Introduction
Join Shane Smith, the visionary Founder of Everetics, as he unravels the art of customer success. Shane sheds light on the human aspect of CSS, emphasizing emotional engagement, unlocking CSS interactions as expansion opportunities, and revealing strategies to prevent churn blind spots. Explore the revolution in customer success with Shane Smith at Everetics.
Shane Smith - Principal and Founder Everetics
- Humans are emotional, and customers are humans. Customers remember how THEY feel at the end of a CSS interaction. Focusing on how customers feel secure and know they will be cared for is vital to CSS’s soft skills.
- CSS interactions are expansion opportunities. When solving a problem, a CSS rep has customer context, is not perceived as a salesperson, and is generally considered a trusted advisor. This is a perfect time to help the customer expand their knowledge of the product and help drive NRR (another way to do something, a cool feature, etc…)
- Quiet customers are your churn blind spot. Over 19 of 20 unhappy customers don’t interact with you at all. When analyzing churn risk, looking at what customers are not giving you feedback and are not interacting with CSS is vital. Build outreach programs focused on these quiet customers.
About Shane Smith
Everetics’ helps you transform your business’s Customer Support, Service, and CX challenges into a competitive sales and retention advantage. To bridge the gap between excellent CX and revenue, we offer personalized CX Coaching, classes, Fractional Leadership, CX Financial Modeling, and a robust Support Readiness Assessment.
My expertise has been recognized by industry leaders and awards – the TSIA Customer Success Gold Star Award, the Stevie Customer Success Award, and the Service Strategies Support Center Practices Certification.
With over 20 years of experience with small ($4M) and large ($1.4B) enterprise software/SaaS businesses and Customer Support, I have navigated numerous challenges, including recessions, rising costs, declining retention rates, scaling, hyper-growth, and IPOs.
I understand that exceptional service is the backbone of any successful business and earns the “right to renew.” But excellent CX is more than that – It is about delivering practical and strategic CX solutions that also supercharge your growth while retaining your customers.
About Company
Sales, Implementation, Support, Service, and Customer Success to achieve financial goals and bridge the gap between Customer Experience and actual revenue. At Everetics, we offer various services, including personalized CX Coaching, classes, CX Financial Modeling, Fractional Leadership, and a robust Support Readiness Assessment. We realize that exceptional customer experience is the backbone of every successful business, and CX earns the “right to renew.” It is about delivering PRACTICAL and strategic CX solutions that supercharge your customers and business’s success. We have been recognized by industry leaders and awards including – the TSIA Customer Success Gold Star Award, the Stevie Customer Success Award, and the Service Strategies Support Center Practices Certification.