The discipline I work in is known as Customer Success. What is that?It’s not customer support, and it’s not customer service. Customer Success is all about proactively pursuing value with customers. Here’s a simple way to think of it.Let’s assume you paid for this blog (you won’t!), but assume you did. As a customer success manager, I would proactively reach out to you to determine what posts you found most valuable, what you want to see more of, and what the posts helped you do. I would share your stories for others to see and be inspired by. What we need is People SuccessImagine how many things might be improved with a People Success team?EducationYour boss.Grocery shoppingFacebook! (I got off there for a reason)A concert (musicians - do you know what your audiences believe is the most valuable part of your show? If you don’t, I recommend starting now.)Gym memberships.The dentist’s office!Government services.Here’s how it might look like at the doctor’s office:You are welcomed. You are told that you are expected and that your wait will likely be 10 minutes, but in that time, they prepared a relaxing music playlist you could enjoy and had some tea for you. Then, minutes later, they let you know that the wait will be longer and they’ll give you the option to stay or reschedule at no cost to you and only at a time that’s convenient for you with no wait guaranteed. Excellent customer success would be the doctor’s office calling you 1 hour in advance of your departure time and letting you know that you’ll be waiting >15 minutes and giving you the option to reschedule. Customer Success is putting people first, thinking about what it means for them to be enrolled in what you have to offer, and then relentlessly finding ways to deliver value for those you seek to serve. It would be great if we stopped seeing that level of service and deep empathy as a way to create a commercial end, and instead, see it as a way to build a better and more helpful culture. But we have to start somewhere.Take care of the people in your lives. Relentlessly help them find and realize value.

Last modified on 2022-06-07