Customer Experience Is A Saas Priority - 1024 Words

Customer experience is a SaaS priority. Experts report that â€Å"customer experience will overtake price and product as the key brand differentiator† by 2020. So, it’s time to take a serious look at how you engage with your customers. Are they completely satisfied? Or are you simply meeting the team’s quarterly benchmarks? â€Å"At the end of the day, customer experience is about human interaction and creating a bond between the user and the brand. It’s about making a commitment to understanding how your product positively impacts the lives of your users, and actively seeking out opportunities to maximize those benefits,† writes Rob Carpenter, founder of Hitshop. Don’t fail the customer experience. Here are four ways you’re falling short: 1.†¦show more content†¦Your team may even want to write an eBook showing your customer how to obtain a specific result. Here’s an example from Moz. They engage their customers with webinars. The content offers new insight from expert speakers. Plus, it’s available live and on-demand. Source The customer experience relies on your SaaS’s ability to educate, not sell. And one of best ways to educate your customers is through engaging content. â€Å"Making the customer experience the core of your content marketing strategy should be a no-brainer in the current climate. As customers become more discerning, you need to step your game up to inspire and impress them, and to retain their interest,† says Don Dodds, Managing Partner at M16 Marketing. Think of content as an educational tool. The key is to become a trusted resource for your customers. 2. No Real Support Your SaaS will never be perfect. Mistakes will occur throughout the customer’s journey. Therefore, it’s vital that you set up a plan to address customers’ issues. We’re human. And customers are forgiving. If a problem occurs, it’s understandable. However, how your team handles the mishap will define your SaaS. Will you ignore the problem and conduct business as usual? Or will you solve the customer’s concerns with diligence? A survey found that â€Å"one-third [of customers] say they’d ‘rather clean a toilet’ than speak with customer service.† Yikes! Customer service is the bread and butter of any