5 Secrets To Get Your Customers’ Attention

And Avoid Chasing Them Desperately

You’re in Customer Success.

You are the ears and eyes of your company in the field.

But problem:

Way too often, you find yourself chasing your customers to get them to respond to your requests.

You know this situation is not sustainable as it is, and that you have to do something to reverse it.

Otherwise, it’s going to be painful for you to hit your targets.

Today, we are going to explore how you can capture their attention in the most powerful and unexpected ways, get them interested in what you have to say, and have them take action.

Here’s how you can do it.

Start using these 5 principles today:

1. The Reciprocity Principle

As you sow, so shall you reap.

This should become a mantra for everything you do.

You must give first to receive.

Indeed.

People often feel the urge to return a favor you did.

But the most common error CS pros make is that they keep on asking while they help out too little.

And the consequence is that customers get defensive, and even suspicious of your intentions over time.

You then start losing their attention and it’s done, game over!

To avoid such a scenario, go all in and provide them with all the information you can and connect them to the right resources while showing a genuine interest in their business.

Simply said, make their job and life easier, get quick wins, and celebrate successes on the way.

But do not ask for anything, at first.

Give your customers the initiative to return you that favor when you’ll need it the most later on.

And they’ll do so, I guarantee it.

2. Get Your Foot-in-the-Door

If your customers did something for you once, they’re more likely to do it again a second time and more.

So, start small and have your customer say “Yes” to an effortless commitment, voluntarily.

Then, chances are that they will commit to something bigger for you.

Instead of asking your customers to take big actions straight from the beginning, start with tiny and easy steps they can execute fast.

This will set the foundations solid to capture their attention, build trust, get them involved, and grow your partnership stronger over time.

3. Use Social Proof

It’s a psychological fact.

People are primarily influenced by others to take action as I explained in detail in a previous edition with the confirmation bias effect.

With 3+ billion social media users, your customers will check what others think and say about you on social media first before making any decision.

They’ll look into reviews and testimonials from other customers to confirm whether they are making the right move or not.

So, gather all the positive feedback you can and include it in your communications to support your point as needed.

4. Create Scarcity & Urgency

The more something becomes scarce, the more we want it, right?

Nobody likes to have the feeling that they might be missing out on a great opportunity.

Moreover, if the offer has limited availability and a deadline, it creates a sense of urgency your customers feel deeply and cannot ignore.

Therefore, always have in mind to frame your requests with a given timeline and a limited number of seats where possible.

Then tell them what they would lose if they don’t take action now and see what happens!

5. Use the Framing Effect

This last one is so powerful.

Here’s how you can use it in your communications for immediate results: …

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