Posts Tagged ‘re-engaging customers’

Delight with These Automated Customer Service Strategies

Monday, May 15th, 2017

Looking for easy ways to deliver impeccable customer service?

Nothing’s easier than automation. Set it up once, and you’re golden. From triggered emails that keep customers engaged to helpful onboarding emails that guide your visitors into a desired action, there are a ton of fantastic ways to be present for your customers (even when you’re not actually there).

This may sound ironic, but automation can actually forge a more human connection with your customers. The Internet can be cold and unwelcoming. You can counter-balance that by anticipating the needs of your customers and setting up experiences that help them succeed. With just a little planning and foresight, your automated interactions will feel intuitive and even interactive.

Let’s get into the details of how to create these experiences with your customers. We’ll take a look at the best and easiest ways to automate customer service without sounding robotic or disengaged.

Check out this awesome list of automated emails to send to your customers (and when).

Why Use Automation?

Not sure if you should automate your customer service?

At first glance, customer service automation sounds pretty soulless. If your customers don’t actually interact with a real human, how can you deliver a delightful, individualized experience?

That’s a valid question, and here’s the equally valid answer:

Automation allows you to respond to the 21st-century customer– the type who uses the Internet and doesn’t want to wait until for normal business hours for an answer to their question. On the Internet, everything’s open 24 hours a day. There’s no such thing as Monday through Friday business hours.

It’s old school madness to expect your customers to wait hours, or days even, to get in touch with a real human.

By automating your customer service, you can help your customers solve their issues as quickly as possible without waiting on human intervention. According to this study conducted by the Center for Generational Kinetics, the majority of American consumers prefer self-service customer service. A whooping 65% of customers feel positive about both themselves and the company when they can solve a problem without contacting human support.

Let that sink in for a moment.

Most customers, particularly millennials, prefer to avoid human interaction. For a huge portion of your customer base, it’s actually a loss to contact a customer support agent. But that doesn’t mean that you should abandon customer service altogether– instead, make your customer service more self-service friendly. Hello, automated customer service.

Another benefit of automating your customer service is scalability. You’re able to reach many more people when you automate interactions. It’s a lot easier to create one message that can be automatically delivered upon trigger than it is to keep writing that same email over and over again. You’ll free up your customer service staff to focus on the issues that truly need human intervention.

And last, but not least, automating your customer service shows that you care.

Have you ever reached out to a company via email and then… crickets. You didn’t receive a “Hey, we got your email and we’re working on it” response. You sat there wondering, “Did they receive my message? Maybe I should send again…” Don’t banish your customers to this communication purgatory.

When you send a response– even if it’s an automated one– you reassure your customer. You also communicate that you care about the customer’s experience.

Next, let’s discuss how to implement automated customer service in your business.

Anticipate the Needs of Your Customers

When will your customers need your attention or support the most?

A lot of people make the mistake of thinking that customer service is reactive. The best customer service is proactive, especially when it comes to automation. If you can anticipate when your customers are most likely to need you, you can create systems to guide the customer into your desired course of action.

Here are two stages when your customers are more likely to need your support:

Before Becoming Customers

The majority of your first-time visitors simply won’t be ready to buy. You’ve got to nurture them from prospect to customer– and you can automate a big chunk of that process.

Whether you offer a free trial or a free lead magnet in hopes of wooing visitors onto your subscriber list, you can use automated systems to invite and then deliver the goods.

Then, you can stay connected to your prospects through ongoing automated email (more on this a little later).

During Onboarding

Once you’ve converted a prospect into a customer, you can use automation to deepen their engagement with your app. Setup trigger emails or messages that help the user find success in using your product. For example, if it’s been a week since the user last logged in, send an email that prompts the user to do so.

The onboarding process is about guiding your customers to success when using your app. Automation can help keep your customers engaged from the very beginning.

Ask yourself this question:

How can you help your customers have an enjoyable and delightful experience with your app?

Get detailed and use these answers to create an almost intuitive customer onboarding experience.

Automatically Route Incoming Emails

Are you segmenting the emails that arrive in your general “help” inbox? If not, you should.

It’s not an efficient use of time to individually sort through every email to figure out which department you should forward the email to. Set up filters and route emails that contain specific keywords or phrases to the right department automatically.

Send a Series of Automated Emails

Email allows you to serve your customers while also staying top of mind. Use email to deliver anticipatory customer service.

Feed a steady stream of helpful emails to your customers. Teach your customers how to use your product– this is a big part of customer service. Offer in-depth tutorials, share how-to videos, and link back to your knowledge base.

Create a series of automated emails, such as a tour of your app, a list of best practices, and common customer uses. Schedule those emails to send at specific intervals that coincide with your free trial, if applicable. Then, set those emails to send whenever someone signs up for your service.

How to Begin Automating Your Customer Service

Get Retained. We’ll help you automate your customer service and increase your customer retention rate. By providing you with actionable insight about your customers, it allows you to rescue those who are in danger of churning. Follow the predictive clues to figure out who you need to reach out to before it’s too late.

If you haven’t already, get your invitation to Retained here now.

Don’t forget to download this list of automated emails to send to your customers.

How to Hire for Customer Success

Monday, November 28th, 2016

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Are you looking at expanding your team to include dedicated customer success people?

Many SaaS are acknowledging the importance of customer success and are moving to hire teams dedicated to it. As we’ve written about previously, these are not teams who provide a customer support role, there is a big difference:

“The answer lies in the timing of the interaction with the customer; customer support exists in reactive mode where they are taking action because the customer has contacted them with a problem. Their job is to resolve these problems as quickly as possible.

Customer success teams have a more proactive role. Their role is about fostering engagement between themselves and the client, and the client and the product. They want to ensure that the customer derives meaningful value from the product. This means there is more longevity in the relationship between customer success and the customers.”

In any kind of customer-facing role, you don’t want just anyone filling in. For a start, anyone who deals with customers should be of a “built to serve” kind of mentality. Secondly, if we look specifically at customer success, you need people who are suited to the proactive nature of the role.

Here’s how we think SaaS should hire for customer success:

What does “built to serve” mean?

What should you look for in a customer success person? Get our checklist here:

As we mentioned, one of the number one traits for anyone who deals directly with customers should be that they are “built to serve.”

You’ve probably noticed that there are large numbers of people employed in some kind of customer service role who tend to be fairly light on the “service” aspect, and this is exactly what we mean. Your customer success people need to have a heart for serving others, an innate drive to get the best results for their customers.

As Glide Consulting state: “Being built to serve means caring about the customer’s journey. Each customer will have their own journey, but they usually follow a similar path. At any point, the CSM’s role is to anticipate problems, solve them, and make the customer experience the product’s value.”

The fact is, we’re all made up differently and you’ll find that that person on your team who is excellent at bringing in new business will probably struggle with customer success, and vice versa. Glide Consulting also point out that “built to sell” people are on the opposite end of the spectrum with a completely different set of skills. They enjoy conquering numbers and thrive on deal-closing, but would probably struggle if asked to take on the “servant” role.

Here are some other traits of “built to serve” people:

Empathy

Your customer success people need to be genuinely interested in people and getting to the root of any issues they may have. They need to anticipate needs and be good readers of customers’ feelings.

They “give a damn”

Amanda Saunders of Totango points out that good customer success people have a strong desire to win, both for their customers and their company. They probably have a history of excellence and will take on customers with no less enthusiasm than what any founders before them displayed (possibly even better!).

Hire someone who is truly invested in the success of your business, who wants to see your clients, and therefore your business, do well.

gone-with-the-wind

Choose people who DO give a damn – Image source: The Guardian

They are problem-solvers

People who stick firmly by-the-book are not usually the best-suited to a customer success role. Good customer success people need to think creatively and look for ways to work with the customer which don’t necessarily follow a rigid set of rules. They are agile and prepared to quickly change direction if need be.

Communication skills

Good communication lies at the heart of any excellent customer experience. Your customer success team need to be active listeners, ask thoughtful questions and be clear communicators in all they do.

Language also plays an important role here; the best customer success people instinctively know how to use language appropriately which can engage the customer, foster their loyalty or de-escalate any kind of issues.

Well-organized

Your customer success people need to be highly proactive as well as responsive if the need arises. Every customer should feel like they are a high priority and not languishing somewhere far down a to-do list. This means you need people who are very organized.

They love to teach

A core role of customer success team members is to help guide customers through their journey with your company so that they can realise success with your product. This means you need people who enjoy teaching and are able to present things to customers clearly. Lots of patience is also a plus!

Critical and strategic thinkers

Your team members need to have good skills when it comes to thinking things through when interacting with customers. They need to form the bridge between what the customer’s needs are and what the overall company goals are.

Supporting Customer Success

If you’ve found the right people who are “built to serve”, then next it’s your job to make sure you’ve got the right support in place to ensure they can successfully come into the job.

A surefire way to inhibit the success of your customer success team is to be vague about what you need them to deliver or where they fit in your company. Here’s what you need to support customer success:

Know exactly why you need them

As we’ve mentioned, customer success is a role very distinct from customer support. Make sure you have clear deliverables drawn up for each so that there is no blurring of the lines. For most SaaS, customer success is going to have goals revolving around engagement and retention make sure their deliverables are specifically things they have control over.

Make sure you have a clear understanding and description of the role you need. This will not only help your team to succeed, but it will help you to identify the most appropriate people with the traits we outlined above.

Know where they fit

In SaaS startups, you may not have large departments for each function just yet, but once you do, you’ll need customer success people who are capable of communicating and collaborating across all of them and presenting a case in the interests of the customer. Technical aptitude and passion for the product can be useful here too.

Make it clear to customer success team members where they fit, who they need to be communicating with and what they should expect from them.

Support Wellness

Wellness is important for employees in any role, but you do need to be mindful of people in those customer-facing roles, particularly as they may spend a lot of time dealing with issues or assuaging unhappy people. This can be draining work, so it’s important to recognize that and provide a safe space for work/life balance and simply taking breaks.

As Ryan Engley talked about in an interview with HelpScout: “We need to challenge ourselves to help nurture and grow individuals in those roles, or they’ll wear down and look for careers elsewhere.”

young-woman-relaxing-during-massage-therapy

Who should you hire for customer success? Get our checklist here:

Final Thoughts

Hiring for customer success means not hiring just anyone to fill a role, it means identifying those who are “built to serve” and have the kinds of proactive traits required of the job.

Your customer success people should be invested in the success of the customer and the company. They should be top communicators and savvy problem-solvers. They should also have a knack for identifying needs, often even before the customer has identified them themselves.

For SaaS owners, supporting customer success in the company is key. Have clear goals for the customer success roles and know exactly where they fit in your company. Provide them with the space to achieve a healthy balance.

How to Build a Better Knowledge Base

Monday, October 31st, 2016

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How close to 24/7 does your SaaS have team members available to answer queries or support tickets? If you’re like most, the answer is nowhere near 24/7 which means you better have a viable alternative to actual humans for answering important customer questions.

Your customer support can make or break a SaaS as far as encouraging retention of customers so it’s important you’ve put the effort into making their lives as easy as possible. They don’t want to search for how to get help; they want easy options which allow them to find answers quickly themselves.

A good knowledge base can provide a solution that both you and your customers can live with. The key though is that it must actually be useful and it must be easy to use.

Customers who click around forever or who come up with too many irrelevant hits for their typed searches will probably give up in frustration. How can you build a better knowledge base?

Which tools help create a good knowledge base? Check out our quick guide:

Assign an Owner

Let’s face it, some website knowledge bases you come across are a complete mess, rendering them ineffective to users. Some companies have taken a kind of scattered approach where they try to have their knowledge base come together “organically”, meaning no one takes real ownership of getting it together.

You’ll find that assigning one owner, even if the knowledge base is just one aspect of their job, will help to create a better experience. Having that one person as an owner can have advantages because:

  • They are familiar with the knowledge base and can ensure there is a cohesive system without any double-ups.
  • They can uphold standards for the content of the knowledge base.
  • They can monitor for issues and ensure that any new information is added to the knowledge base.
  • They can prioritize and assign content (there’s nothing to say they have to do it all themselves!).

The aim is that you create a resource that is actually useful, rather than a “we did it because we thought we should” kind of approach. That one person can be your gatekeeper.

Include the Right Content

Documenting your processes and best practices can seem like a real drag, but it’s one of those things that if you put the time in upfront, you can save a lot of time later on. Let’s say you have a particular “how to” question which is always coming up as a support ticket or customer service request; how much simpler would it be if you documented a clear, step-by-step answer to that question which you could direct people to in your knowledge base?

You’re busy with a million things running your business, but don’t underestimate the power of good documentation to take a load off your plate in the long run. Good knowledge bases have been shown to reduce support tickets and (as this Zendesk infographic shows), customers actually prefer self-service options over contacting a support agent.

zendesk-self-service

It’s not just customers who will find your knowledge base documentation helpful, it’s employees too. If you’re growing your team, a lot of your time can be taken up with answering questions or training people on your product. Creating good knowledge base information will help new employees to learn on their own.

You might wonder where to start and which content you should be creating. The simple answer is to start with the basics. Go through your software and explain each little piece and how it works. Keep track by having a master list of topics which need content created and assign to others where you can. You should also keep a list of customer support questions that come up — these may be prime candidates for new content or to update what you already have.

Structure Documentation Well

If you want your knowledge base to really be effective for users, you need to uphold standards for how you structure documentation. Everyone has had that experience where they need to follow instructions or learn about something through reading, but find that the formatting of the document or instructions are so bad that it’s a chore to get through. (Instructions for putting together furniture rate highly up there! Some are very illogical and certainly not user-friendly).

Your documentation for each item on your list should be logical and start with the natural starting point for the user. For most software examples, that would involve an instruction such as “from the home screen click on the X tab.” Never assume that someone will know — you need to write as though they are a brand new user and structure in logical steps.

Format and language should also be considered. Large, wordy paragraphs may put people off or lose them. Use formatting such as headers, bullet points and numbered lists to help break content up. With regard to language, be as plain as possible and use a consistent tone across your content.

Multimedia is a great idea to spice up your documentation and acknowledge that there are different learning styles among your users. For example, visual learners will appreciate images, gifs, video walkthroughs and screen shares. Having these different types of media will help reinforce the learning and reduce support questions later on.

zendesk-knowledge-base

Source: Zendesk

Make the System Simple

The structure of your knowledge base plays a big role in whether your customers will actually use it. There are a number of tools out there to help you build a good knowledge base system, but here are a few pointers as to what that actually means:

  • It should be easy to find and use language a user would expect. For example, via a “help” tab, “support center” or even simply “knowledge base.”
  • It should be well-organized. Users should find it is logical to search for what they need, such as by looking under categories for related topics.
  • Have a “getting started” section (or similar) near the top so that people can clearly see where to start with the basics and won’t be put off by your advanced content.
  • Make common questions prominent. You probably already know what those are, so highlight those with something like a “most popular” list.
  • It should have a good search function. We’ve all seen websites with terrible search functions. No matter what you type, you get two dozen unrelated hits, none of which answer what you were looking for. Test out your search function and make sure it comes up with logical responses, including related keywords where possible.

Promote Your Knowledge Base

Tell your users that your knowledge base is there! As part of onboarding, you should make it very clear to customers how and where they can get help, which should include directing them to your knowledge base.

As a bonus for creating all of that content, why not use some of it in “weekly tip” newsletters or even as quick tip social media posts? It’s a good way to maximize use of your content investment and remind customers about your knowledge base at the same time.

Need a good knowledge base tool? Check out some of our favorites:

Final Thoughts

As SaaS we often have limited time and resources, yet we need to ensure that we’re keeping our customers engaged and providing the support they need.

A big part of the customer experience is how well they feel supported and how easy you make it for them to get that support. Rather than waiting to get in touch with a representative or hear back from a support ticket, customers want self-service options and an effective knowledge base will serve that purpose.

Have a good plan and assign someone to be in charge of looking after your knowledge base. Create good, logical content using different mediums and promote its availability to your users. An effective knowledge base might take work, but it will save you even more in the long run.

Lessons From Offline Retail To Help You Retain Your SaaS Clients

Monday, December 28th, 2015

Lessons-From-Offline-Retail-To-Help-You-Retain-Your-SaaS-Clients

How does your SaaS address customer retention?

If you are an average company, your churn rate probably sits between 5% and 7% annually. Less than this and you are among the high-achievers, but if your numbers are any higher, you are heading towards trouble.

Lincoln Murphy notes in SaaS Growth Strategies that 30% of SaaS companies surveyed had an unacceptable churn rate. There are also a surprising number that don’t give churn a lot of attention, focusing instead on strategies to bring in new business.

Given that it tends to be easier to keep a current customer rather than obtain a new one, you should be paying attention to retention!

Business owners often complain that customers aren’t forthcoming about why they cancel, but whether customers stay or go often boils down to similar reasons customers leave any offline business. Here we check out some lessons that SaaS companies can apply from the offline retail world…

What should you be asking to retain more customers? Click here for our free guide

Lessons from offline retailers

Whether a customer sticks with you or cancels boils down to one of two things:

  1. You have a product which provides them with demonstrable value.
  2. Your customer service

Assuming that your product is awesome and answers the needs of the customer, we will focus on elements that set companies apart for their customer service…

Acknowledging the customer

Most of us like to be acknowledged when we walk into a retail store. It communicates to us that the store values our business and that there is assistance immediately available if needed.

Perhaps it is a large store and we are looking to quickly grab one specific item, or we have a question about a product we already bought; we appreciate having someone available to quickly answer our questions.

The same can be applied to the service on your website. A greeting message showing where to get help is appreciated by the visitor who doesn’t want to spend a long time clicking around.

Real-time customer support is on the rise online too, with Zendesk’s Q1 2015 Benchmark Report finding that live chat provides higher customer satisfaction than any other service channel.

real-time-CS

They also report that 30 days after implementing live chat, help ticket volumes from webforms plummet, suggesting customers prefer the live chat option rather than waiting for an email response.

kissmetrics

A Kissmetrics article points out that live chat is an effective way of gaining direct access to a customer’s pain points. This puts your company in a better position to answer them before they silently cancel.

By implementing real-time customer support you immediately acknowledge the customer and make it easy for them to get the help they need. Just remember to use it wisely! Much like we prefer not to be followed around a brick-and-mortar store while browsing, it gets annoying on websites if your chat keeps popping up and visitors have to keep closing it before they continue…

Taking care of problems

When you walk into a retail store with some kind of problem with your purchase, usually the first customer service person you see can help you, or the next person they refer you to can.

Wordstream reported on a Zendesk survey which produced the following stats:

zendesk

You’ve probably faced the frustration of repeating yourself to multiple customer service reps before – it usually happens when you are being bounced around on the phone.

How well does your company handle customer issues? The customer should only have to explain their problem once to get it taken care of. Even if your customer service reps need to refer up, they should be introducing the customer and their issue – it’s a basic element of good customer service.

Recognizing loyal customers

How well do you look after your VIPs? Your local cafė gives them a free coffee for every ten or so they buy, while other retailers might offer a percentage discount or cash back for being a loyal customer.

People like to be recognized and loyalty programs tap into that need. A well-administered loyalty program has been shown to work.

Jeremy Smith writes in analysis of effective loyalty programs that they must be simple to enter and understand, provide truly valuable rewards, and require the continual participation of the customer.

It doesn’t have to complicated – perhaps your SaaS could offer an annual discount after 12 months of continuous subscription, free upgrades, or even discounts or vouchers toward complementary services.

Measuring customer satisfaction

What questions should you ask to retain customers? Get our guide here…

Businesses that stay ahead of the curve are tuned in to the sentiment of their customers. Retailers such as Lowe’s and Verizon measure the satisfaction of their customers by surveying them and keeping track of customer growth and churn.

Another important factor that takes into account those who dislike surveys is making it simple for customers to leave feedback.  In a Forbes article it is pointed out that many consumers have “survey fatigue” now and are reluctant to complete them. You will get better information from those who are freely willing to give it (rather than trying to incentivize them), so clearly showing a simple channel for feedback may work better for many companies.

Either way, gathering actionable feedback is key. One feature of Retained gives you the ability to easily measure how customers feel with Sentiments. They will occasionally be asked how they feel about your app, can pick an appropriate emoticon and have the option of typing in some feedback.

sentiments

Store environment

Think about what you like about your favorite offline store; is it organized and welcoming? Easy to find things? The staff is knowledgeable?

Environment plays a big part in why we prefer one store over another, and all of those things are key components.

If you apply this to your own “storefront” online, how welcoming is it for your customers? They should be able to:

  • Understand the language you use (you need to be talking in their language!).
  • Easily find what they are looking for (you use simple navigation and menus).
  • Be able to connect easily with someone who knows what they’re talking about.

Your online storefront is part of how you serve your current (and future) customers. Just like any offline store, the environment has a documented effect on consumer behavior. A research paper on the online shopping environment points out that excellent website design adds value to the customer experience and has a positive correlation with their level of satisfaction.

Final Thoughts

Taking good care of customers is actually not that complicated, yet a large number of SaaS businesses are churning at a dangerously high rate because they’re not doing so well on the customer service front.

The reasons that customers stay or go tend to be the same reasons you would choose to stay or go at your local offline store. Customer service on any platform has the same basic requirements.

If your SaaS acknowledges customers appropriately, delivers demonstrable value, measures customer sentiment and stays on top of the numbers, and creates an inviting environment where customers can easily find what they need, you are laying the foundation for improved customer retention.

Use New Hires to Breathe Life Into Stale Customer Relationships

Monday, November 2nd, 2015

Use-New-Hires

On a broad level, you may think you have a clear idea of who your customers are. However, many times when you look at groups of people from a high-level you end up glancing over the unique qualities in individuals. This commonly results in companies that speak in generalities and platitudes. Sadly, doing this means that even though every one of your customers is unique – whether in how they like to be spoken to, or what their personal business goals are, or their lifestyle – you aren’t building personal relationships with them.

The lack of personal connection poses a few big risks, but chief among them is that customers will become unresponsive. For example, when you ask for feedback on a feature, they don’t respond or give monosyllabic answers. Eventually, this unresponsiveness can lead to account cancellation and bitterness.

To nip this problem in the bud and reinvigorate the relationship you can change a few things. You can get rid of the customer – unadvisable – or you can communicate a different message – very difficult – or you can replace yourself – your best choice.

Replacing yourself as the primary customer contact can breathe life into stale customer relationships and save accounts. Once you have new people on board, there are a few ways you can utilize their freshness to salvage customer relationships.

Announcing Fresh Faces

When you bring on a new hire, one of the easiest things you can do is to announce the addition to the team. A simple announcement may pique the interest of a handful of people, but that’s a missed opportunity. Instead, you should make sure that people understand that it’s not just a new hire, but it’s a new chapter. This means emphasizing their past experience and how that experience will result in new features and benefits that customers have been asking for.

For example, say there’s a company that’s been hard at work on a few new features for the past few months. The features are well underway, but they won’t be ready for two more months. It would be foolish to announce the features this early, but the company wants people to know that real progress is being made. A new hire blog post is a great opportunity to do this:

announcing new

Are some of your customer relationships going south? Here’s how to find out if it’s time to assign a new account owner. Get the checklist here.

Troublesome Troubleshooters

A troubling part of any business is unsatisfied customers – once they’ve reached the point where they’re openly discussing their dissatisfaction, there’s very little companies can do. This is because many of the root problems stem from either not finding value in the services provided or from personally disliking the people they’ve worked with at the company. Regrettably, these issues aren’t easily solved. Despite their, new hires can provide the answer.

A great way to use new hires to save the accounts of chronic complainers is to make them the primary point of contact for the customer. For example, if you send an email to one of your customers introducing them to the new hire and explaining that they’re going to be their new point of contact, you have a great opportunity. You can tell them that this new person wants to really make their mark, that you’re only assigning them high-priority customers, and that you wanted to make sure they got introduced by you personally. The new hire can take it from there and – starting from a fresh place – rebuild the customer relationship.

Show the Ropes

When you hire someone new, the first thing you typically do is explain the intricacies of the business, how you work, give them access to company accounts and tools, and get them started on a couple of projects. That’s all well-and-good, but make sure you don’t misuse this occasion!

Every new hire you bring on should be introduced to some of your customers with the request that the customer briefly show them why the product is great. Not only is it an educational opportunity for the new employee to learn more about the business, but it also encourages the customer’s loyalty by making them feel like one of the team. Flattering customers and making them feel like a close confidant is a sure-fire way to convince them to stick around, regardless of any past cynicism or negativity they’ve felt.

Letting Them Speak

It’s inevitable that your team will begin to think similarly over time. Shared experiences have the tendency to influence people in similar ways, without consideration of how people may have thought or felt initially. As a result, new hires have a voice and vantage point that is different than the rest of your company: they have a past that is unbiased by what you’ve already gone through.

You need to give this voice a platform where it can speak to your customers. Open up your social accounts and company blogs and allow new hires to speak freely about joining the company. This doesn’t mean overhauling your company’s voice, but rather showing customers that there are fresh opinions being expressed and the old way of doing things is being challenged. Yes, you should make it clear that these are the thoughts of just one new person in case things don’t change as radically as a post may indicate, but that doesn’t mean you should censor new ideas.

Are some of your customer relationships going south? Here’s how to find out if it’s time to assign a new account owner. Get the checklist here.

Final Thoughts

When you’ve reached the point where customers are openly complaining about your company or your services, it can seem inconceivable that they might transform into champions of what you’re doing. That’s why hiring new people is such a valuable moment. It can breathe new life into relationships and change the dynamic between your company and your customers.