They are victims of a shortsighted system that focuses on outcomes, but is divorced from the grounded realities of the real world.
Customer Success professionals often complain that their targets are too stiff, that they don’t have the tools to perform effectively, that they don’t have access to data and insights, and that they are measured on outcomes that they don’t completely control. Unfortunately, this myopic view does not work as advertised. This is partly for expediency – it’s easy to measure short-term results – but it’s mostly cultural – everyone from the CEO down is incentivized, in one way or another, to focus on the current quarter. Just like with Sales commissions, Customer Success professionals are compensated based on short-term results such as retention.
Consider the most important tool to drive employee performance in their arsenal – compensation. Very often, the answer lies in their misplaced focus on short-term goals. However, despite their best efforts to invest in the right people, processes and tools, they are not always able to replicate the results that companies like Southwest have achieved. Recognizing this fact, many companies, especially in the technology world, are beginning to make serious investments in Customer Success. There are many more we can name, but the takeaway is: what lessons can other companies draw from these high fliers, as they seek fly higher themselves (pun intended)? Why Are Others Missing the Mark?ĭespite their best intentions, a myriad of companies are missing the mark when it comes to Customer Success. Recall Disneyland, where employees seem to glow with the “happiest place on earth” mantra.
Think Starbucks, where you are very likely to be greeted with a smile, and served by a happy and enthusiastic group of baristas. Many studies have found causation between employee satisfaction and Customer Success. Is it any surprise that Southwest is at the top of their industry, while Spirit brings up the rear? As you can see, Southwest garners a 4.4 rating and 86% of reviewers are likely to recommend them to friends, versus just 3.3 and 69% for Spirit.
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