You’ve heard it before – “the customer is king”.
Some customers even think they are different from the rest and deserve special treatment or personalized experiences with your brand.
Instead of your CS team getting frustrated, maybe it’s worth considering that these customers might be right?
This is especially true when you consider research from McKinsey that says: “Personalization drives performance and better customer outcomes. Companies that grow faster drive 40% more of their revenue from personalization than their slower-growing counterparts”.
So, it’s clear that personalized experiences are an essential part of expansion revenue growth, but what exactly are they?
What are personalized experiences anyway?
These days, in order to put your company ahead of the competition, you need to think more about how you can tailor your product and service to specific customer needs.
Customers are no longer satisfied with generic ‘one size fits all’ solutions and interactions.
Instead, your customers demand personalized experiences that are based on their unique needs and preferences.
Failure to embrace personalization can lead to unsatisfactory experiences for your customers and the potential for them to churn as a result.
Creating personalized experiences for your customers doesn’t have to be complicated. With the right tools in place (such as CSP technology) to support you with your personalization initiatives, you can expect to see several time-saving benefits, including;
✅Increased adoption and engagement
✅ Reduced time to value (TTV)
✅ Build loyalty and trust
✅ Improved retention rates
The alternative option which sees you persist with a highly impersonal and ineffective ‘generic’ experience for all your customers will see you encounter multiple issues, such as;
❌ ‘one size fits all’ customer journeys
❌ Your CSMs reinventing the wheel each time
❌ Deeply impersonal interactions with customers
❌ Limited understanding of their true progress and sentiment
To combat these issues and enjoy the benefits that personalized customer experiences can offer, you should take the time to consider how a customer success platform (CSP) – such as Custify – can help you make changes that dramatically improve your entire customer journey.
Introducing our latest eBook
Navigating and then improving your entire customer journey is a big topic. So to help you, we’ve prepared a series of mini-guide eBooks that break down some of the individual challenges you’ll face along the way and go on to detail how CSP technology can help you overcome them.
Our guide to personalized experiences is the latest eBook in a series that also includes:
- Transforming internal handoffs to make them smooth every time
- Streamlining QBRs and creating reviews that add value to your customers
- Improving customer communications to boost satisfaction and retention
- Creating high-quality personalized experiences your customers will love
- Leveraging data to take your customer journey to the next level
- Using smart automation to make your CSMs more efficient
As well as this, we’ve written a full-length eBook that goes into more detail on all 6 topics to give a total view of all the issues and solutions across your customer journey.
Regardless of whether you choose either our full-length eBook or download each of our mini-guides, they’re all 100% free and written specifically to give you key insights and strategies to improve CX across your customer journey – as well as discovering how to increase team efficiency with CSP technology.
Who is this eBook for?
- If you’re a CS leader who wants to transform the experience they offer their customers in a bid to improve results, this book is definitely for you.
- If you’re a Customer Success Manager who wants to start thinking more purposefully about how to manage your customers, this book is absolutely for you.
- If you’re a C-suite executive or business leader considering strategies for churn reduction and revenue growth , this book is 100% for you.
But don’t be put off if you don’t fall neatly into one of those categories. We’ve written our eBooks to be accessible to everyone, even if you’re still ‘learning the ropes’ of customer success.
So, regardless of what stage you’re at, you’ll get a lot out of reading our mini-guide to creating personalized experiences for your customers.
What can you expect from this eGuide to personalized experiences?
Here at Custify, we’ve devised this mini-guide to ensure that by the time you’ve finished reading it, you’ll be clear on exactly how to create personalized experiences by leveraging CSP technology.
Inside the eGuide, you’ll instantly get insights on 4 key ways you can use personalization to enhance the way you do customer success.
These include:
- How to use customer segmentation to provide the right experiences every time, relevant to specific customer types.
- How to leverage automation to set up automated workflows that are triggered by specific customer actions, further personalizing their experience.
- How to use a customer portal to create a more engaging and collaborative onboarding experience.
- How you can better track user progress, identifying key milestones on their journey, and respond based on their current position.
Our personalized experience eGuide will also help you to consider how you can implement these solutions by using a customer success platform to do the ‘heavy lifting’ for you.
As if that wasn’t enough, once you start running with our suggestions, your CSMs will become more efficient than ever – freeing up their time to work on ‘moving the needle’ for their customers, instead of battling to keep them onside.
Get Expert Perspectives
This mini eGuide to personalized experiences has been written as one part of a series purposefully crafted for Customer Success professionals. But don’t just take our word for it, we’ve also included expert insights from fellow CS pros and influencers, including:
- Jeff Breunsbach – Co-founder of Gain Grow Retain + Director at Higher Logic
- Elisabeth Courland – Top 100 CS Strategist + CS Ops at Agorapulse
- James Stuart – Senior Customer Success Manager at Hackajob
- Iram Cook-Monie – Head of Customer Success at Mosaic Smart Data
- Rob Stevens – Senior Director, Customer Success at iBASEt
- Ankit Aggarwal – Top 100 CS Strategist + CS Lead at MoEngage
We’ve done this so that between the expert insights we’ve uncovered and the in-depth information we’ve added to this ‘personalize experiences’ mini-guide, you and your team will be armed with everything you need to create memorable experiences for your customers.
Why you should download our eBook
These days, CSMs aren’t just ‘churn busters’ – they’re responsible for everything from product adoption to customer retention and even revenue expansion.
However, there are only so many hours in a day, and the risk is that without proper systems and processes in place, CSMs won’t be able to meet all their objectives.
This will result in burned-out and underperforming CSMs, higher-than-forecast levels of churn, and significant reductions in growth through expansion revenue.
It doesn’t have to be this way, though.
Our Eguide to creating personalized customer experiences – the latest in a 6-part series that covers the entire customer journey – gives you everything you need to radically improve the situation both for your CSMs and your customers.
The mini-guide goes step by step into how you can use a CSP like Custify – one of Europe’s leading customer success platforms – to overhaul CX, improve customer satisfaction, boost revenue, and reduce customer churn.
So, what are you waiting for?
