Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Understand your customers interactions with your product and make informed product success decisions.
Bring efficiency, add scale, and connect user behavior to personalized actions.
Define and track onboarding by phase, user progress, account, and portfolios.
Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Our core values, team, and community
Come work with us!
Get in touch anytime.
Employee success drives customer success.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
Get new jobs sent straight to your inbox.
Is there a connection between customer memory and positive customer experience? Let us try to decode an answer to this question in this blog.
Don’t you remember your fondest memories? Your memories are great reservoirs of your ideas and behavior. Customer memories are great ways to drive customer loyalty and are crucial to customer experience. Your customers need to keep receiving great experiences to develop great memories. A bunch of good positive experiences makes it easy to choose a good memory. Your customers must remember good memories to enhance their overall business view.
However, memories are different for different people. While the CSM might remember a certain issue as challenging, it could be a cakewalk for the customer. A good customer experience story may not be the best memory. CSMs need to understand how memories work.
This works through the peak-end rule. The peak-end rule is a cognitive bias that impacts how people remember past events. Intense positive or negative moments (the “peaks”) and the final moments of an experience (the “end”) are heavily weighted in our mental calculus. Source
People associate an emotion with an experience and vice versa. If a customer feels elated, it means they have a positive experience. If a customer feels bad about a company, it has something to do with their experience at the firm. This peak of emotions is what dictates memories and moments. You need to engage the customer properly to give rise to good memories. Customers also have episodic memories, a bunch of memories related to the event.
The best way to connect with your customers is by invoking positive vibes and memories, or making them laugh. Some examples of how customers can form good memories-
The core reflections in customer memory are whether the brand exists in the customer’s mind. If yes, what are the image and reflection? Is that image going to help increase revenue, drive value, increase net promoter score, and grow steadily?
Positive customer memories can be influential in increasing customer experience. You need to know how important customer memories are for them and how to enable growth with them. Here are some ways to manage customer memories.
Customers’ memories are made when they associate the strength of the emotion with an experience or event. This emotion creates memories that can be understood. You need to track how customers’ emotions work and how strong one’s impact customers like never before. The peak-action formula holds true. The peak is the intense emotion you feel for an experience. The action needs to be improved to meet with the experience customers want.
Try to figure out what these emotions behind memories are. You need to know which emotion drives the memory. This includes fear, happiness, delight, impact on business, and more. When deciding on the importance of memories, you need to know how the intention and experience work. This will impact your business and recommendations. You must reduce friction and find the right emotion and the resulting memory.
For example, a customer may find a simple resolution to be a happy memory. But the team knows how they put that in place and the collaboration required.
Another example, Instagram Reels may be popular and loved by all. But many users troll with their reels attaching negative memories with them.
Now that you know the contributing emotions – find out what can damage them. Is it the lack of response? Is it a one-time lucky scenario? Will there be a problem later? Is the customer over-expecting from the company? Find out the core problems and assess them accordingly. Know what you want to remember and use that to your advantage. Identify strong positive emotions and do that again.
For example, you might have offered a wonderful experience for a B2B SaaS company keeping their unique situation in mind. remember the unique situation, and connect with their product and emotion whenever you talk to them.
You can always choose what the customer should remember. For example- If the customer had a great onboarding, you could make sense of that and use it. If the onboarding was bad, you need to divert their attention to product adoption and usage while improving customer onboarding. Similarly, know what works and try to put that out. Help customers discover great memories and enhance customer experience.
Memories can be reinforced when they are repeated and reinforced. This will help increase consistency and build a brand image. You can reduce bad experiences by replicating positive experiences. Didn’t we all memorize the alphabet by reading it repeatedly? That is how memory works. Figure out what is it that customers want to see. What are the emotions that make them stay? How will you deliver these experiences and emotions consistently? Make a note of that and deliver accordingly. Notice how you can improve and offer the same value.19
By driving customer experience with customer memory, CSMs can improve growth. It is easier to improve customer experience when you know what is working. This will help you recall and understand the brand experience and intention better. You can also create enhanced brand messaging and influence customer opinion positively.
Published 19 Jul 2022, Updated 19 Jul 2022
Are you worried about the customer experience gap while selling your p...
30 Aug, 2022
Here is our take on the best way to utilize behavioral science to desi...
13 Jul, 2022
Conversation CX is the current buzzword in the B2B SaaS world. In this...
05 Jul, 2022
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.