Customer Success Leadership Community

Customer Love/Appreciation Program - Has Anyone Launched One?

  • 1.  Customer Love/Appreciation Program - Has Anyone Launched One?

    Posted 9 days ago

    Hi There 

    I'm looking to launch a low maintenance, inexpensive "customer love program" that would provide IC CSMs a framework to send customers a small gift when certain events occur. This could be company/product related: 

    • processes first transaction 
    • Crosses a large threshold in volume processed or merchants boarded 
    Or unrelated to our product impact: 

    • fund raise 
    • Acquisition 
    • Promotion 
    • New baby/animal joins our champions family 
    Has anyone seen this done well with a basic framework? Or has anyone seen it completely fail and has some good lessons learned from this? 

    Cheers, 
    James
    #CustomerHealth

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    James Fisher
    Senior Manager, Customer Success
    Finix Payments
    San Francisco, CA
    415-710-2335
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  • 2.  RE: Customer Love/Appreciation Program - Has Anyone Launched One?

    Posted 2 days ago
    Hi James,

    The first solution which comes to mind is Postal.io or similar solution.   I only really know a bit about Postal, and nothing really about any possible alternatives if there are some.  Postal integrates with a couple CRMs and that typically makes it pretty easy for the integration to make the gift sending very low maintenance.  I think you could easily leverage a solution like that to achieve what you are looking for.  

    All in all, I love the idea here and definitely think it's wise to leverage gifts not only on the Sales/Land side, as well as for customer milestones outside of the product/relationship.   

    Best of luck with your efforts.

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    William Buckingham
    Customer Success Operations Manager
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  • 3.  RE: Customer Love/Appreciation Program - Has Anyone Launched One?

    Posted yesterday
    @Seth Dovev could give some insight here perhaps. I know Chili Piper does a lot with customer care packages. Perhaps he can share some of their secret sauce!​

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    Jordan Silverman
    Vice President of Customer Success
    MarketMan
    9148445775
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