The 2013 Compete Client Relations Strategy Talk. Special thanks to Micah Solomon and his book High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce.

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Compete Client Relations
2013 Strategy
Presented by Lindsey Mark

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Facilitate Self-service |
High-tech High-touchAnticipatory Outreach |
Community Building |
Increase customer
engagement and
satisfaction…

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Facilitating Self-service
Empower customers to easily
answer questions and find
product resources.

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• Rarely specialize only
in competitive
behavioral analytics.
• Are consistently asked
to do more with less.
• Want answers to their
questions quickly, on
their time.
• Want to a seamless
experience.
OurCustomers
Photo credit: Shandi-lee

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• Keeping our forums
up-to-date.
• Optimizing our contact
forms.
• Lay the foundation for
in application content
Self-service is
important and we’ll
start by…
Photo credit: Phae

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• Customerdemand
• Forums receive 1,500-1,600 views a month
from 1,000 customers.
• Retention
• PRO’s canceling often say they didn’t know
how to use the product.
• Fasterresponseavailable24-7
• More accessible & scalable.
• Frees our team to focus on high-touch
value-adding interactions.
Why Self-Service?
Photo Credit: ucumari

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Benjamin Franklin
“An investment in
knowledge pays the
best interest.”

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Photo Credit: geoftheref
Long-term
Vision
To engage with our
customers in a central
place, with the goal of
creating a community that
learns from us as well as
one another.

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High-tech high-touch
anticipatory outreach
High-tech approaches to providing
scalable “must-have” services

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Implement Customer Nurture Programs
Send customers a series of messages to help
them get on boarded and continue to engage
them with helpful content throughout their
subscription.
Personalized outreach
Using bring the human element into customer
conversations.
Leverage Videos to Train Customers
Sending short screencasts to show them rather
than tell them how to do something.
High-TechAnticipatoryApproaches
Photo Credit: TangYauHoong & ucumari

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Creating resources to help customers understand.
Nurture Programs & One-Sheeters
Photo credit: andre.vanrooyen

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Taking the extra step to help visual learners.
We show our customers “how”
Photo Credit: * Cati Kaoe *

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High-value touch points through short video messages.
Vsnap “Your customers are not robots. They're people.”
Photo Credit: Jeremiah John McBride

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Benjamin Franklin
“Tell me and I forget,
teach me and I may
remember, involve me
and I learn.”

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Photo Credit: Arno Meintjes Wildlife
Long-term
Vision
We’re committed to
optimizing the customer
experience with strategic
value-adding touch
points, working in concert
with Inside Sales to
increase retention and
renewals.

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Community
Engagement
Getting to know customers away
from their keyboards.

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User’s Group Agenda
• Guest Speaker
• Product Updates
• Breakout Sessions
• Networking
Where & When
• Boston User’s Group
April 2013
• New York City User’s
Group
Q2 TBD
Compete PRO User’s Group
Photo Credit: nailbender

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Each Event
• Host 20-30 participants.
• Find customer speaker for
our next event.
• Gather customer
feedback about our
Products/Services.
• Garner interest for a
special VIP beta group.
• Foster sharing of ideas &
use cases for our
products across
industries.
Foster communities in key cities
User’s Group Goals
Photo Credit: bdu

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Photo Credit:: alles-schlumpf
Long-term
Vision
Sponsor future user’s
groups with a strong
community leader in these
cities. Work to foster a
healthy Compete User’s
community.

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Rethinking the PRO
Premium Services
Offering
Differentiating between
support and services

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Bybreakingoutthecomponent
offeringsfromthecurrent“Platinum
Support”packageintoseparate
supportandserviceofferingswe
canhavemorecompetitive
pricing,andgivecustomersonlythe
componentstheyneed.
Simplifying and realigning support & services
Photo Credit: Rainbirder

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• Increaserevenue,retention,andsatisfaction
• Clearerdefinition ofscopeandbettersettingofcustomerexpectations
• Winnewbusinessbasedonuniqueserviceoffering
• Createpartnershipsthatwillallowustogrowaccounts
• BetterROIforprospects
• Abilitytoaddinsightstosyndicateddata
Ala carte service & support options

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Photo Credit: Randy Son Of Robert
Long-term
Vision
Grow the services branch
of our product offering for
organizations that want to
leverage our expertise
from compete’s syndicated
products.

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Team building, staying focused, and
celebrating customer praise
The Importance of
alignment & values

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Compete Client Relations Team
Sarah Friedman
Client Relations Specialist
Kristina Lopez
Client Relations Co-Op
Photo Credit: Jared Deluca

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1. What are some of your personal core values?
2. What motivates/discourages you?
3. What is example of an accomplishment you’re proud of (can be anything)?
4. I feel most happy when?
5. What was the last customer service experience made you feel warm & fuzzy?
6. I pride myself on?
7. How do you like to be recognized, acknowledged and rewarded for a job well
done?
8. What makes you feel like a valuable contributor?
9. My biggest strength/weakness is?
10.If you could focus on improving /learning one thing this quarter what would it be?
It’s much easier when you first agree on your values.
Striking a balance can be difficult.

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1. We are committed to anticipating our customer’s needs, proactively
reaching out, and carrying ourselves with patience and infectious
optimism.
2. We are advocates for our clients —acting as liaisons within our
organization to facilitate timely and accurate data, must-have
features and functionality, and externally to promote the knowledge
and understanding to derive actionable insights from our
products.
3. We’re respectful of our client’s time, listen carefully, and
are thoughtful in our actions and recommendations.
4. We work hard to keep up-to-date on industry trends so that
our clients value our expertise and think of our products and
services as “must have”.
5. We have a strong appreciation of facial hair,
specifically mustaches and coffee too!
Our Team Values

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Westay customer
focused
Our values live in
context of
real, positive customer
feedback that’s
updated regularly.
• Updated weekly
using our satisfaction
surveys and VOC
tags.
• Anyone on the team
can submit content
in any format.

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@linji
http://gplus.to/linji
http://linkedin/in/lmark
Questions
Photo Credit: Bob Jagendorf