“Alright, let’s break down what customer success is in a simple way:
Helping Customers: Imagine you’ve bought a new video game. Customer success is like having a friend who helps you understand how to play the game, so you can enjoy it more.
Listening to Problems: If you have trouble with the game, this friend listens to your problems and finds ways to solve them.
Making Things Better: They also suggest new games or updates that can make your gaming experience even more fun.
Keeping in Touch: This friend keeps checking in with you to make sure you’re still having a good time with your game.
Happy Customers: The goal is to make sure you’re really happy with your game and help you get the most out of it.
So, in a job, customer success is about making sure people who use a company’s products or services are happy and getting the most out of them.”
Then asked if it was really about keeping customers happy and…
“Customer success is more than just keeping customers happy. Here are a few key points:
Achieving Goals: It’s about understanding what customers want to achieve with the product and helping them reach those goals.
Building Relationships: Developing a strong, trusting relationship with customers is crucial. It’s not just a one-time interaction but an ongoing partnership.
Feedback and Improvement: Listening to customer feedback and using it to improve products and services is a big part of customer success.
Proactive Support: It involves anticipating customer needs and problems before they even arise and addressing them proactively.
Customer Retention: Keeping customers using the product for a long time is important. It’s not just about making them happy once, but ensuring they continue to find value.
Educating Customers: Teaching customers how to use the product effectively so they can get the most benefit from it.”
Not too bad a start – one mention of value and none of outcomes. Now to test it out with a 10 year old – or one of the “not so little” Nobles.