How well do your customers like you?

Can the members of your organization identify the work that needs done to delight customers in every phase of the customer-organization relationship?

Could they name or describe the phases of those relationships?

There is a direct correlation between the awareness your team has of relationship-building processes and how much your customers are emotionally attached to your business - every time.

As a leader, you should be applying a framework to create specificity in workstreams that directly drive customer outcomes. Don’t miss this critical opportunity, otherwise you risk weakening your customers’ perception of your company.

Within your organization, align work with the underlying needs of customers. And that work needs to be helpful in allowing the relationship to progress through phases that result in success, on client terms. Every single touch point should be focused on this premise.

Can you tell if the work your team does is advancing relationships?

Do you have a model that helps the business understand what you’re doing well in that context?

Customer commitment and loyalty is all about how much they perceive you helping them achieve their goals. You need to systematize that interaction with a thoughtful, data-centric approach.

If you feel your organization is missing the mark in advancing customer relationships, contact Pachydermos info@pachydermos.com to discuss a Customer Success Health Check and to learn more about our Customer Success Model.

#CustomerSuccess #ExecutiveLeadership #BusinessHealthCheck