Driving customer engagement is top of mind for all those in the Salesforce ecosystem today. With the rise of digital disruption, it comes as no surprise that the rules of customer engagement has changed. Customers today expect — nay, demand — a consistent experience across channels. In a previous post, I explored how in order to become customer obsessed, you need to deliver memorable cusotmer moments. In this blog, I’ll expand on that concept to examine how passion delivers extraordinary experiences with your brand, and ultimately, drives customer success.

When you enthusiastically engage in your relationship with your customer, they will recognize that you are invested in their success. Enthusiasm is contagious — it can spread like wildfire. And, like all wildfires, it starts with a spark.

For those who are customer obsessed, it all begins with caring about the customer’s goals and aspirations — in ways that strategically drive measurable business outcomes for them.

So, the integral question to ask becomes, “How do I drive my customer’s success?” Here are three steps to consider:

1. Identify your customer's success metrics.
   
   First and foremost, be sure to gather a comprehensive understanding of their business goals — and how that is defined in their organization. Ask questions and then challenge their responses “Why is that important?” will prompt them to critically examine the motivation and significance of the goal. Once you and your customer are both clear on the desired business outcome, you can focus on the identifying and executing the strategies to create meaningful customer moments.
2. Let your enthusiasm shine.
   
   Feel what it would be like for your customer to accomplish their goals and business outcomes. Picture in your mind what it would be like having these goals accomplished with your support. Let these images create a visceral sense of excitement and enthusiasm. Your customer will no doubt appreciate your genuine investment in their success, which allows for a more synergistic relationship that translates to impactful business results. 
3. Stay aligned with your customer in the journey.
   
   Motivation is a mindset — it takes continued focus and dedication to sustain passion. Instead of placing all of your focus solely on the end goal, challenge yourself to derive value and satisfaction from the process. Your customer will no doubt appreciate your initial enthusiasm, but it’s the ongoing dedication and commitment to their success that will ultimately bring your relationship to the next level. This way, you and your customer will feel aligned in the journey and work together in the face of challenges and adversity. Those who are passionate and customer obsessed recognize that delivering exceptional customer experiences drives customer engagement — they maintain their enthusiasm and motivation to helping their customers achieve success. 

Passion for your customers’ success is critical to helping them succeed. Prioritizing what it takes for them to achieve their success metrics ultimately translates to increased engagement and success for your organization. Capitalize on each interaction with your customer by demonstrating your unrelenting passion and commitment to their success. For a deeper dive into customer engagement strategies and tactics, download our Essential Guide to Customer Obsession.