1. Margot da Cunha Wistia Step away from the screen: The Value
of meeting customers In Person SUPCONF NYC 2016
2. @ChappyMargot Step Away from the Screen: The Value of
Meeting Customers in Person
3. #WistiaFest / @twitter-handle Hello! Im Margot Customer
Success Manager at Wistia @ChappyMargot
4. @ChappyMargot
5. #WistiaFest / @twitter-handle Fun Fact: My childhood
nickname was The Tank Can you guess which one is me?
6. @ChappyMargot Think about your most meaningful
relationships
7. @ChappyMargot Technology
8. @ChappyMargot
9. @ChappyMargot
10. @ChappyMargot And this isnt just true for personal
relationships
11. @ChappyMargot My Favorite Customer: Cleve from Dollar Shave
Club
12. Above all types of online relationships, ofine one's are
still the most powerful and important I would rather have four
hundred ofine friendships than thousands of online one's for this
very reason." - Dan Schawbel, Personal Branding Guru
13. @ChappyMargot Take your highest value relationships
ofine
14. @ChappyMargot Agenda The who/when/where/how/why to
executing in-person customer meetings Stories of successful
meetings with Wistia customers How to create human connections at
scale
15. @ChappyMargot
16. @ChappyMargot Average number of emails a U.S. worker
receives each day 122!
17. @ChappyMargot Make real human connections
18. 77% of people believe face-to-face meetings are a necessity
not a luxury Wall Street Journal
19. 85% believe face-to-face meetings are more likely to result
in breakthrough thinking
20. 82% believe face-to-face meetings bring out the best in
people
21. "In-person business meetings let attendees develop
transparency and trust in ways that are not possible wit other
forms of communication." - Joe Mullich, Wall Street Journal
22. Make business more human
23. Skeptical Ben CEO at Guitar Tricks (online guitar lessons)
Business relies on video Using Wistia lightly (just for short
marketing videos) Unsure about moving his video library to a new
platform Burnt in the past
24. @ChappyMargot + Were always worrying a lot about downtime.
We dont trust our video service company. When we experienced over 5
hours of video downtime we received no support. Their canned
responses on tickets and lack of a phone number make us feel like
they were hiding from us.
28. Face-to-face visits are rare in our business. Now we feel
like someone has our back. Putting a face to the name in-person
really added a level of trust we never had with our last video
service. "
29. The Anonymous NPS Detractor
30. Come on over to Wistia! What is your team working on/
towards? How have you been using video/ Wistia? Pain points,
feature requests Tour the space Next steps
31. Live Training on Wistia Stats for the entire Academy
team
32. Thanks again for conducting that training. Professors
instantly started bouncing ideas off me afterwards It was really
well organized and you touched upon everything we needed to know.
Everyone thought it was incredibly helpful.
33. @ChappyMargot Dont take detractor as an answer!
34. Invite your unhappy customers to the ofce
35. Your might be unable to ll every need of the customer, but
showing empathy & creating a human connection builds
loyalty
36. Who? When? Where? How? Reach out to a small list of your
highest value customers in a specic radius When it makes sense!
Start small/local Your ofce, their ofce, a coffee shop, a bar Let
the customer decide! Send a friendly and direct email explaining
why you want to meet
37. Step One Step Two Step Three Step Four Identify a list of
20-30 of your highest value customers in a specic radius Reach out
with a friendly/detailed email explaining why/when/ where youd like
to meet Prep for the meeting & meet! Research their account/
company and come with a exible agenda of items to discuss. Bring
gifts! Follow-up with actionable items!
38. But, meeting every customer in-person isnt scalable
39. Our Goal = 1 in-person meeting/month
40. While you cant meet every customer in person, you can
41. Interact in a more human manner Add an avatar to your email
alias Use the video cam on your phone calls Communicate like a
human-being Incorporate 1:1 videos into your communication
42. @ChappyMargot " A Wistia Customer Cancelled
43. @ChappyMargot What could we improve? Absolutely nothing. Im
just not using video in my biz, anymore. Boohoo!!
44. @ChappyMargot
45. @ChappyMargot
46. @ChappyMargot Record Videos
47. @ChappyMargot
48. @ChappyMargot
49. @ChappyMargot
50. @ChappyMargot
51. @ChappyMargot Send Personalized Screencasts
52. @ChappyMargot Host a video making competition to get your
team thinking about this!
53. Create a video email signature Send out quick recordings
for negative/positive milestones Create screen recordings with
live-action bumpers Host your own internal video making competition
to delight customers To Recap
54. Not sure where to start? wistia.com/blog/ your-rst-video
wistia.com/library
55. Turn your customers into advocates by making real human
connectio
