Creating The Perfect Customer Lifecycle


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Proven strategies for getting higher conversions, repeat sales and increased efficiencies in your business

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Creating The Perfect Customer Lifecycle

  1. 1. 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
  2. 2. I used to be in & out of psych wards all the time@tylergarns
  3. 3. Psychosis: When Normal Mental Processes Get Overactive@tylergarns
  4. 4. Ever Felt Like This? Biz Owners & Marketers Often Feel Trapped@tylergarns
  5. 5. I’m not going to drug you, but it’s... Time to Retrain Your Brain@tylergarns
  6. 6. 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
  7. 7. Growing Sales w/Typical Customer Lifecyle Generate Interest to get 100 prospects 10 People Buy What if I want to double my sales?@tylergarns
  8. 8. 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
  9. 9. 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
  10. 10. 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
  11. 11. Did You Know? How many leads each month are labeled as “bad” and dumped into hole #2?@tylergarns
  12. 12. 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
  13. 13. Holes in your funnel are a result of focusing on tools & tactics - while ignoring strategy@tylergarns
  14. 14. Can you imagine?POINT “A” - SAUDA POINT “B” - NOIDA@tylergarns
  15. 15. 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
  16. 16. Don’t buy any tool or try any tactic if you don’t have a map!@tylergarns
  17. 17. What’s The Result? CHAOS@tylergarns
  18. 18. Tools + Tactics (without strategy) = CHAOS@tylergarns
  19. 19. Build the Strategy First Then Find Tactics & Tools That Accomplish The Strategy@tylergarns
  20. 20. Framework for Strategy:The Perfect Customer Lifecycle@tylergarns
  21. 21. @tylergarns
  22. 22. Service Business Attract Traffic Capture Leads Nurture Convert Sales Deliver & Satisfy Upsell Referrals@tylergarns
  23. 23. Heating & Air Conditioning@tylergarns
  24. 24. @tylergarns
  25. 25. Online Retail Attract Capture Leads Nurture Convert Sales Deliver & Satisfy Upsell Referrals@tylergarns
  26. 26. @tylergarns
  27. 27. Download the template:
  28. 28. 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
  29. 29. 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
  30. 30. 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
  31. 31. 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
  32. 32. 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
  33. 33. 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
  34. 34. 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
  35. 35. Your Assignment: Download the template at 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:
  36. 36. Thank you!@tylergarns