3 Ways to Check Up on Customers - Docket

3 Ways to Check Up on Customers

If you are looking to remain competitive in a hypercompetitive, global environment, you need to make sure that you check up on your customers with a sense of loyalty. Today, customers have higher expectations than ever before. They are more educated, and they are looking into every company to whom they give their money. It is vital for businesses to not only focus on acquiring new customers but also on retaining old ones. With this in mind, customer success management is one of the most important parts of remaining competitive today. What are some of the key points to keep in mind?

Customer Success Management

If you are looking for a way to make sure that your customers know that you care about them, you need to check in with them regularly. When it comes to customer success best practices, it is good to use a customer check-in template. This template is going to help make sure that the company contacts every customer regularly.

Particularly for customers that deal with long-term customer relationships, it is a good idea to have planned check-ins. It is also a good idea to look at customer service email response samples to reduce customer churn likelihood, where customers are lost because the company hasn’t talked to them in a while. There are numerous ways that companies can increase their rates of customer success. This includes emails, phone calls, and even in-person meetings. The reality is that the more personal the method of contact is, the more effective it is going to be.

When it comes to a customer success check-up template, it is important to plan a customer check-in accordingly. When checking in with a customer, companies must know about the history of that customer so that the representative contacting that individual will develop a personalized response that will be more effective in retaining that customer.

When To Schedule Your Customer Success Check-Ups

When thinking about a customer service follow-up email or a customer success call script, it is important to think about the scheduling process ahead of time. A customer success check-in email should never be a surprise. Ideally, the customer will have access to their customer success journey; a customer success management strategy should foster transparency. The customer should know when to expect a customer check-in agenda upfront.

Depending on the type of business and the size of the customer, check-ins might range from once per week to annually. When customer success check-ins are planned should depend on the products and services provided by the company. That is why the customer success playbook is so essential. At the latest, the customer success process or the customer success program should involve check-ins at least once per year. If the check-ins are any less than this, the company runs the risk of losing the customer.

If there is a meeting that will take place, it is a good idea for companies to reach out to the customer about a week or two before the meeting. Schedules can frequently change, and some fine-tuning might be needed. Furthermore, this also gives time for the company to prepare for the meeting. This might include developing a customer check-in template or coming up with customer success questions to ask clients.

How To Write an Email to Customer

When it comes to the customer success staffing model, one of the most popular methods of contact today involves emails. When thinking about an email to the client, think about the customer success story email. Whether it is an old or a new client email template, include a few important information in this email.

At a minimum, this email should consist of the meeting’s time and place or the call. Furthermore, this email should include the customer check-in agenda, a regular report, and any additional topics that will be discussed. The reality is that these emails need to be a critical part of any customer check-in template. Without informative, expectation-setting emails as a part of the customer success workflow, it will be hard for companies to retain their customers.

Furthermore, it is also essential to think about developing a sales-to-customer success handoff email template. A transition occurs when a customer leaves the sales team and heads to the customer success team. If the customer success team is not prepared for the customer, that customer will not feel satisfied. Thus, the sales and customer success teams must communicate with each other accordingly.

Thinking about these ways to check up on customers ahead of time will help companies retain loyal customers and clients, allowing them to maintain an edge on the competition.

About the Author

Heather Hansson

Heather is VP of Product and Chief of Staff at Docket. She enjoys leading cross-functional teams to work together on vision, strategy, and implementing solutions that help people work and live better. When she isn’t helping rid the world of wasteful meetings with Docket, Heather likes to run, take violin lessons with her son, and spend time with her family.

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