MarketStar Blog | Customer Success (7)

Every successful business is focused on promoting customer satisfaction and optimizing customer experience. Every organization that offers a product or service needs to offer training and customer support. However, too many fall short of supporting customer success.

Much of what’s been talked about so far seems, at first glance, to lie far off in the possible future. But, as most experts point out, the Internet of Things is already here. While adoption barriers may affect the pace with which widespread adoption of IoT technologies occurs, there is no doubt in anyone’s mind that the transition to a hyper-connected economy is inevitable. The question then is, how does an organization transition from where it stands today, with varying levels of integration with digital technologies, to this hyperconnected future?

Losing customers is more than just a revenue loss—it can negatively impact your brand’s reputation and future sales. Dissatisfied customers are more vocal than satisfied ones, with Americans sharing a poor service experience with an average of 15 people, compared to 11 people for a positive experience¹. On social media, this dissatisfaction spreads even further, damaging a company’s credibility and influencing potential buyers. 

However, there’s a silver lining—winning back lost customers can be easier and more cost-effective than acquiring new ones. According to Harvard Business Review, these customers have already shown interest in your product or service, making them better candidates than cold leads². They also recognize your brand, so there’s no need for an introduction, reducing the effort required to bring them back. 

According to Frost & Sullivan, customer experience (CX) is set to overtake price and product as the key brand differentiator by 2020. Companies that offer personalized and seamless experiences are gaining a competitive edge, making CX a top priority for business leaders worldwide. 

Customer service is no longer just about resolving complaints—it has evolved into a powerful marketing tool. In an age where customers have instant access to reviews, social media, and comparison sites, their experiences with a brand shape its reputation more than any advertising campaign ever could¹. Today’s consumers expect exceptional service across multiple channels, and businesses that fail to meet these expectations risk losing customers and damaging their brand credibility. 

The contact center plays a critical role in shaping customer experience (CX) in today’s always-on, digital-first world. Over the years, contact center technology has evolved significantly, with new innovations constantly enhancing customer interactions.

In today’s competitive landscape, customer expectations are reshaping how businesses operate. While product-centric companies focus on innovation and technical capabilities, customer-centric organizations prioritize solving real customer problems. This shift is driven by the realization that long-term success depends not just on selling products but on building relationships and delivering exceptional experiences. Companies that place the customer at the core of their strategy are outperforming their competitors, driving loyalty, and ensuring sustainable growth.

The secret of knowing how happy your customers are is to ask them. Feedback from customers are invaluable to a business. For decades surveys have given organizations a tool to have an open and honest communication with their customers.

Remember when Arnold Schwarzenegger strutted into a police station and said, “I’ll be back”? For many of us, that iconic movie, The Terminator, was our first brush with Artificial Intelligence. Then came The Matrix, A.I., and several others. Today, AI does not look anything like the Terminator. Leather-wearing, gun-toting-robots have been replaced by sleek self-driving cars, IBM’s Watson and Amazon’s Alexa.

What is Customer Success? 

Customer success simply means focusing on the results your customers get from using your product¹. The more successful outcomes your product generates, the likelier they are to continuing using it. This might seem like common-sense, but involves a basic shift in thinking – from products and features to outcomes and business benefits. That is, focusing on why customers bought your product and whether those needs are being satisfied.