How can a hardware company benefit from a Customer Success initiative?
In this 2-minute short, we’re going to talk about how a hardware company can benefit from running a Customer Success program.
For this one, I’m going to share a personal story.
A couple of months ago, I bought an Arlo security camera from Netgear. There have been a number of break-ins on my block and I wanted to make sure we had footage of our front porch. Now the Arlo is really neat b/c it’s wireless and you can install it anywhere.
After a few days with the Arlo, I was hooked. I saw raccoons sneaking around my porch at night; saw a package arrive at my door when I was at work; and could tell that my 5 year old had arrived safely home from school.
After a few days, I bought another Arlo – this time to watch my baby girl while she slept. I know that’s a little helicopter parent-ish, but I’ll own up to it; I thought it’d be great to be able to see her napping while I’m at work. So I dropped another $150 on another camera.
Then, a few days later, the battery on the first first one died. It had only been 7 days. A few days later, the batteries on the 2nd one died. I got 7 days of battery life on each camera. The batteries cost $2 each – and the unit takes 4 batteries. So, that’s $8 in batteries every week or $416/yr. The reviews on Amazon say that the re-chargeables last only a day. Plus, I’d need to climb up to my roof to replace the batteries every week.
I was bummed out. That was a month ago. Here’s what my Arlo home page looks like. And here’s what my email from Arlo looks like. You see that I went from about 100 motion alerts a day to virtual dead silence.
What I see here is a perfect opportunity for Customer Success. My battery died just a week after initial installation – and I haven’t streamed video from the cameras in over a month.
This is a clear opportunity for bringing customers back from battery death. A simple play would be to add me to a drip email campaign that shows me how to optimize battery life. Even better, if they want to spend a little, they could offer a coupon for buying another set of batteries. As someone who purchased 2 cameras in the span of week and then used the product for only seven days, there’s certainly an opportunity to help me get more value from the product – and then once I’m seeing value, to up-sell me to more cameras and or their subscription plan.
So that’s a simple example showing how a hardware company can benefit from running a Customer Success program.