It can take months and even years to build a good relationship with your customers, but on any given day, you have the opportunity to alienate them. Whether it is failing to put a human face on technology or demonstrating to your customers that you don't value their feedback, you don't get that many chances before you lose their loyalty - and their business. In this webinar, we'll share 10 common mistakes and the best practices you can put in place to avoid losing your customer in 10 days.
Webinar Speakers:
Jim Williams, VP Marketing, Influitive
Rachel Balik, Content Marketing Manager, Demandbase
Part of the Customer Engagement Zone.
14. www.customerengagementzone.comthe Customer Zone
Do: Bring in customers references and happy
advocates as early as possible
75% of the buying process is
complete before a B2B
prospect contacts a company
Forrester: Buyers talk with
peers early in the process
16. www.customerengagementzone.comthe Customer Zone
Do: Show that you listen and understand them
Customer
IT Services
Status: Renewal
Prospect
Not In-Pipe
Industry: Telecom
Audience: Enterprise
Employees: 241,000
Prospect
In-Pipeline
Industry: Retail
Employees: 159,000
Status: Prospect
Xerox -
Find out how we help Telecoms
build better relationships
18. www.customerengagementzone.comthe Customer Zone
Do: Give your customers choice in how they
engage with you.
Help Desk
Phone Number
User Group
NPS Survey
Product Survey
Advocate Challenges
Mobile App
Embeddable Widget
Support Repository
Twitter
Customer Classes
23. www.customerengagementzone.comthe Customer Zone
1. Guest blogging opportunities
2. Media interviews
3. Invitations to executive retreats
4. Invitations to industry conferences
5. Special status at user conferences
6. Participation in product sprints
7. Job recommendations
8. Social media love
9. Introductions & connections
10. LinkedIn skills & recommendations
25. www.customerengagementzone.comthe Customer Zone
Do: Choose companies that are a good fit
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VS.
26. www.customerengagementzone.comthe Customer Zone
10 Key Takeaways
1. Invest in customer engagement
2. Personalize their experience.
3. Engage your customers in conversation.
4. Educate and guide customers based on their needs.
5. Bring in customers references and happy advocates as early as
possible.
27. www.customerengagementzone.comthe Customer Zone
10 Key Takeaways
6. Show that you listen and understand your customers.
7. Give your customers choice in how they engage with you.
8. Innovate beyond their expectations.
9. Incentivize customers to engage with you.
10. Choose companies that are a good fit.
29. www.customerengagementzone.comthe Customer Zone
The Customer Engagement Zone
Best practices, solutions and technologies to take customer experience to new levels
www.influitive.com
info@influitive.com
Join us at www.CustomerEngagementZone.com
www.demandbase.com
info@demandbase.com
Good morning and thank you for joining today’s webinar. This webinar
Update Agenda
Ignore them, treat them like jerks, not be considerate of their feelings. Benjamin is making Andie cry.
Do: Have regular communication, don’t ignore them. Ongoing conversations.
Don’t let your customers talk to each other. Here are Andie and Ben talking to their friends.
Let customers talk to each other. Screenshot of Hub or some sort of discussion? User Groups?
Early in a relationship, you don’t want to introduce your “date” (prospect) to your family.
Bring in the right people as part of the sales process at the right time. That includes customer references, exec team. Image???
Demandbase identifies the companies visiting your website in real-time and integrates with your CMS to personalize content based your segmenting strategy.Demandbase helps you personalize website experiences by:1. Segment - Drive industry verticals or other segments to content relevant to them2. Account Status - Serve renewal, upsell or support content to existing customers3. Account Personalization - Personalize to companies visiting your website by name…and many other ways that help drive engagement on your website for your target accounts.Animation:Customer (Xerox) visits your website; Account Status = Renewal; They get a personalized hero banner with upsell content.Prospect (JCPenney) visits website; Sales Cycle = In Pipeline; They’re funneled to customer stories/case studies of similar businesses (or competitors).Prospect (AT&T) visits website; Sales Cycle = Not In Pipeline; They get industry specific content demonstrating benefits.Xerox – mobile experience is very important
Ben thought he was going to Knicks, but Andie ended up taking him to see Celine Dion
Give your customers choice in how they work with you. Be flexible in what you ask for (challenges = lots of flexibility). Be flexible in your communication and frequency of communication. Image = screenshot of different challenges?
Andie brings ben a “Love Fern”, which is an example of a bad gift. Instead of bad gifts, you should use Advocate Hub.
This is an opportunity to talk about how there are different Rewards in the Hub…customers have choice in how they get recognized for their work. Status, Power, Access, Stuff (and lots of options for “stuff”).