that your best customers (and the ones you don’t know are your best customers yet) can get the help they need.
When you define customer segments and identify the most likely people to need help, you take a giant step towards solving the same problem for the all of the people who don’t ask for help. For example, if your product requires a small business owner to understand how email servers work for the purpose of connecting your product to their email, you’re likely to be disappointed by the email knowledge of many small business owners. On the other hand, if you identify that many small business owners use Google Apps and you create an integration to Google Apps Mail, you’ve removed a barrier to adoption for that customer.
When you take that customer segment and make it part of your service process, you can then make sure that the persona (Small Business Owners, in this case) has a consistent experience during the time you handle their issue. You can then create a clear escalation path that this customer segment understands and know how many of your cases are in a state of escalation.
Future You will Thank You for Identifying Challenging Customers
Designating an individual customer as part of a segment may not be good enough, so one additional thing you can do is either to dedicate an individual Customer Success Agent or Team to that customer or to add a flag or field to your customer relationship management system that indicates whether a person needs “white glove service.” What white glove means to your organization is up to you – it usually indicates that the person requires extra reassurance and politeness when they call.
You can find 47 other ways to improve the customer experience here.
Thank you for the great read, Greg.
I agree wholeheartedly that the “future you” often finds more value in the challenging customers as they help move the product/service forward. It can be tough to invest in customer service that doesn’t seem to scale in the short term, but if played correctly, it really does pay off in the end. Cheers, Brad
Thanks for the kind words!