The customer experience that you deliver will make or break the success of your product or service over time. In order to improve how you deliver this experience, it’s important to review and understand the personas of your customers, and use segmentation to provide them with the best experience possible in their most urgent moments of need. Here are four tips to leverage segmentation to enhance your delivery of customer success and customer experience.
1) What Is Segmentation?
Customer segmentation is a business-strategy method that can be used across multiple roles, including marketing, sales, and customer service. The key is determining which groups of customers have similar interests or needs so you can deliver more efficient experiences for each group.
2) How To Use Segmentation To Help Customers Get Results Faster
Customer success teams are all about serving customers; they focus on finding out what their customers want and helping them succeed. In order to help their customers as much as possible, customer success teams need segmentation in order to get more efficient at helping more people. Doing so takes less time from each team member and leads to happier customers getting results faster. So, how do you build segmentation into your customer success workflow? By breaking down roles within your customer success organization into different segments based on goals, objectives and strategies.
3) How To Optimize For Higher Customer Satisfaction Scores
To determine your role in improving customer experience, take a closer look at your customers’ satisfaction scores. If you’re doing an exceptional job and churning out high-quality experiences, a strong score is likely. However, if these scores are low, it means there are ways to increase customer happiness while cutting down on unnecessary work. One of those ways is segmentation.
4) How To Improve Customer Experience While Saving Time And Resources
By segmenting your customers into different categories, you can easily prioritize who needs extra attention. An e-commerce business might use segmentation to identify shoppers who have abandoned their shopping carts; or a SaaS company might classify users based on how much they’ve used your product. By identifying where inefficiencies exist in certain parts of your workflow, you can take action and improve customer experience while saving time and resources.