Sponsored by:
Renewal, Expansion and Advocacy:
Customer Success Strategies for 2023
Produced by:
MARKET VIEW 04
Karin Maday
SENIOR VICE PRESIDENT - CUSTOMER SUCCESS
More than ever, customers want maximum value for every dollar spent.
How has the global pandemic impacted customer expectations?
Even before the global pandemic, customers have been becoming more sophisticated and raising their expectations of companies. As customers now have access to so much information online and have become more comfortable with conducting research themselves, the days of companies knowing significantly more than their customers are numbered.
What has changed as a direct result of the pandemic is how customers are spending their money. More than ever, customers want maximum value for every dollar spent. They’re happy to extend their buying journey and spend extra time researching online to find the best value for money products or services that fulfill their business needs.
How important are positive moments in a customer’s life cycle?
When companies can create positive moments in every phase of their customer’s lifecycle, they will enjoy much higher engagement with their customers. All too often, companies fall into the trap of thinking that one bad moment doesn’t matter to their customers, especially if they have had plenty of other positive moments. But in reality, just one bad customer moment has more of an impact than ten positive moments combined. When customers experience a bad moment, their loyalty will be shaken and there is a strong risk that they may start researching alternative companies. This is why having a consistently positive experience with customers is crucial to retention.
Just one bad customer moment has more of an impact than ten positive moments combined.
The key to delivering a great customer experience is to show buyers that you understand their needs and their concerns.
How important is customer experience to potential buyers?
Customer experience is becoming one of the top priorities for prospective buyers. If a buyer doesn’t feel like a company is interacting with them in the way that they expect, then they will simply take their business elsewhere. The key to delivering a great customer experience is to show buyers that you understand their needs and their concerns. This should be done in a way that is relatable to the buyer, to create a human connection that goes beyond the traditional buyer-business relationship. Remember though, saying you understand the buyer is one thing - but showing them is significantly more powerful. Being able to show buyers that you have helped solve problems for other buyers with similar challenges is one of the top ways to build trust.
Jade Global is a premier Advisory, Integration, Testing, Cloud & Consulting Services, Business Solutions and IT Outsourcing company that services clients across multiple technology platforms. Jade Global's team of experts successfully deliver business and technology solutions across diverse industries to drive their customers' long term growth and success.