Excerpt from a YouTube interview discussing customer renewals and how to surface why customers choose to renew. The speaker describes a practice used by their customer success team: after a renewal they ask customers why they renewed and what unexpected benefits they received, using a "tennis ball" brainstorming analogy to illustrate discovering additional uses or value.
One of the things that we used to do, our client Success team, when we would do a renewal, we'd always, after the renewal signed, is ask them why? And like, it sounds crazy. Like, hey, you've got 100 different priorities. You've got 100 different technologies here. You decided to renew with us. There's other options. Like, why? I think I know the answer, but tell us. And like, they're like, oh, because it's easy. And like, okay, cool. There's a second question that we used to ask a lot, and the answers would shock you is, hey, what's one unexpected benefit you've gotten from working with us? Like, one thing that when you signed up for us, you thought X and then Y happened. And, like, I equate that to the tennis ball analogy. Meaning, like, in junior high, I remember being in class and, like, we're sitting at these round tables, teacher comes out and gives us a couple of tennis balls and is like, hey, I want all of you to brainstorm around, come up with as many uses for a tennis ball as you could possibly come up with.
#shorts THE POWER OF RECOGNITION: How Do You Empower People with Zoe Hartsfield
