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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.
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www.customerengagementzone.comthe Customer Zone
How to Lose a Customer in 10 days
Presented By
www.customerengagementzone.comthe Customer Zone
Housekeeping
• Interact with us: • Send questions & comments
through the questions panel• Twitter with
#customerengagement
• This webinar is being recorded. Recording will be emailed after the event.
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Presenters
Rachel BalikContent Marketing Manager
Jim WilliamsVP Marketing
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How is my churn rate like a rom-com?
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Take Them for Granted
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Do: Invest in Customer Engagement
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Don’t Make Them Feel Special
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Do: Personalize their experience
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Don’t Let Them Talk to Each Other
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Do: Engage your customers in conversation
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Don’t Teach Them Anything
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Do: Educate and guide them based on their needs
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Don’t Let Them Meet Your Family Too Early or Too Late
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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
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Don’t Make it All About You
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Do: Show that you listen and understand them
CustomerIT ServicesStatus: Renewal
Prospect Not In-PipeIndustry: TelecomAudience: EnterpriseEmployees: 241,000
ProspectIn-PipelineIndustry: RetailEmployees: 159,000Status: Prospect
Xerox -
Find out how we help Telecoms build better relationships
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Don’t be flexible
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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
Customer Classes
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Don’t Ignore Their Opinion
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Do: Innovate beyond their expectations
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Don’t Just Bring Them Flowers and Chocolates
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Do: Incentivize them to engage with you
Status Access Power Stuff
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1. Guest blogging opportunities2. Media interviews3. Invitations to executive retreats4. Invitations to industry conferences 5. Special status at user conferences6. Participation in product sprints7. Job recommendations8. Social media love9. Introductions & connections10. LinkedIn skills & recommendations
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Don’t Take Whatever You Can Get
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Do: Choose companies that are a good fitSIGN UPFOR A FREE THING
SIGN UPFOR A FREE THING
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$35,622,000,000Software and Technology105,000500 Oracle ParkwayRedwood ShoresCA94065Enterprisehttp://www.oracle.com
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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.
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.
www.customerengagementzone.comthe Customer Zone
www.customerengagementzone.comthe Customer Zone
The Customer Engagement ZoneBest practices, solutions and technologies to take customer experience to new levels
Join us at www.CustomerEngagementZone.com
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