In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day.
We hope you enjoy!
The Middle – Zedd, Maren Morris & Grey
Nominated for Record of the Year
As Customer Success professionals we’ve all had moments where we seem to be at our wits end with a client trying to resolve an issue or even with an internal team you are trying to work with to get something accomplished on the client’s behalf. It’s even more frustrating when the person you are trying to work with doesn’t seem to be doing their fair share in working towards a solution.
So, this song goes out to all of you who have ever wanted to say to the other person…
“Why don’t you just meet me in the middle?
I’m losing my mind just a little,
So, why don’t you just meet me in the middle?”
Say Something – Justin Timberlake featuring Chris Stapleton
Nominated for Best Pop/Duo/Group Performance
According to CX Solutions, for every customer complaint there are 26 other unhappy customers that have remained silent. This is a profound insight, as it reminds us that a good number of customers don’t actually communicate to businesses that they are unhappy – they just leave.
So as CSMs we should encourage our customers to always – say something!
The bottom line is, don’t assume your silent customers are happy. Keep a close pulse on their customer health and sentiment.
Better Now – Post Malone
Nominated for Best Pop Solo Performance
We don’t want to admit it, but for whatever reason, sometimes customers do decide to cancel their subscription and stop using your product. This not only hurts your book of business but it’s also hard not to let it get you down.
Even though the customer might have left thinking that they will be better on the other side, either with a competitor or maybe not even using another solution all together, that’s not always the case. So, don’t give up hope.
Before the customer churns, make sure it’s known that you are sorry to see them go and would like to work together in the future. Then, give it some time. Let them see what life is like without your product or service. You never know, given the right circumstances that customer might be ready to boomerang back to you.
Four Out of Five – Arctic Monkeys
Nominated for Best Rock Performance
In this song, the singer jokes about getting reviews of four stars out of five. It’s an ironic nod to critics who will never give you a perfect 100%.
The same holds true in the Customer Success world.
No matter what you do, you will always have those customers who will give you an 8 or 9 on a Net Promote Score (NPS) survey, because, they will say there is always room for improvement, even if they are satisfied customers.
But the truth of the matter is, your company is never going to please everyone, so just aim for satisfying the majority of your customer base and you will succeed.
ChurnZero Resource – ROI Calculator
This calculator simulates the potential return on investment that you could realize by implementing ChurnZero’s customer success platform.
Enter your current metrics now to calculate your potential returns.
Customer Success Around the Web
- What is a Good NPS Score & What Should We be Aiming for? – It’s important to emphasize that there isn’t a certain number to look up to and if you are tracking NPS just for the sake of doing it, STOP – you are wasting your time and effort!.
- A Hidden Business Function to Solve the Talent Waste Problem – Employers should be doing with their workforce what SaaS companies do via their Customer Success software.
- Everything You Need to Know About SaaS Customer Satisfaction – Focus should be onboarding (activation) experience, customer adoption, and engagement (retention), as those are the key elements of customer satisfaction.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.