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.
I’m going to share with you a few words of inspiration that resonate with me in regard to my department’s experience and approach we take in using Zendesk.
Sometimes you have to walk before you can run, in the beginning it can be awkward getting your footing and moving forward but when you’re determined you’ll get there! What we’re committed to do…
We know customers are already using it, and will likely benefit from it being enabled from within the application.Positively impacts customer retentionEnabling self-service will allow us to respond faster, make knowledge more accessible, and will save precious time and resources to tackling more difficult questions and focus on being proactive with our customer base.
We invest in our customers so that they feel confident building a relationship with us.
When it comes to the initiatives we want to make our syndicated services more personable and our communications more transparent and proactive. This includes reaching out to clients for data and website issues that impact their use with the goal of being both proactive and as transparent as possible. We’re also hoping to leverage new technologies to innovate in the way we interact with customers with the goal of building relationships and increasing retention.
We know new customers will need to learn how to effectively use our products, so we nurture our customers with content showing them how to get value. Common resources includeOne SheetersTactical Step-by-step Nurture EmailsTraining InvitesPersonalized video messaging through Vsnap – working toward this with a PilotUsing Screenr to show customers how rather than simply telling them.
These go out to new customers & are distributed to current customers alike.
I know I shared a number of tips and tricks that my team has leveraged over the years, however… I thought I’d throw in something we’ve been collectively working on that might get you thinking about your company, your teams, and the impact that you can have on the experience of your customers and colleagues.
These were some of the questions we answered together, from our answers we were able to vocalize some common themes. I then used these themes to articulate our team values.
Client Relations 2013 Strategy
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Compete Client Relations
Presented by Lindsey Mark
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Facilitate Self-service |
High-tech High-touchAnticipatory Outreach |
Community Building |
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Empower customers to easily
answer questions and find
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• Rarely specialize only
• Are consistently asked
to do more with less.
• Want answers to their
questions quickly, on
• Want to a seamless
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• Keeping our forums
• Optimizing our contact
• Lay the foundation for
in application content
important and we’ll
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• Forums receive 1,500-1,600 views a month
from 1,000 customers.
• PRO’s canceling often say they didn’t know
how to use the product.
• More accessible & scalable.
• Frees our team to focus on high-touch
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“An investment in
knowledge pays the
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To engage with our
customers in a central
place, with the goal of
creating a community that
learns from us as well as
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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
Using bring the human element into customer
Leverage Videos to Train Customers
Sending short screencasts to show them rather
than tell them how to do something.
Photo Credit: TangYauHoong & ucumari
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Creating resources to help customers understand.
Nurture Programs & One-Sheeters
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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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“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
We’re committed to
optimizing the customer
experience with strategic
points, working in concert
with Inside Sales to
increase retention and
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Getting to know customers away
from their keyboards.
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User’s Group Agenda
• Guest Speaker
• Product Updates
• Breakout Sessions
Where & When
• Boston User’s Group
• New York City User’s
Compete PRO User’s Group
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• Host 20-30 participants.
• Find customer speaker for
our next event.
• Gather customer
feedback about our
• Garner interest for a
special VIP beta group.
• Foster sharing of ideas &
use cases for our
Foster communities in key cities
User’s Group Goals
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Photo Credit:: alles-schlumpf
Sponsor future user’s
groups with a strong
community leader in these
cities. Work to foster a
healthy Compete User’s
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Rethinking the PRO
support and services
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Simplifying and realigning support & services
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• Clearerdefinition ofscopeandbettersettingofcustomerexpectations
Ala carte service & support options
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Photo Credit: Randy Son Of Robert
Grow the services branch
of our product offering for
organizations that want to
leverage our expertise
from compete’s syndicated
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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
Client Relations Specialist
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
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
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
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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Our values live in
real, positive customer
• Updated weekly
using our satisfaction
surveys and VOC
• Anyone on the team
can submit content
in any format.
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Photo Credit: Bob Jagendorf