How to Build a Successful Customer Experience
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The August meetup focuses on building a successful customer experience with an agenda covering strategies for marketing, onboarding, and retention. Key topics include personalizing the onboarding process, addressing customer churn, and employing various metrics to measure customer satisfaction and success. VBOUT's resources, including a marketing automation stack and training materials, are highlighted to enhance these efforts.
How to Build a Successful Customer Experience
- 1. How to Build a Successful Customer Experience August Meetup
- 2. 20K members 7 years The VBOUT Community
- 3. • 5.00 - 5.15: General intro Agenda • 5.15 - 5.50: How to Build a Successful Customer Experience • 5.50 – 6:10 : VBOUT’s resources and QA
- 4. The VBOUT stack Marketing automation stack Simple interface Great price Premium support
- 5. The VBOUT stack 10+ core tools working together 01. Landing pages 02. Forms 03. Popups and site messages 04. Lead tracking 05. Automation sequences 06. Email campaigns 07. Social media listening 08. Social publishing 09. Retargeting 10. Analytics 11. Pipeline management 12. Calendar booking Integrates well
- 6. Full Product Video Tour Visual automation builder
- 7. Full Product Video Tour Lead data platform Owning First Party Cookie
- 9. How to Build a Successful Customer Experience (Marketing, Onboarding, Post-Onboarding and Retention) August Meetup
- 10. Outline 1. How to Build your Customer Experience Strategy Identify the 4 steps of your buyer’s journey 2. Onboarding The best onboarding practices How to personalize your customer support 3. Post-Onboarding and Retention How to deal with churn Determining your customer success metrics
- 11. Why businesses invest in customer experience? Source: SuperOffice 42% 33% 32% To improve cross selling and upselling To improve customer satisfaction To improve customer retention
- 12. How to Build your Customer Experience Strategy
- 13. Identify the 4 steps of your buyer’s journey 1. Problem Aware 2. Solution Aware 3. Product Aware 4. Most Aware Exploring the pain Looking for solution to the pain Comparing products and services Negotiating pricing and terms Breakthrough Advertising by Eugene Shwartz Social media, website, community Forms, surveys, emails Signup, demo, talk to sales Contracts, onboarding, reviews
- 14. Onboarding
- 15. 1. Customize the experience • Personalize the onboarding process • Channel concerns and set expectations
- 16. 2. Onboard your employees • Train your team well on the process • Provide full visibility on the impact of the process
- 17. 3. Collect data • Learn your customer needs at a deeper level • Observe patterns during onboarding, like sessions, logins, upgrade, downgrade, ticket frequencies, etc…
- 18. 4. Strengthen the relationship • Activate your email automation • Connect with them on social and engage with their content • Harvest and grow your community
- 19. 5. Follow up after onboarding is done • Make yourself available to them • Install a live chat option on client portal • Follow-up monthly
- 20. 6. Offer add-ons and upgrades • Cross-sell but do not oversell • Offer discounts on upgrades • Make freebies available for clients
- 21. 7. Make your onboarding accessible and repeatable • Record the onboarding process and make it available • Use webinars on demand • Provide more resources and grow your content library
- 23. 1. Start with a great welcome series
- 24. 2. Enrich your support channel with customer details
- 25. 3. Ask for reviews
- 27. Churned customers Source: Forrester How to deal with churned customers and why does churn matter?
- 28. 1. Find out why churn occurs 2. Identify who’s at risk 3. Always improve your services 4. Turn complaint to compliments 5. Offer long term contracts Churned customers Source: Forum Corporations Search
- 30. 1. Average lifetime value
- 31. 2. Net promoter score
- 32. 3. Customer satisfaction (CSAT)
- 33. 4. Customer effort score (CES)
- 34. 5. Churn rate
- 35. 6. Retention
- 37. VBOUT’s training on Demio VBOUT’s professional onboarding overview VBOUT’s help section 7 KPIs to measure your agency success Best Practices for Onboarding new employees VBOUT’s Onboarding Resources
- 39. Thank you!