It is essential to provide excellent communication and support at every stage of the customer journey.
An excellent experience is crucial to retaining customers for longer. It's important to note that exceptional service, communication, support, etc. do not end at the onboarding process. You must ensure you keep your customers engaged with and excited about your product, service, or platform throughout their entire journey.
Your customer journey should be designed with the customer in mind.
It should be easy to understand and provide value at every stage. When your messaging feels genuine, personal, and direct, your potential customers will feel appreciated, increasing their customer lifetime value for your business. If your customer journey is confusing or difficult to use, customers will churn. You don't want to leave them hanging!
A study shows that 91% of customers who have a poor experience with a company just up and leave without notice. And, 40% of them will go on to tell other potential buyers or clients not to utilize the company due to their own bad experiences.
Your customer success strategy must be developed strategically and intentionally. This means, tracking customer health scores and taking decisive action as needed. One example reported by Vitality.io showed a SaaS company that was able to reduce churn rates by 50% in just one year by “automating time-consuming tasks and increasing CSM bandwidth with customer insights.”