Customer happiness is the ultimate goal of every customer experience (CX) team. There are a number of ways to create happy customers, but it’s not always as straightforward a process as it may seem. To dig into a few simple but sure-fire ways to ensure customer satisfaction, I will be co-hosting a webinar with Sarah Sheikh, head of customer success at Front, on January 30, 2019 at 1pm ET/10am PT.
Front consolidates email, chat, and SMS conversations into a single inbox. This functionality brings team collaboration and customer conversations together, which benefits both CX teams and customers alike. To augment this experience, Guru released an integration with Front earlier this year that brings CX teams the knowledge they need to delight customers right to that shared inbox.
Sarah and I apply the same CX best practices to keep our customers happy at Front and Guru. We’ve come up with a list of eight simple rules that every CX team should follow in order to deliver outstanding customer experiences that create not only happy customers, but lifelong advocates for your brand and the value your product brings to their work.
In this webinar, you'll learn how critical it is to focus strategy and processes on customer experience and how to build and lead teams focused on helping customers be successful at scale.
Of our eight rules, my favorite is "Embody the champion you want your customer to become." If you want your customers to champion your product within their organizations, you must lead by example. Our customer success team at Guru oozes a high level of excitement about our product that our customers can’t help but emulate. We set the bar for enthusiasm and it’s that sentiment that encourages our customers to get excited about Guru, while also building trust. Our team really believes in our product, which makes us all better at our jobs and in turn, rubs off on our customers.
Sarah wrote about her favorite rule on Front’s blog. She chose “Share customer feedback with your entire team.” There are many teams that can benefit from access to customer feedback that are not necessarily customer-facing, like product or marketing. If customer feedback doesn’t make it past the frontline CX team, it loses some of its potency. Sharing that input with the wider organization helps your customers feel heard and can bring their suggestions to life.
For the remaining six rules, you’ll have to tune into our webinar! We’ll be chatting on January 30, 2019 at 1pm ET. Register now for a chance to hear our complete list of simple rules to make happier customers.