Branding and Voice of Digital Customer Success

Tonya Seibert
Tonya Seibert Member
edited March 2023 in 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!

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Comments

  • Carlos Alves
    Carlos Alves TSIA Administrator, Moderator, Founding Member | admin

    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.

  • Tonya Seibert
    Tonya Seibert Member

    Thanks @CarlosAlves! Curious, if you had similar results vs using a named person?

  • Carlos Alves
    Carlos Alves TSIA Administrator, Moderator, Founding Member | admin

    Yes, results were better with a named person.

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