What if I say your company’s success relies on someone else’s success?
Yes… you read it right!
Growing your business is possible if your products or services are good enough and help users reach their goals.
Today’s market is customer-centric, and the top-performing organizations are those that focus on customer success more than their competitors do.
Believe it or not, customer success is the best strategy to boost customer happiness. And as we all know, happy customers always lead to growing business.
Considering the significance of customer success, today we’ll discuss how to drive customer success with interactive content. So, let’s get started from the basics and understand more about it.
What is Customer Success?
Customer success is meeting customers’ requirements when using your products or services.
This may imply deploying your team as strategists, thought associates, and the customer’s advocate internally to meet those demands.
However, customer success is more than just fulfilling customer needs. It’s also about focusing on customer relationships.
Customer success management includes proactively predicting customer questions or challenges and actively providing resolutions.
Customer Success vs. Customer Support
Customer success and customer support- are both essential functions within a business that aim to provide excellent customer experiences, but they have different objectives and methods of achieving them.
Let’s break them down further in a definitive list:
- Approach: Customer success proactively examines and strategizes, while customer support acquires and replies.
- Goal: Customer success operates to acquire preferred business results with the customer journey. On the other hand, customer support concentrates on problem resolution and prevention.
- Talents & Disciplines: Customer success is consultative and can expand to various disciplines and industry expertise. Customer support experts have skills corresponding with marketing, engineering, and operational teams.
Both roles demand practitioners be resourceful issue solvers, empathetic, and thoroughly familiar with customers.
- Metrics: Customer success concentrates on metrics associated with business impacts, like customer retention, growth, and lifetime value.
Customer support metrics estimate the quality of the service delivered, solution times, and overall customer satisfaction.
- Business Impact: Customer success is usually a value-added business process, driving revenue and development.
On the other hand, customer support is vital to operating a business since customer questions always need to be answered.
Why Is Customer Success Important?
The worldwide customer success platform market will grow from $850M in 2020 to $3417.5M by 2026, expanding at a CAGR of 26.10% within 2023-2028.
There is a reason why the demand for customer success platforms is increasing gradually.
Customer success allows organizations to unlock the value of their resolutions and get an exciting ROI. With customer success, companies can help achieve their business goals, and it:
- Develops trust
- Amplifies the relationship
- Brings higher satisfaction
Moreover, customer success interactions assist firms in collecting valuable consumer insights that are advantageous to the whole organization.
The more teams understand their clients and their requirements, the better they can provide quality experiences and form a healthier customer lifecycle.
Satisfied, loyal buyers generally become brand advocates and praise your business through social media posts, product reviews, and word-of-mouth suggestions.
How Does Customer Success Work?
There are three core elements required for customer success to be compelling. These comprise a customer success strategy, a solution, and a team and supervisor of a customer success workforce.
Select a Customer Success Solution
To proactively handle all communications with users, you’ll wish to deploy a customer success resolution on your team — implying customer success tools. A good customer success solution can assist you in the following:
- Understanding your customer’s requirements and pain points
- Monitoring their satisfaction levels
- Engaging with them in a manner that is personalized and relevant
Some typical features of customer success solutions are customer relationship management (CRM) software, communication tools (e.g., email, chat, and phone), analytics and reporting capabilities, and more.
Hire & Train a Customer Success Team
You’ll require an individual (or, perhaps, a team) to excel in customer success. The managers and representatives in your customer success team will depend on your business size and available resources. Expanding your team as your business grows is crucial to proactively help your customer base.
Create a Customer Success Strategy
Your customer success strategy depends on the type of product you offer and what your buyers want from you. Nevertheless, here are a few proven steps to building it for your business:
- Deploy the proper customer success tools.
- Recognize your customers’ end objectives (and why they require customer success).
- Build a shot and long-term roadmap for victory to demonstrate your business’s anticipations and goals.
- Share and execute the method on your team. Also, ensure everyone understands what’s expected of them separately and as a team.
- Examine your outcomes and discover whether your buyers have the software and support they want to succeed.
- Make changes to your strategy and the team with your growing business and user base.
Why Is Interactive Content a Gem for Customer Success?
Talking about customer success without including interactive content is just like talking about a pizza without cheese. It is a helpful tool for customer success since it provides many advantages that can enhance the customer experience and offer better results.
Let’s look at some benefits of interactive content for customer success:
- Improves Engagement: Interactive content facilitates customers to vigorously engage with the material, forming the experience more pleasant and memorable.
- Enhances Retention: By breaking down complicated concepts into shorter, more digestible chunks, interactive content can enhance customers’ capability of remembering and applying what they’ve discovered.
- Personalizes the Experience: Personalized online shopping experience is what customers look for in a brand these days. Businesses that use advanced personalization notice a return of $20 per $1 spent.
And interactive content lets you do that. With it, you can cater to each user’s needs and interests.
- Delivers Instant Solutions: Last but not least, you can provide real-time value and solutions to your customers through interactive content like quizzes and calculators.
8 Ways to Help Customers Succeed with Interactive Content
1. Offer Personalized Solutions with Quizzes
70% of customers spend more with businesses that provide fluid, personalized, and smooth customer experiences.
Interactive content types like quizzes help you accomplish multiple goals, including engagement, lead generation, and personalization. And these ultimately convert to customer success.
You can create various types of quizzes according to your target audience and business objectives.
- Regular Outcome Quizzes: These quizzes provide customers with personalized outcomes based on their answers. These could be a personality quiz, scored quiz, or a trivia quiz.
For instance, if you’re a clothing brand, you can create a quiz like “Which F.R.I.E.N.D.S Character Are You?”. This will attract users to take this personality test. And once you’ve engaged them, you can show them products related to that character. This would increase conversion rates for your brand.
- Social Media Quizzes: These quizzes have recently become popular among businesses. Social media quizzes are usually fun and viral in nature. This is why they are one of the best content pieces to generate leads and increase engagement on social media.
For instance, a travel firm could create a quiz asking users about their travel choices and share the outcomes on social media. This can generate relevant leads and increase brand awareness.
- eCommerce Recommendation Quizzes: eCommerce recommendation quizzes are created particularly for eCommerce sites. They can assist customers in finding products that fit their tastes and increase their chances of purchasing. You can simply list all your products and show the users options that fit them the best.
Quizzes are powerful interactive content that engages customers and delivers personalized recommendations.
By tailoring queries to their interests and choices, you can provide a more customized experience and expand the possibilities of customer satisfaction and loyalty.
To make the entire process of creating quizzes fast, you can opt for easy to use no-code tools that come with pre-made templates.
2. Educate with Infographics & Videos
Infographics and videos are incredibly engaging and visually attractive methods to educate customers and boost customer success.
Infographics utilize charts, graphics, and other graphical resources to deliver information in digestible parts. On the other hand, videos demonstrate how to use a service or product, offer educational content, or share customer reviews.
The key to customer success is providing information at every step of the buyer’s journey. And videos and infographics are apt for that.
3. Offer Real-time Value with Calculators
Customers are 2.4 times more likely to adhere to a business when their issues are solved quickly.
Calculators, a crucial interactive content type, can offer buyers real-time value effortlessly. They just have to fill in their requirements and are good to go.
For instance, a mortgage lender could make a calculator that allows customers to calculate their monthly mortgage expenditure based on their interest rate, loan amount, and other aspects.
With real-time value, you can establish yourself as a reliable and helpful resource for their users. Here are a few quick tips to aid you in building calculators that offer real-time value:
- Recognize your target user base and their exact requirements before making your calculator.
- Ensure your calculator is easy to navigate and user-friendly.
- Use concise and clear language, and avoid technical jargon.
- Make sure that your calculator offers factual and up-to-date outcomes.
- Test your calculator totally before releasing it to guarantee it works effortlessly.
4. Test Knowledge Using Tests & Assessments
Tests and assessments can be extremely compelling to help your customer succeed. They help to gauge your customers’ knowledge and recognize any learning gaps.
Testing your users’ knowledge and industry expertise allows you to acquire beneficial insights and modify your training sessions accordingly.
Besides, giving prompt feedback and resolutions lets your customers comprehend the correct o
Lanswers and feel an emotion of accomplishment.
5. Address Queries or Issues with Chatbots
Chatbots are tools that can communicate with users with voice or text commands. They can assist customers in finding information, responding to common questions, and resolving problems.
Are You Ready to Master Social Media?
Become a Certified Social Media Specialist and learn the newest strategies (by social platform) to draw organic traffic to your social media sites.
Implementing chatbots can lower response times and enhance customer success rates. Besides, they can free up customer service associates to tackle more complex problems, leading to cost savings.
Ensuring it is easy to use and can control a wide range of queries is crucial when building a chatbot. It should understand natural language and should be capable of human-like interactions.
6. Engage Your Audience with Live Q&A Sessions
Another fantastic tactic to increase customer success is live Q&A sessions. Q&A sessions allow attendees to discover more about a topic or even talk with someone they would never generally have access to.
These are the perfect forums to foster debates, exchange ideas, and share knowledge. This could be the opportunity to meet with your users one on one and get to know them and their challenges, feedback, and future requirements.
You can conduct these sessions on social media channels or via webinars.
7. Get Instant Feedback with Surveys & Polls
Using customer surveys and polls helps you determine areas to develop and capitalize on what you’re doing well.
What’s the best way to know what users think and need? It’s to simply ask them. Getting first hand opinion also cultivates a more positive association with your users.
Requesting, examining, and executing customer feedback is critical to enhancing your business and guaranteeing customer success. And a good form builder can help you get started!
8. Create Valuable Content Using Interactive E-books & Blogs
Interactive blogs and e-books help establish your firm as an industry leader. But how can you make a blog or ebook, which are types of static content pieces, interactive? Well, you can embed interactive content like quizzes and polls in your blog to make users engage directly with you.
This strategy can enable customers to make good decisions by offering them useful information. This can draw new users and also boost existing customer loyalty.
Blogs and e-books are the best ways to educate and engage your users. And turning them interactive can only make things better!
5 Helpful Customer Success Tools for Every Budget
HubSpot is a flexible customer success management software offering numerous customer-facing operations features. It provides software like SEO, social media marketing, content management, etc.
Key Features:
- It allows building forms that adjust to users’ browser history.
- Lets you put reminders for duties and follow-up activities.
- Sends automatic follow-up emails to customers.
- Has a built-in data analytics engine.
- Incorporates well with Salesforce, SugarCRM, Netsuite, etc.
2. Outgrow
Outgrow is a no-code tool to boost your customer success efforts with tools like calculators, quizzes, forms, polls, chatbots, giveaways, etc.
You can create an interactive tool within minutes and embed it on your website, blogs, or email newsletter. Outgrow also offers several premade templates optimized for your mobile, tablet, and desktop. This ensures you serve your customers without much effort.
Key Features:
- Customize the design as per your brand guidelines.
- Make beautiful quizzes and surveys with a drag and drop builder.
- Generate leads and deep customer insights.
- Integrate with 1000+ apps.
- Analyze the performance of your tools.
- Get around-the-clock chat support.
3. Zendesk
Zendesk, a cloud-based help desk management solution, offers customizable utilities to develop customer service portals, online communities, and knowledge bases. It provides a customizable front-end portal, integration with apps like Google Analytics and Salesforce, and live chat features.
Key Features:
- An all-in-one customer services and lead generation platform.
- Perform email, chat, phone, and social media altogether.
- Offers a lot of customization choices.
- Comprehensive, robust reporting and analytics.
- Supports several languages.
4. Front
Front is a customer interaction platform that allows teams to consolidate texts across channels, drive them to the right individual, and get visibility into what’s occurring with every customer.
Key Features:
- Automatically aggregates & routes user conversations from your channels, guaranteeing every message reaches the right person.
- Calculate team performance and customer happiness.
- Live chat support for quick assistance.
- Strong analytics and reporting to measure success.
5. Helpjuice
Helpjuice concentrates particularly on allowing users to build a customizable knowledge base to be utilized by both internal workers and their buyers. Such customization permits users to modify the look and feel of their brand’s internal and customer-facing knowledge base.
Key Features:
- Provides centralized knowledge repository.
- It has an intuitive, customizable, and user-friendly interface.
- Enables instant content updates and edition control.
- Provides strong search functionality to find appropriate information.
Final Thoughts
With customer expectations expanding continuously, customer success is a focus that can compel long-term business growth.
In this blog, we revealed 8 actionable strategies for achieving real customer success. We dived in further to find out 5 tools that help you get started on this journey.
It’s vital to note that customer success is not a one-time project but a constant process that needs ongoing effort and dedication. If you liked the tips we shared with you or have any questions, mention them in the comment section below.
All the best for your customer success journey!
[TAG9]The post How to Drive Customer Success With Interactive Content appeared first on DigitalMarketer.
Frequently Asked Questions
What is your greatest motivation?
Do you want to know my top motivations? Let me tell you. Helping people feel better about their lives is what motivates me the most. To make people realize they are incredible, because they really are. That they are worthy of love, because they are.
They are entitled to happiness.
I am here to remind everyone that it is more important to feel good about yourself. Nothing. And I'm determined to make the world a better place.
When we feel good about our own self, we are more open-minded and compassionate to those around us. It's a great thing to stop judging others based on superficiality. Instead, we start to see the person inside.
The most powerful way to motivate someone is to show them that they already have everything they need within themselves.
They may not have realized it yet, but that's why they've been struggling with something for so long. Because they knew deep down within they had the power and ability to heal themselves.
All they required was the right environment, the correct support system, and a positive mindset. They lost sight of this.
They lost sight of the problem. They were too busy trying solve the problem. They were too busy trying to fix the problem, when they realized that they had all of the tools needed to solve it.
They also forgot to mention that the main reason they couldn’t solve it was because the answer wasn’t in their heads.
So I am here to remind you that you have the ability to create an entirely new reality. It is easy to tap into your inner genius.
All will be well once you do that. It will be a joy to realize your dreams.
You see, every person has their unique superpower.
All we need to do is learn how to use them.
What is the importance of motivation for entrepreneurs?
Motivation is the fuel that drives us forward when we feel stuck or lost. It allows us to face our fears with courage and make tough decisions.
Motivation is also key to success. When we lack motivation, we become lazy, unmotivated, unproductive, and ultimately unsuccessful.
Finding ways to motivate yourself is key to unlocking your potential. It is important to find a way that motivates you throughout the day.
Think of it like a muscle - the more you exercise it, the stronger it becomes. If it's not exercised, it will begin to weaken.
Entrepreneurs who are self-motivated are some of the most successful. They set goals and plan the steps to reach them.
There are times when you need to be motivated. Here are three simple steps to help you keep going.
Step 1) Get inspired. Find someone whose example inspires you. Someone who is already achieving what you'd like to accomplish.
Step 2) Set small goals. Be realistic about each goal. The next step is more important than the end result. You'll be able reach your goals faster if you break down large goals into smaller ones.
Step 3: Reward yourself. Give yourself rewards when you've completed your goals. You don't need a reward to be material. It could be as simple as taking the time to do something that you enjoy.
Motivation is a choice. Choose to be happy and to succeed, and to live an abundant life.
You can make a difference in your life today. It is important to take the first step and decide to change. Next, you must take action. You can start living the life of your dreams now.
What are the five essential factors of motivation for entrepreneurs?
Motivation is the key ingredient to success. Without it, nothing would happen. In fact, it would be impossible to exist without it.
Motivational psychology studies the behavior of people when they are motivated. We do amazing things when we are motivated. There are limits to our motivation.
The five most important motivating factors are:
- Autonomy – The freedom of choice
- Mastery - The ability to master skills
- Purpose - The sense of purpose
- Relatedness - the feeling of belonging
- Reciprocity: The desire to give something back
You may feel that these motivators could be applied to your business. In reality, however, each provides a slightly different perspective on why people act as they do.
A person may desire autonomy because he wants freedom and control over his life. Perhaps he seeks mastery in order to excel at his job.
You could go on. These are just some of the motivations that could be used. There are many others. What are the most appropriate for your particular situation? You decide.
I would recommend writing down three words that describe your ideal job environment to help you determine this. Next, take these words and apply them in your current work environment.
If you find it difficult to think of ideas, try asking yourself this question: "Why are I doing this?" Your goals will be identified when you have an answer.
Once you've identified your goals, it is possible to begin to assess where you are at the moment. That knowledge can help determine if you should change.
If you don’t want to make any changes, it's time to assess your options.
If you want to make changes, you need to think of ways to motivate you.
Which of these motivators is most effective? It is difficult to know. Instead of focusing only on one factor, consider all five.
This will enable you to reach your ultimate goal: being a successful entrepreneur.
What are the benefits of having an entrepreneurial mindset?
Entrepreneurship has many advantages. First, you are more self-reliant. You can no longer depend on others.
You will be able to work for yourself and follow your dreams. Because you have similar interests and challenges, it helps you to build relationships with other entrepreneurs.
You gain confidence. You learn new things as an entrepreneur. This gives you the ability and flexibility to change quickly. Thinking outside the box means you won't get stuck in a rut.
We are no longer bound to the regulations and rules that society places on us when we start our own businesses. We are free to choose what we do and how we live.
We can choose to follow the crowd or go against it. We have the option to choose success or failure. We can choose either to fail, or win.
The freedom you have is exhilarating. This freedom comes with a lot of responsibility. You are responsible for everything that happens in your business once you take on this role.
Learning to manage risk is key to success. Don't be afraid trying new things. You can reach your goal if your willingness to learn from past mistakes
These are some of the lessons you should keep in mind when embarking on your journey.
Remember:
- Entrepreneurship is a lifestyle choice.
- If you manage your own business, you are the boss.
- Be cautious about following the trends.
- You don't measure success in money. It is in freedom.
- You need to balance your personal life with your professional life.
- Set clear expectations.
- Always be open with your team.
- Remember, if you want something to happen, you've got to do something about it.
How to motivate yourself as an entrepreneurial leader?
The best way to motivate yourself is to find someone else who is motivated to do what you are trying to do. Ask someone who is working hard for his goals about how they did it.
Ask for advice, listen to others, and then, most importantly, do it. Follow the example of someone who is successful.
Do whatever it takes to become that person. Learn from them. Take their notes. Follow their example.
Keep moving. Keep moving. Never stop learning. Never give up.
Don't let anyone tell your that you aren’t capable. Don't let anyone tell you that there isn't a path for you to follow.
Failure doesn't automatically mean that you are a failure. Failure is an opportunity that can help you grow. To learn more. To push harder.
Failure is just another step in the journey to success.
So go ahead and get started. Do something today that will help you get closer to your dream.
What are you waiting to do?
These are the 6 most important questions to ask entrepreneurs.
Motivation is the key ingredient to any business. Without motivation, you will not get out the door each day. If you lack motivation, it will be difficult to complete your projects. Motivation is essential for reaching your goals. How do you find your motivation?
You may ask yourself, "What motivates me?" It might surprise you to find out the answer. Perhaps you have been asking this question for years. If you don't ask yourself this question, then you are missing out on one the greatest rewards of your life: the opportunity to discover your motivation.
Discovering why you are there is the best motivation. You will then realize what drives yourself. This is when your purpose becomes clearer, more meaningful. What makes you care? You'll be more motivated if you can figure this out.
Looking within is the key to unlocking your motivation. These are the questions you should ask yourself:
- What is my passion?
- What makes my heart beat quicker?
- What's the thing that makes me happy?
- What gives me butterflies in the stomach?
- What makes me feel alive?
- What is it that makes you want to return to your project over and over again?
Once you know your answers, you'll be able to identify your true motivations.
Motivation will be your strength through difficult times. It will provide you with strength when you are most in need. It will help you work harder. It will push you to achieve success.
And if that's you, you won't stop looking for your motivation.
You might be surprised at what you find. You just might be surprised at what you find.
Statistics
- “Effective communication is 20% what you know and 80% how you feel about what you know. (americanexpress.com)
- Our 10 years of research also shows that 75% of mentored entrepreneurs increased their revenue, and 82% of their businesses survived the first two years. (carolroth.com)
- Invest at least 30% managing those with authority over you and 15% managing your peers.” (americanexpress.com)
- That means for $150,000, you could have bought 10 percent of Airbnb." (entrepreneur.com)
- I shifted my motivational point from something huge (and undefined) to improve by just 1% each day. (carolroth.com)
External Links
twitter.com
businessinsider.com
- 101 Best Inspirational Quotes For Entrepreneurs
- SpaceX employees: Elon Musk has almost impossible goals
entrepreneur.com
oberlo.com
How To
What are five motivational factors for entrepreneurs?
Entrepreneurs want to be financially independent. This is because they want to have control over their destiny. They want to be able to provide for their family and themselves.
They are also motivated by the desire to help others. Most people who are successful in business don't do it for their own gain, but to help others.
There are many other motivators, in addition to the above.
- Passion - To succeed, you must love what you do. Why would anyone else do what they are doing if you don't love it?
- Vision – A vision is a picture of where you want to go. We can imagine ourselves there when we dream. We feel excited when dreaming because we know our dreams can become real.
- Courage: Don't fear failure. Take it on the chin. Failing is inevitable but it doesn't have the power to define you. Failure is not inevitable. However, you can still achieve success if your persistence is constant.
- Belief – Believe in yourself. Do not allow doubt to keep you from achieving the goals that you set. Doubt is often caused by fear. Fear keeps us stuck in our comfort zone. So break out of your comfort zone and move towards your goals.
- Persistence - Do not give up, no matter how difficult it seems. Everybody fails at times. If you persevere, you will reach your goal eventually.
