Branding and Voice of Digital Customer Success
As we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or signature? With the rise of creating fictitious characters, are you moving away from generic "XYZ Customer Success" or "Your Customer Success Team"?
Examples:
- Success Team
- A fictional CSM
- CCO
- A fictional character (dog, donkey, etc.)
Would love to hear what others are doing and any learnings along the way!
Comments
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Hi @Tonya Seibert , in the past I tried using something attached to the brand, such as a fictional character (person) and part of the logo as an icon.
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Thanks @CarlosAlves! Curious, if you had similar results vs using a named person?
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Yes, results were better with a named person.
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