Why Customer Service is Important:

The Crucial 90 Days That Will Make or Break Your Business

Introduction: Setting the Clock for Success – The First 90 Days

Imagine standing on the precipice of a new relationship – be it with a customer, an employee, or a business partner. The anticipation, the excitement, the hope for something extraordinary. Now, what if you were told that the fate of this relationship hinges largely on the initial 90 days? Intriguing, isn’t it? Well, fasten your seatbelts, dear reader, because that’s precisely the rollercoaster ride we’re about to embark upon.

In the following pages, you’ll discover why customer service is important, and why the first 90 days are the proverbial golden goose of business success. You’ll learn through case studies, industry research, and the insightful story of Constant Contact, a company that turned its fortune around with a simple yet powerful shift in strategy.

But fret not! This isn’t a textbook filled with jargon or a maze where you’ll get lost. It’s an easy-to-follow guide, a roadmap if you will, which you can adapt to your own business, regardless of its size or industry.

Curious about the parallels between a president, a sports prospect, and a CEO in their first 90 days? We’ve got that covered.
Want to understand how to curb customer churn through an effective onboarding process? We’ll lead the way.
Ready to transform your business by focusing on the pivotal first 90 days with your customer? Buckle up, because that’s exactly where we’re headed.

So grab a cup of your favorite brew, get comfortable, and let’s unravel the mystery of why the first 90 days are not just an arbitrary number but a critical phase that can define, elevate, or, if neglected, sink your business. Shall we begin?

Why customer service is important is a question that transcends industries and speaks to the very core of business success. Let’s delve into an exploratory journey, mapping the paramount importance of customer service during the first 90 days of a relationship with your client.

The Political, Sporting, and Corporate Landscape

In the high-stakes game of impressing your constituents, whether it’s the electorate, a sports coach, or corporate employees, 90 days are a yardstick by which many are judged:

A newly elected president has about three months to win hearts and minds¹.
A sports team prospect has only a few months to dazzle his coach².
A new CEO has 90 days to master their role before their employees begin expecting palpable leadership³.

In business, why is this period equally vital? Let’s unfold the layers.

The Onboarding Window: The First 90 Days

For a young or growing company, the first 90 days of a customer relationship are the epitome of importance. Research highlights that initiating the customer’s effective product usage in this period leads to an increase in lifetime value of up to 300 percent⁴. If those numbers don’t make you want to cha-cha, I don’t know what will!

Take the case of marketing software provider, Constant Contact, which was once caught in a struggle during the initial relationship phase with customers.

The Old Approach: What, Who, When

Previously, Constant Contact’s onboarding process was like a confusing recipe that had all the right ingredients but in the wrong order. The “who, what, when” approach seemed more like a tricky riddle than an effective strategy⁵.

After signing up, customers faced a bewildering task of uploading their email database. It’s like inviting them to a fancy dinner and then asking them to cook! This led to a barrier even before the honeymoon phase with the software began, causing many to abandon ship.

The New Approach: What First, Then Who

Wanting to plug the leak, Constant Contact shifted its onboarding focus, placing emphasis on the “what” first. This tweak was like putting on a pair of glasses for the first time; everything became clear!

Customers were encouraged to create their first email campaign, and voila! They could see their ideas materialize⁶. The impact of this minor adjustment was monumental, resulting in a significant drop in customer churn – the business equivalent of a Shakespearean tragedy.

Why Customer Service is Important: A Benchmark

Whether you’re running a subscription-based model or traditional transaction business, the way you treat a customer in the first 90 days will set the stage for their overall satisfaction.

Constant Contact’s case study illustrates why customer service is important and how minute changes can lead to a big payoff. Treat this phase as the golden period, one where your client either falls head over heels or heads for the hills.

To benchmark your customer satisfaction against world-class brands, why not consider a professional coaching session? Not with Shakespeare, of course, but with experts in the field, like The Value Builder System⁷, Lead Generation training, and others⁸.

Conclusion: The Unforgettable First 90 Days

Why customer service is important isn’t merely a rhetorical question; it’s the cornerstone of sustainable business growth. The first 90 days of any customer relationship are akin to the opening scene of a gripping movie. It sets the tone, builds the plot, and ensures the audience (or in this case, your customer) is hooked.

Constant Contact’s transformational journey teaches us that a minor tweak in the onboarding process can translate into monumental success. Here’s a summary to help you translate this wisdom into your business operations:

Assess Your Onboarding Process: Is it user-friendly or more like a riddle wrapped in an enigma? Pinpoint the roadblocks and smooth them out.
Focus on Immediate Value: What can you offer your customer right away that lets them see the potential? Constant Contact’s shift from ‘who’ to ‘what’ is a shining example of this principle.
Monitor and Adapt: Keep an eye on those initial 90 days. They’re your business’s red carpet moment. Make adjustments as needed and be willing to evolve.
Benchmark and Improve: Measure customer satisfaction against leading brands and continually strive to enhance the experience.
Embrace the 90-Day Philosophy: Treat these first three months as a vital part of your business strategy. Make them memorable, engaging, and, above all, customer-centered.

In a world filled with fleeting interactions, making the first 90 days count can transform a brief encounter into a lifelong relationship. As they say in showbiz, “You never get a second chance to make a first impression.” Make those 90 days a standing ovation-worthy performance in your business’s grand theatre.