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How to Lose a Customer in 10 Days

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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.

Published in: Marketing
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How to Lose a Customer in 10 Days

  1. 1. www.customerengagementzone.comthe Customer Zone How to Lose a Customer in 10 days Presented By
  2. 2. 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.
  3. 3. www.customerengagementzone.comthe Customer Zone Presenters Rachel Balik Content Marketing Manager Jim Williams VP Marketing
  4. 4. www.customerengagementzone.comthe Customer Zone How is my churn rate like a rom-com?
  5. 5. www.customerengagementzone.comthe Customer Zone Take Them for Granted
  6. 6. www.customerengagementzone.comthe Customer Zone Do: Invest in Customer Engagement
  7. 7. www.customerengagementzone.comthe Customer Zone Don’t Make Them Feel Special
  8. 8. www.customerengagementzone.comthe Customer Zone Do: Personalize their experience
  9. 9. www.customerengagementzone.comthe Customer Zone Don’t Let Them Talk to Each Other
  10. 10. www.customerengagementzone.comthe Customer Zone Do: Engage your customers in conversation
  11. 11. www.customerengagementzone.comthe Customer Zone Don’t Teach Them Anything
  12. 12. www.customerengagementzone.comthe Customer Zone Do: Educate and guide them based on their needs
  13. 13. www.customerengagementzone.comthe Customer Zone Don’t Let Them Meet Your Family Too Early or Too Late
  14. 14. www.customerengagementzone.comthe Customer Zone 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
  15. 15. www.customerengagementzone.comthe Customer Zone Don’t Make it All About You
  16. 16. www.customerengagementzone.comthe Customer Zone Do: Show that you listen and understand them Customer IT Services Status: Renewal Prospect Not In-Pipe Industry: Telecom Audience: Enterprise Employees: 241,000 Prospect In-Pipeline Industry: Retail Employees: 159,000 Status: Prospect Xerox - Find out how we help Telecoms build better relationships
  17. 17. www.customerengagementzone.comthe Customer Zone Don’t be flexible
  18. 18. www.customerengagementzone.comthe Customer Zone 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 Twitter Customer Classes
  19. 19. www.customerengagementzone.comthe Customer Zone Don’t Ignore Their Opinion
  20. 20. www.customerengagementzone.comthe Customer Zone Do: Innovate beyond their expectations
  21. 21. www.customerengagementzone.comthe Customer Zone Don’t Just Bring Them Flowers and Chocolates
  22. 22. www.customerengagementzone.comthe Customer Zone Do: Incentivize them to engage with you Status Access Power Stuff
  23. 23. www.customerengagementzone.comthe Customer Zone 1. Guest blogging opportunities 2. Media interviews 3. Invitations to executive retreats 4. Invitations to industry conferences 5. Special status at user conferences 6. Participation in product sprints 7. Job recommendations 8. Social media love 9. Introductions & connections 10. LinkedIn skills & recommendations
  24. 24. www.customerengagementzone.comthe Customer Zone Don’t Take Whatever You Can Get
  25. 25. www.customerengagementzone.comthe Customer Zone Do: Choose companies that are a good fit SIGN UP FOR A FREE THING SIGN UP FOR A FREE THING Please provide all the information below Full name Email SUBMIT Title $35,622,000,000 Software and Technology 105,000 500 Oracle Parkway Redwood Shores CA 94065 Enterprise http://www.oracle.com Demandbase Hidden Fields: 1,600,000 Oracle Corp. Company Revenue Industry Employee s Address City State ZIP Audience Website Traffic and more… VS.
  26. 26. www.customerengagementzone.comthe Customer Zone 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.
  27. 27. 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.
  28. 28. www.customerengagementzone.comthe Customer Zone
  29. 29. www.customerengagementzone.comthe Customer Zone The Customer Engagement Zone Best practices, solutions and technologies to take customer experience to new levels www.influitive.com info@influitive.com Join us at www.CustomerEngagementZone.com www.demandbase.com info@demandbase.com
  30. 30. www.customerengagementzone.comthe Customer Zone Please share your opinion in our post-event survey

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