Hootsuite has just celebrated its 10th anniversary, which makes it one of the longest running social media management platforms around. It boasts 16 million users and 800 companies in the Fortune 1000 use Hootsuite to manage their social media feeds. This demonstrates an outstanding customer success rate.
So how do they do it?
Maintaining a Solution to a Constant Problem
The core of Hootsuite has remained the same since its inception. Ryan Holmes, the founder and CEO of Hootsuite, said that the customer pain point they target is having to keep track of a range of logins for different social media platforms.
With Hootsuite, you only need to remember one. And this is a customer pain point that hasn’t gone away and hasn’t diminished in any way.
By adhering to its core, nobody has managed to kick Hootsuite off its lofty perch.
Improving and Evolving
One of the key rules of any customer success platform is to constantly evolve and improve the service offered. Hootsuite didn’t rest on its laurels when it came to its early success. It expanded to more social media networks and improved integration.
In 2018, Hootsuite benefits from 250 different apps and integrations. This has seen the company develop partnerships with Google, LinkedIn, Facebook, and Twitter.
The takeaway here is that through constant evolution, customers never felt the need to choose another platform. It also prevented competitors from being able to invade Hootsuite’s market and tempt customers away.
Appealing to a Wide Range of Customers
The risk all businesses face is hitting a glass ceiling and not being able to expand further. Part of Hootsuite’s customer success story is moving away from the individual social media user and targeting global enterprises instead.
Through introducing separate pricing packages and appealing to the needs of the big business owner, Hootsuite has managed to become the ‘go to’ option for social media management.
They’ve followed a similar path as Facebook and Google have in providing a product that meets the needs of everyone.
Customer success is not just about the individual customer but contextualized in the form of the whole business as a growth entity.
Going Beyond the Online
Hootsuite doesn’t just provide its service and say nothing. They recently held The Future of Social event, which discussed the future of social media ten years from now. This global event spanned the world from Toronto to Singapore.
It’s part of the customer success story because it humanizes the company. Customers want to feel a part of the story and they want to feel like they’re interacting with real people.
Last Word – Success on All Fronts
As you can see, Hootsuite makes everything it does to be about the customer. But ultimately it all comes back to creating a product that people want and that can’t be surpassed by competitors.
Know your customer and you’ll soon know success!
Author Bio: Douglas Pitassi is a freelance writer and small business blogger.
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