Creating The Perfect Customer Lifecycle

Creating The Perfect Customer Lifecycle: Proven strategies for getting higher conversions, repeat sales and increased efﬁciencies in your business Presented by Tyler Garns Director of Marketing, Infusionsoft@tylergarns

I used to be in & out of psych wards all the time@tylergarns

Psychosis: When Normal Mental Processes Get Overactive@tylergarns

Ever Felt Like This? Biz Owners & Marketers Often Feel Trapped@tylergarns

I’m not going to drug you, but it’s... Time to Retrain Your Brain@tylergarns

Typical Customer Lifecycle Generate Interest Sell, Sell, Sell Get New Customers Sigh Of Relief Go Do It Again Problem: 3 Holes In Your Funnel@tylergarns

Growing Sales w/Typical Customer Lifecyle Generate Interest to get 100 prospects 10 People Buy What if I want to double my sales?@tylergarns

How to Double Sales Double Ad Spend Double Time Spent Generating Trafﬁc Double Sales Efﬁciency All of these are out of reach for small business Why?@tylergarns

Holes In Your Funnel Hole #1: Lost Trafﬁc Ask yourself: How much trafﬁc came to my site today and left without me capturing their info? How will I ever follow up with them again?@tylergarns

Holes In Your Funnel Hole #2: Lost Leads Usually 10% of leads are HOT - we convert those What about the rest? What about the people who aren’t ready to buy now?@tylergarns

Did You Know? How many leads each month are labeled as “bad” and dumped into hole #2?@tylergarns

Holes In Your Funnel Hole #3: Lost Customers You lose 68% of customers because of INDIFFERENCE* Are your customers buying more? Are they referring?@tylergarns *According to a study conducted by the Technical Assistance Research Project in Washington D.C

Holes in your funnel are a result of focusing on tools & tactics - while ignoring strategy@tylergarns

Can you imagine?POINT “A” - SAUDA POINT “B” - NOIDA@tylergarns

Any statement that starts with “You MUST do X” where X is a tactic (or a tool), is a statement to be wary of!@tylergarns

Don’t buy any tool or try any tactic if you don’t have a map!@tylergarns

What’s The Result? CHAOS@tylergarns

Tools + Tactics (without strategy) = CHAOS@tylergarns

Build the Strategy First Then Find Tactics & Tools That Accomplish The Strategy@tylergarns

Framework for Strategy:The Perfect Customer Lifecycle@tylergarns

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Service Business Attract Trafﬁc Capture Leads Nurture Convert Sales Deliver & Satisfy Upsell Referrals@tylergarns

Heating & Air Conditioning@tylergarns

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Online Retail Attract Capture Leads Nurture Convert Sales Deliver & Satisfy Upsell Referrals@tylergarns

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Download the template: http://bit.ly/pcl-template@tylergarns

Trafﬁc Attraction Strategies The Internet has taught us: Build it, and they will not come! Killer Content - Blog Posts, Tools, Videos, etc. Social Media Partners Referrals Advertising@tylergarns

Lead Capture Strategies “Sign up for our Newsletter” is NOT a lead capture strategy Free Report, eBook, etc. Access to Video, Audio, Podcast, Premium Content (membership site), etc. Request a Quote Surveys, Polls, Contests & Drawings Offers, Coupons, etc. Live Event, Webinar, Teleseminar@tylergarns

Lead Nurture Strategies Typical Autoresponder = Robotic - Your Prospects Don’t Want to Be Treated Like Robots New Lead, Hot Lead Sequence, Cold Lead Sequence Long Term Nurture Sequence Weekly Newsletter New Customer Sequence Customer Satisfaction Sequence Event Follow Up Sequence (Pre & Post)@tylergarns

Sales Conversion Strategies If you rely solely on your sales reps, you’ll never achieve the sales your organization is capable of Automate Sales Stage Communications New Prospect Discovery Info Objection Handling Supporting Evidence@tylergarns

WOWing Customer Strategies Imagine you have only 1 customer - craft the PERFECT EXPERIENCE for that customer Then Put Systems In Place for Quality Control Welcome Sequence (make it personal & relevant) Customer Satisfaction Sequence (offer bonus for completing)@tylergarns

Upsell Strategies Upsell During Checkout (during sales process - would you like fries with that?) Post-Purchase Upsell (get ‘em while they’re hot) Happy Customer Upsell (post cust. sat. survey) Product-Specific Upsell/Refill (automatic ink delivery, service package, warranty, etc) Product-Specific Cross-Sell (ink -> paper - could be partner product/service)@tylergarns

Referral Strategies You & Your Friend Get a Discount Free Product/Service If You Refer A Friend Referrals Don’t Have To Come From Customers - Use Happy Leads To Drive Trafﬁc@tylergarns

Your Assignment: Download the template at http://bit.ly/pcl-template Create your marketing strategy, complete with goals Get speciﬁc or they don’t count Don’t get overactive (psychotic) in tactics that don’t drive your strategy Download the Small Business Marketing Guide: http://www.infusionsoft.com/inbound@tylergarns

Thank you!@tylergarns

Creating The Perfect Customer Lifecycle

by Infusionsoft on Jun 08, 2011

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