Discover why customer joy won't increase retention and how to enhance lifetime value via customer bonding for measurable outcomes.
For years, companies have invested heavily in improving customer satisfaction and happiness, believing that happier customers would lead to higher retention rates. However, recent research has challenged this long-held assumption, revealing that there is little to no correlation between how satisfied customers claim to be and how long they actually stay with a company.
Surprisingly, the research found that customers who experienced negative experiences with a product or service often stayed twice as long as those who had only positive experiences. This counterintuitive finding suggests that negative experiences, which typically occur when customers are actively engaged with the product and encounter challenges or limitations, can actually foster a stronger bond with the company.
The key factor in customer retention, according to the research, is not happiness or satisfaction per se, but whether customers are achieving measurable results with the product or service. Customers who can quantify the value they derive from a solution are six times more likely to remain loyal than those who cannot. This finding highlights the importance of helping customers realize tangible outcomes and demonstrating the impact of the product or service on their business objectives.
“It turns out that there’s literally zero correlation between how satisfied customers say they are and how long they stay,” according to Greg Daines of ChurnRX.
For years account managers have focused on keeping customers happy as they strive to retain them. So, if happiness doesn’t increase retention, what does? The short answer is “customer bonding”.
We hosted a webinar with Greg, called Customer Bonding to Maximize Customer Lifetime Value, where we discussed customer bonding. He explained what it is and shared insights from the latest ChurnRX research on the topic and what it means for account managers, CSMs, and customer engagement professionals.
Customer bonding is the reason why customers stay with a vendor rather than leave or switch to a competitor. It's different from customer loyalty, which is more like having a good relationship and appreciation for what the vendor has done. Loyal customers may still leave for a lower price or other reasons, while bonded customers are unlikely to do so.
The concept of customer bonding was coined by Professor Arnoldo Hax of MIT Sloan. He said a customer is bonded to a vendor when they can no longer visualize their success without the vendor's solution in the equation. Customers become bonded when they achieve measurable results and see the vendor as an essential factor in their success.
Unlike loyalty, which is based on emotions and relationships, customer bonding is rooted in the tangible outcomes and business value that a vendor's product or service delivers. When customers realize that a vendor's solution helps them drive key business outcomes, they form a bond with that vendor, recognizing them as indispensable for their continued success.
Identifying when a customer is truly bonded with your company can be challenging, as they are unlikely to directly state their reliance on your solution. However, there are several key indicators that can signal the presence of customer bonding.
Lagging Indicators
The most obvious lagging indicator of customer bonding is when the customer is achieving their desired measurable outcomes through the use of your product or service. Customers who are successfully realizing the intended results they set out to achieve are likely to renew their contracts, as they have come to view your solution as an essential factor in their success.
Leading Indicators
While lagging indicators provide confirmation of customer bonding, leading indicators can offer earlier signs that a customer is on the right track. These include indicators of active engagement and effort toward achieving their desired outcomes with your solution. Some examples of leading indicators include:
Importance of Behavior Change
Ultimately, the most critical leading indicator of customer bonding is whether the customer is actively changing their behaviors and processes to align with the best practices required for successful implementation and utilization of your solution. Behavior change is a crucial factor because, as research has shown, many customers may not inherently know how or why to change their approach to fully leverage your product or service.
If a customer is unwilling or unable to adapt their behaviors, even when provided with clear guidance, it can be a significant red flag that they are unlikely to achieve their desired outcomes and, consequently, may not develop a strong bond with your company as an essential partner in their success.
The key to fostering customer bonding and maximizing customer lifetime value starts when account managers guide customers in defining their desired business outcomes. If a customer lacks clarity on their goals, they won't have a compelling reason to change their behaviors, setting them up for failure.
To overcome this hurdle, account managers should lead customers through a thought process to help them articulate how they want the product or service to impact their business. Start by proactively identifying the key business outcomes your solution can drive. Then, ask your client to select from those key results areas. Next, provide them with three to five specific actions that successful customers take to achieve those outcomes, and gain agreement from the customer on how success will be measured.
This collaborative approach positively influences your customer's behaviors and sets the stage for achieving measurable results. By aligning on the desired outcomes and defining the path to get there, you equip your customers with the roadmap for success with your solution.
Routinely tracking progress and sharing measured results with clients is crucial for fostering customer bonding. This transparency not only keeps the customer informed about their advancement towards desired outcomes but also reinforces your role as an essential partner in their success.
A powerful tool for this is the EBR (Evaluation of Business Results) meeting, a brief 15-to-30-minute check-in focused solely on reviewing measured results. The structure is straightforward:
Notably, even negative results should be shared openly during these meetings. Customers appreciate this level of transparency, as it demonstrates your commitment to their success rather than merely painting a rosy picture. Negative results also present an opportunity to revisit the agreed-upon steps and behaviors necessary for achieving their goals, reinforcing the value of your guidance.
By consistently tracking and sharing measured results, you solidify your position as an indispensable partner in the customer's journey towards their desired outcomes. This cycle of progress monitoring and open communication strengthens the bond between your organizations, paving the way for increased customer lifetime value.
To solidify the customer bond, retain customers, and maximize customer lifetime value, the process of identifying desired outcomes, guiding behavior changes, tracking progress, and sharing results needs to become a cyclical, recurring practice. Here's how it works:
Identify the Desired Measurable Result: Work with the customer to pinpoint the specific business outcome they want to achieve with your product or service, and establish how success will be measured.
Guide Behavior Changes: Provide the customer with 3-5 key steps or behaviors that successful customers typically follow to realize that desired outcome. Gain their agreement to implement those changes.
Track and Share Progress: Routinely track the customer's progress towards their goal, and schedule brief check-in meetings (e.g., 15-30 minutes) to share the measured results, whether positive or negative.
Establish the Next Goal: Once a goal is achieved, celebrate the success, but don't stop there. Immediately work with the customer to identify their next desired outcome, and restart the cycle.
By continuously looping through this process, you reinforce the customer's perception that your solution is essential to their ongoing success. Renewals become the natural, logical next step, as the customer can't envision achieving their evolving goals without your product or service. This cyclical approach cements the customer bond and maximizes their lifetime value to your business.
For years, companies have invested heavily in improving customer satisfaction, believing that happier customers lead to greater retention and lifetime value. However, recent research has revealed a startling truth – there is zero correlation between customer satisfaction and customer lifespan. In other words, making customers happy does not necessarily translate into them staying loyal to your brand.
The key to maximizing customer lifetime value lies in customer bonding, a concept that goes beyond mere satisfaction. Customer bonding occurs when customers achieve measurable results from your product or service, to the point where they can no longer visualize their success without your involvement. When customers are bonded, they see you as an essential factor in their success, making them far less likely to switch to a competitor.
Unlike customer satisfaction, which is often fleeting and influenced by transient factors, customer bonding is rooted in tangible outcomes and value creation. Bonded customers are not just happy with your service; they are achieving their desired business goals and realizing real, measurable benefits. This deep connection and reliance on your solution make them much stickier and more valuable in the long run.
Account managers play a crucial role in fostering customer bonding and maximizing customer lifetime value. By proactively identifying key business outcomes that your solution can deliver, and guiding customers through the necessary behavior changes to achieve those outcomes, account managers can set the stage for success. Regular tracking and sharing of measured results not only reinforce the value you're providing but also keep customers engaged and motivated to continue down the path of success.
Moreover, by establishing a cyclical process of identifying new goals, guiding behavior changes, and tracking progress, account managers can create a virtuous cycle of customer bonding. As customers achieve one goal after another, they become increasingly reliant on your solution, solidifying the bond and making renewals a natural next step.
In contrast to the traditional focus on customer satisfaction, which often fails to translate into long-term loyalty, customer bonding represents a more effective and sustainable approach to maximizing customer lifetime value. By helping customers achieve tangible, measurable results and becoming an indispensable part of their success, companies can foster deeper, more valuable relationships that withstand the test of time and competitive pressures.
Company A: SaaS Provider Boosts Retention by 25%
A leading SaaS provider in the marketing automation space was struggling with high churn rates, despite strong customer satisfaction scores. By shifting their focus from driving happiness to fostering customer bonding, they were able to significantly improve retention.
The key steps they took included:
Within 12 months, the company saw a 25% increase in customer retention rates and a 38% boost in expansion revenue from existing customers who achieved their desired outcomes.
Company B: Manufacturer Drives Adoption and Renewal
A industrial equipment manufacturer was facing challenges with low adoption rates for their IoT monitoring solution and struggled to retain customers beyond the initial contract term. By implementing a customer bonding strategy, they were able to turn things around.
Their approach included:
As a result, they achieved a 70% adoption rate, compared to just 30% previously. Renewal rates also increased from 45% to 72%, significantly improving customer lifetime value.
Key Learnings and Best Practices
By fostering true customer bonding through this approach, companies can significantly improve customer retention, expansion revenue, and overall lifetime value.
Implementing a customer bonding approach requires a shift in mindset and processes for many organizations. Here are some first steps to get started:
For New Customers
Define Desired Business Outcomes: During the sales process, work with the prospective customer to clearly define the measurable business outcomes they aim to achieve with your solution. Ensure these goals are specific, quantifiable, and aligned with their strategic objectives.
Map Success Plan: Collaboratively develop a success plan that outlines the steps, milestones, and behavior changes required for the customer to realize their desired outcomes. This plan should serve as a roadmap for successful implementation and adoption.
Establish Measurement Criteria: Agree on the metrics and Key Performance Indicators (KPIs) that will be used to track progress and measure success. These should be directly tied to the defined business outcomes.
For Established Customers
Conduct Business Outcome Review: For existing customers, initiate a business outcome review to understand their current goals, challenges, and areas where they seek measurable improvements. Align your solution's capabilities with their evolving needs.
Reset Success Plan: Collaborate with the customer to reset or update their success plan based on the identified business outcomes. Ensure alignment on the necessary steps, milestones, and behavior changes required.
Realign Measurement Criteria: Revisit and realign the measurement criteria to reflect the updated business outcomes and success plan. Ensure both parties are clear on how progress and success will be evaluated.
Enablement and Training
Successful implementation of a customer bonding approach requires proper enablement and training for your customer-facing teams, such as account managers, customer success managers, and support personnel. Consider the following:
Develop Training Programs: Create comprehensive training programs that cover the principles of customer bonding, the importance of business outcomes, and the processes for defining, tracking, and measuring success.
Provide Coaching and Support: Offer ongoing coaching and support to your teams as they adopt the new approach. Encourage knowledge sharing, best practice discussions, and continuous improvement.
Establish Success Metrics: Define metrics to measure the effectiveness of your customer bonding efforts. This could include customer retention rates, expansion revenue, and customer satisfaction scores tied to achieved business outcomes.
Leverage Technology Tools: Implement technology tools and platforms that support the customer bonding process, such as Customer Success Management (CSM) software, analytics dashboards, and collaboration tools.
By taking these initial steps, you can lay the foundation for a successful customer bonding strategy that drives measurable business outcomes, fosters strong customer relationships, and maximizes customer lifetime value.
Implementing a customer bonding approach can face several hurdles within an organization. Common obstacles include resistance to change, siloed operations, and lack of clear processes for tracking customer success metrics.
Shifting from a satisfaction-focused mindset to one centered on fostering customer bonding requires a cultural transformation. Employees may be hesitant to adopt new practices, perceiving them as unnecessary or disruptive to existing workflows. Effective change management strategies are crucial to overcome this resistance. Clear communication, training, and involving frontline teams in the transition process can help alleviate concerns and build buy-in.
In many organizations, customer-facing teams operate in silos, with limited cross-functional collaboration and data sharing. Customer bonding necessitates seamless coordination between sales, account management, customer success, and support teams. Breaking down these silos and fostering open communication channels is essential to ensure a consistent, cohesive customer experience focused on driving measurable outcomes.
Implementing customer bonding requires robust processes for tracking and measuring customer success metrics. Organizations may lack the necessary tools, data infrastructure, or established methodologies to capture and analyze these metrics effectively. Investing in the right technology solutions and developing standardized processes for data collection, analysis, and reporting can address this challenge.
Gaining executive sponsorship and cross-functional alignment is crucial for successfully implementing a customer bonding strategy. Presenting a compelling business case, highlighting the potential impact on customer retention, revenue, and growth, can help secure leadership support. Additionally, identifying champions across different teams and involving them in the planning and execution process can foster broader organizational buy-in.
Transitioning to a customer bonding approach may require revamping existing processes and workflows. Account managers and customer success teams may need to shift their focus from reactive problem-solving to proactively guiding customers toward achieving measurable outcomes. Providing comprehensive training, coaching, and clear guidelines on the new processes and expected behaviors can facilitate this mindset shift.
Overcoming these challenges requires a combination of effective change management, cross-functional collaboration, investment in the right tools and processes, and a commitment to continuous improvement. By addressing these obstacles head-on, organizations can successfully implement a customer bonding strategy and unlock the benefits of increased customer retention and lifetime value.
Interested in purpose-built technology that supports your customer engagement team to boost retention and drive revenue growth? Schedule time with a Kapta team member to discuss your strategy.