The book The Effortless Experience provides valuable insights into drivers of customer loyalty and disloyalty. The information is counter to what has traditionally been well-accepted practices in business. It's critical for Customer Success practitioners to understand the correlation between customer effort and loyalty in support of customer acquisition and retention goals.

1. Partner Sales Acceleration…
AUTOMATED. INTELLIGENT. ACCESSIBLE.

2. There is painful misalignment between
go-to-market strategy and sales execution resulting in
ineffective and underperforming revenue.
90%
of content & training
never used by sales
(AMA/Forrester)
35+ hours
per month spent searching
for tools and training
(IDC Sales Enablement Study)
Millions
spent on content, but
no way to track/report
(Content Marketing Institute)

3. Allbound’s partner sales acceleration platform helps companies close more business
through their channel partners faster by driving behaviors, creating engagement, building
knowledge, and increasing transparency.
Allbound is creating real change…

4. Marketing
Simple organization,
delivery, tracking of content.
Sales & Channels
Real-time knowledge and tools
where/when they need them.
Executives
Built-in visibility,
analytics and reports.
Deliver the right content, right now –
making sales channels more effective.

5. Formula for Simplicity.
Training and
resources to ensure
partners and reps are
always prepared.
Knowledge
Anytime, anywhere
access to content
and tools that keep
the pipeline moving.
Clear visibility into
prospects and
opportunities that
impact business.
Deliver insight and
intelligence on key
channel sales and
marketing activities.
Simple, effective
methods to incentive
loyalty, engagement,
and competitiveness.
Content Pipeline
Business
Intelligence
Gamificatio
n
Unify your channel sales training, marketing content, campaigns, and data so that you can finally
reinforce and incentivize the activities that drive real change in the trajectory of your pipeline.

6. Access content from any device while
eliminating the costs and complexities of
managing multiple apps and platforms.
Responsive Architecture
Give your channel the best of modern
software design with an engaging
experience for both reps and
marketers.
Modern User
Experience
Easily deliver content, training, data and
resources to your partner ecosystem in a
safe, secure Cloud environment.
Securely in the Cloud

7. Partner Sales
Acceleration
The Myths & Truths of
Customer Loyalty

8. The Tale of Two Matts
• B2B marketing strategy
and oversight
• Account management
• Business development
• Client services
VP, Marketing Strategy
• B2B channel marketing
strategy
• Customer management
• Business development (demo,
after demo, after demo…)
• Customer service
• +
• +
• +….
Director, Customer Success
Has anything really changed?

9. Implementation
and Rollout
Onboarding and
Account
Management
Renewal, upsell,
cross-sell
User Training
and Engagement
Customer Service
Technical Support
Obsessed with Success.
Customer Success is a multi-disciplinary endeavor.

10. Surprising Truths of Services &
SupportUnderstanding the realities of their impact – both positive and negative.

11. We’re Pressured To “Delight”…

12. To Provide Exceptional
Service…

13. To Exceed Expectations…

14. To Prevent Murder?

15. Does Any Of It Work?
We believe that increased loyalty is driven by our ability to ‘exceed expectations’.
Truths:
Delight only happens 16% of the time.
Attempts to delight increase operating costs up to 20%.

16. Does Any Of It Work?
The harder we try, the harder we fall.
Truth:
ANY interaction with customer service creates a higher
likelihood for disloyalty.

17. The Answer Is Minimal Effort
For your customers and for you!

18. The Case For Minimal Effort
The cost of high-effort experiences are detrimental to business growth.
Truth:
High-effort breeds negative word-of-mouth.
High-effort drives a high rate of disloyalty.
Negative WOM Overall Disloyalty

19. The Case For Minimum Effort
Minimizing effort has big business impact.
Truth:
Low effort experiences substantially impact repurchase
and increase net new revenue.

20. It Takes Work To Reduce Effort
Focus on customer effort reduction initiatives NOW!
1. Start the discussion among your company’s
leaders
2. Engage front-line reps from customer success,
service, support and sales in designing a solution
3. Eliminate checklists and scripts and train to guide
customers toward quick resolution
4. Anticipate customers needs (hint: address your
top 10 customers needs and solve most of your
effort friction)
5. Don’t make the goal shorter calls and
interactions, just more successful ones
6. Create accountability around the effort

21. Set Expectations To Satisfy
CustomersMake sure customers know what to expect. If you keep your promises, they’ll never be let down.

22. Dedicated Customer Success
RepAccess to a dedicated Allbound team member,
focused solely on your success.
24x7 Technical Support
Around-the-clock technical guidance available
via both phone and online ticketing.
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