Need to catch up on customer success reading? Here are a few of our favorite stories from March.
How Emotion-Driven Innovation Increases Customer Loyalty | Jeanne Bliss
“Emotional understanding of customer experiences is often what leads these companies to their most innovative practices. It sets them apart as people.”
A true pioneer in customer experience, Jeanne Bliss has created a multitude of resources over the years. This snippet is an excerpt taken from her online course, inspired by her latest book, Would You Do That To Your Mother. Jeanne is a firm believer that company innovation starts with customer emotions. Their own natural desire for connection drives companies to develop products and services that support the human condition. By thinking about a customer’s emotions first, we can devote our energy to designing out fear, frustration, etc, and start creating moments of joy.
The Three Limitations That Paralyze Customer Centricity | Sampson Lee
“Customer-centricity is reflected in all the things you do whether or not the customer notices.”
Sampson Lee does a great job of using real-world examples to explain difficult concepts in customer success. This article provides an eye-opening look at what it truly means to be a customer-centric company, which companies are doing it well, and which ones are not. Lee takes a deep dive into how being a customer-centric organization creates a differentiated experience, builds mutual values for the customer and brand, and gives yourself a competitive advantage.
FREE Online Seminar — Starting a Career in Customer Success | SuccessHacker
“This event will give you the information you need to make an informed decision on whether a Customer Success job is going to be a good fit for you. After all, we know Customer Success, you know YOU!”
While this resource isn’t available until April, it’s announcement in March has sparked a big conversation! SuccessHacker provides tons of workshops and training sessions all over the country for all professional levels in customer success. This upcoming online seminar is particularly of interest because it’s FREE! Whether you’re currently in a job that doesn’t feel right or wondering if customer success is the right choice for you, this event will be exactly what you need to make an informed decision about pursuing a career in customer success. You’ll receive tons of helpful resources and have the opportunity to personally connect with hosts James Scott and Andrew Marks.
How Your SaaS Company Should Be Thinking About Customer Success | Michael Redbord
“If you can take the pointers offered in this post and implement even half of them, you’ll be a leader in customer success throughout all stages of the growth cycle of your business.”
Michael has spent the last 7 years building the customer success function at Hubspot and through his experience, is able to provide actionable tips for improving customer success in your SaaS organization. In this article, Michael walks through each stage of customer success growth, includes metrics you should be looking out for, and provides a free customer service metrics calculator.
KiaCX Rebrands to DesiredPath | Kia Puhm
“This idea – the customer’s desire path – is what I’ve built my business on. It’s the thread that guides my customer engagements. It’s represented in my thinking, conversations and solution building.”
Kia Puhm is undoubtedly one of the most successful customer success consultants in the industry. Her ability to evolve with the ever-changing customer is what makes her an incredible powerhouse. Kia has announced that she is rebranding her consulting business, KiaCX Consulting, into DesiredPath. DesiredPath represents the progress her and the customer success community have made, and celebrates the direction it’s headed. Her goal is to help businesses become truly customer-centric and effectively accelerate revenue growth.