The best customer experience is as much about success as support – helping customers to find success by enabling them to get the most out of what they have purchased, rather than just helping them fix it when it breaks. ‘Successful’ customers stay longer, spend more, and refer your brand widely. In this episode, Deserie Dulaney, VP of Client Success at Indeed.com joins us to talk about:
- The evolution from customer support to customer success
- Why investing in customer success can help you reduce your levels of support
- What makes a great client success specialist
- Making a case for investment in CX
- Indeed’s presence and investment in Dublin
- Talent acquisition at a time of near-full employment
“It’s not about salary, it’s about the experience. We give our reps the autonomy to be successful. It’s not scripted in how we engage with our clients.”
In the following extract, Deserie offers advice to those who need to build a case within their company for investing in customer success.
“I think there’s a lot of value to it. Number one is that there is a direct correlation to reducing customer attrition, so reducing churn for our clients. That spin that is coming back into the business, it’s not direct.
“Then there is sales revenue, but it is revenue that continues to generate. I wouldn’t say it’s easy, but it is a case that can be used to justify the need for this more proactive engagement [with clients].
“I would also say there is a direct correlation to NPS and having customer success so we have seen that when people do engage with our client success specialists there is a higher NPS, there is lower churn. Those different elements can come into play and it’s about modelling it and reaching out to your peers in the network and understanding how they’re calculating it and getting some best practices around it is important.
“The last value add for me relates to a voice of the customer programme at Indeed that I’m also responsible for. In this we can collect the feedback from our clients, our employees, our jobseekers, which then influences our product. The more we engage with our clients – not just in a support manner – the more data we have to justify that there are areas for product improvement, areas for self-service, areas for driving more value for our clients, so I think that’s the number one value I can see when I think about what you can offer.”
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If you enjoyed this episode you might be interested to read about How Tech Companies Can Win the Battle for Talent. Be sure to sign up to our newsletter to receive our latest news and insights and to get the lowdown on our latest podcast episodes.