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Behavior Drives Results

This week:

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5 Pro Tips for Rapidly Driving Customer Results

[23 Ways to Reduce Churn: #14 Track Key Customer Behaviors]


The key to customer success is CUSTOMER BEHAVIOR CHANGE because...


๐Ÿ‘‰ Customers succeed when they change their behavior in ways that lead to results. ๐Ÿ‘ˆ


โ—๏ธBut tracking customer behavior is NOT the same thing as tracking customer adoption.


Obviously, customers need to start using your product, but that's not ALL that they need to do to win!


This becomes obvious when you study your most successful customers.


โœ… There are ALWAYS just a few key customer actions that are necessary to get to first results. Your successful customers did them, and your failed customers didn't.


These key customer behaviors are the key to crushing churn.


Here are my 5 Pro Tips for building the ultimate customer success process. โ†’


๐ŸŽฏ Pro Tip #1: STUDY YOUR MOST SUCCESSFUL CUSTOMERS


๐Ÿ”ฌ What did your best customers do right at the beginning to win (first, second, third)?

๐Ÿ”ฌ How did they change their process to take advantage of your product?

๐Ÿ”ฌ Who did they involve in making the key changes?


๐ŸŽฏ Pro Tip #2: WRITE DOWN THE KEY INITIAL PROCESSES


The list should be short because there are only a small number of essential INITIAL actions. Remember this is NOT a list of ALL the great things your best customers do. It's a list of ONLY actions necessary to get to FIRST RESULTS, and that means there are only a few key things.


๐Ÿ“ˆ Data consistently shows that customers who get to a first measurable result - NO MATTER HOW SMALL - subsequently retain at a very high rate.


๐ŸŽฏ Pro Tip #3: TEACH CUSTOMERS HOW TO CHANGE


Redesign your onboarding process to focus entirely on the key behaviors. Don't waste precious customer time and attention on anything else. Reduce or eliminate customer involvement in implementation, and direct their attention to making the key behavior changes.


๐ŸŽฏ Pro Tip #4: TRACK EACH CUSTOMER'S BEHAVIOR CHANGES


Record the date of each key behavior achievement. It may sound tedious, but this is one of the MOST EFFECTIVE things you can do to ensure customers succeed! The fact that the list is short (see Pro Tip 2) makes this achievable.


๐ŸŽฏ Pro Tip #5: INTERVENE WHEN CUSTOMERS DON'T CHANGE


Create simple reports that show which customers have not made key changes in a reasonable time, and reach out QUICKLY to help them get back on track.


Time is not our friend because customers are easily discouraged and distracted. Most customers fail early because they never make it to that first materialization of measured results.


This is the essence of the Customer Behavior Change Playbook that I help my clients implement. And it works astonishingly well!


DM me if you'd like to learn more about this playbook and how to implement it to radically improve customer results. ๐Ÿ™‚



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DOWNLOAD THE FULL REPORT NOW:
23 Ways to Reduce Churn in 2023

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New Podcast: Greg Daines on Video Voyagers: Edge of AI


I recently joined the new Video Voyagers - Edge of AI podcast this week to talk about the cutting-edge of customers success at the nexus of artificial intelligence. It was a fantastic exploration of topics that will certainly revolutionize business and customers success!


Check it out now:


https://podcasts.apple.com/us/podcast/video-voyagers-edge-of-ai/id1700953868?ign-itscg=30200&ign-itsct=podcast_box_link


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UPCOMING APPEARANCE:


I am excited to be featured on the first of a new 6-part series being published by the terrific folks at Brainstorm Inc. on Oct 4, 2023 at 11:30 ET. Click below to learn more and register.



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QUOTE OF THE WEEK:


The key to producing customer results is changing customer behavior.


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