Are there any B2C lessons you learned as a customer that you apply to your B2B life as a CSM?

Kevin Mitchell Leonor

I'll share mine. Some who read my articles on LinkedIn probably have seen the disneyland article. I saw just how involved their onboarding program was to get you thinking about what you are going to do and spend 90 days before you arrive at the park and it was a difference maker. They covered best practices on viewing fireworks, reserving a table at a popular restaurant, best deals for families, and how to leverage their apps for an improved experience. Disneyland is usually a stressful, but fun experience. After getting their onboarding spiel, it took a lot of the stress away.

An effective onboarding program targeted at problem areas to take away some of the more stressful processes of your product will help manage the fatigue customers experienced when they are overwhelmed by so much functionality and a lot of technical experience needed to operate.

Thomas Seelbinder

I hardly ever reach out when something is wrong or I'm not satisfied 100%. In fact, I've never taken a company up on the "100% satisfaction" guarantee. 

 

Silence is a flag and I use my own behavior as a consumer to help guide me and pay special attention to those accounts.

Kevin Mitchell Leonor

Yes! I also saw with my own behaviors that when the manager at a restaurant comes to my table and asks how things tasted, I usually say it's good even when it was ehhh.

When I hear a customer say:

Good = ok

Great = good

Awesome or some other superlative = Awesome

Vijaya Vardhan P

The importance of creating an emotional connect with the customer at the time of onboarding. The fact that you make an emotional connect itself initiates the time to value clock. A positive emotion creates some value right there, on the spot. Check out for an example B2C and the potential application to B2B. https://www.linkedin.com/posts/vijaypanthagani_customersuccess-b2b-saas-activity-6661229905923186689-0c3E