3 Deadly Mistakes In Customer Success (And How You Can Avoid Them)
The fundamental rule in Customer Success is to understand what your customers need.
So far so good.
But the problem is most people don’t take the time to find out what’s happening behind the scenes.
These are moments when your customers pull the trigger and switch to your solutions.
And your primary goal is to decode their underlying desires and take action.
So, here are 3 mistakes you need to avoid to ensure you align with your customers’ deepest motivations:
1/ Don't sell the mattress. Sell a good night's sleep.
People don’t buy products.
They buy the promise of a change for the better.
Their emotions and feelings always come first before any rational decision and logic.
When you understand what they want, you can position your products as the right solution.
This is why you need to find out what their most selfish needs are first.
Then craft and laser-target your messaging with that idea in mind.
Don’t talk about features and how great your product is.
Focus on what’s in it and what you can do for them.
So, don’t sell the product, sell the outcome instead.🤓
2/ Don't sell the vitamin. Sell the painkiller.
Your customers bring you many concerns at once.
But your role is