Totango Blog

Stay in the latest updates.

Get the latest tips and advice delivered straight to your inbox.

The ‘Blowfish Effect’: Look like a Big Fish in a Big Pond

Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today!


Part of the Customer Success Summit On-Demand Series

In today’s world there are very few markets where you don’t face any competition and as a startup this can be particularly challenging. How do you make yourself stand out in a sea of other companies, many who are much larger and more established? While it’s not easy, there are small companies out there who are doing exactly that, looking like big fish and differentiating themselves based on customer service.

Leyla Seka, SVP and GM at Desk.com, gave a great session, packed with examples, about the top three things you need to do to create “the blowfish effect” and look like a big fish in a big pond.

Watch the full session from Customer Success Summit.

3 things your company must do to create “the blowfish effect”:

1. Deliver fast, AWESOME customer service

This is often an afterthought at startups who put the majority of their focus on building their product, but customer service and support are just as important aspects of your business. While a product might be table stakes, the customer service you deliver is what will make or break your brand. To do this effectively you need to be extremely responsive and personal in the way you engage with your customers, showing them they you truly care and will do everything to make them successful.

2. Leverage customer insights

You have two ears and one mouth, therefore you should listen twice as much as you speak. Almost always your customers will tell you exactly what you need to do to make them successful, all you have to do is listen. This may seem like common sense, but often companies are driven by feelings fro inside the organization, not outside. When you are actually able to do this well you can build a community around your product which can help drive your brand.

3. Optimize the customer experience

Today this is more important than ever. In many of the most crowded industries customer’s are actually choosing solutions not based on cost, but based on great customer experience. Because of this it’s important to always be measuring your customer satisfaction and continuing to try to improve it over time. This can mean running customer awareness campaigns to let them know about new features or fun, check-ins from your Customer Success team that are designed to delight.

See all of the sessions from Customer Success Summit here: www.customersuccesssummit.com

Amanda Saunders

I'm the Customer and Content Marketing Manager at Totango. I work with Customer Success heroes to help tell stories and share best practices that can be leveraged by others in our community. Previously, I worked at Citrix helping customer find new ways to work and live better.

  • Tyler

    Really fascinating stuff. I love watching these talks while helping customers. It’s inspirational!

  • Brent Metschan

    Yes! Yes! Yes! Each aspect of Leyla’s talk is right on point and I apprecaite her making this top of mind for so many of us.

  • Glad you enjoyed it! Leyla is a great speaker and I love her examples because they are so simple.

You might also like
You might also like