Amazing Customer Experiences

By Kristen Hayer


Tonight I'm writing from the Client Success CS100 Summit at the beautiful Sundance Resort in Utah. I spent the day learning from sessions where we explored different facets of customer success and ways to engage our clients. I also got the opportunity to zip-line down a mountain, eat a fantastic dinner in the woods and listen to a local singer under the stars. All of this got me thinking about what it takes to create an amazing customer experience. 


You don't have to have the biggest budget or the best solution to build an incredible experience for your customers. You do have to be creative and notice the details. Here at Sundance, the beds have log footboards, there are trout in the pond, the general store sells ribbon on spools, and even the shampoo smells like wood. Every detail was creatively considered to create a rustic but comfortable experience.


Client Success did a terrific job this afternoon of crafting an experience for each conference attendee that was tailored to their interests. We had 3 hours to choose an activity that appealed to us: hiking, spa visits, mountain biking, art projects and, yes, zip-lining were all on the menu. Everyone returned for dinner with a story to tell, and this conference will be remembered because it connected to each person.


Walking home in the dark? No worries. Your key chain doubles as a flashlight. Need coffee in the morning? You've got 8 choices of breakfast beverages in your room. Wondering when the next activity is or where to go? It's printed right on the back of your badge. Anticipating the needs of customers makes them feel special, and allows them to focus on the wonderful experience they are having with your solution.

The CS100 Summit has not only been educational and fun, but has set a great example of an amazing customer experience. I'll be leaving tomorrow with a challenge to make The Success League even better. As you consider your own customer experience, I challenge you to incorporate creativity, individuality and anticipation to drive engagement and delight.

The Success League is a proud sponsor of the 2017 CS100 Summit. If you didn't get a chance to attend this year, we would recommend adding it to your list of 2018 customer success events. To learn more about The Success League and our customer success consulting practice, please visit