Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Scott Martineau - Delivering Beyond Expectation

1,018 views

Published on

Lifecycle Marketing Track - ICON14

  • Be the first to comment

Scott Martineau - Delivering Beyond Expectation

  1. 1. The Ultimate Event for Small Business Success. Delivering Beyond the Customer’s Expectations How to systematically create customers for life Scott Martineau Co-Founder, Infusionsoft @scottmartineau
  2. 2. The Ultimate Event for Small Business Success. The Parable of The 9 Foolish Loan Officers @scottmartineau
  3. 3. The Ultimate Event for Small Business Success. The Parable of the Wise Realtor @scottmartineau Brian K. Judy, Assoc. Broker Mesa Verde Real Estate
  4. 4. The Ultimate Event for Small Business Success.@scottmartineau No one else.
  5. 5. The Ultimate Event for Small Business Success. What we think is going on… @scottmartineau
  6. 6. The Ultimate Event for Small Business Success. What is really going on… @scottmartineau
  7. 7. The Ultimate Event for Small Business Success. Earn The Monopoly With WOW @scottmartineau
  8. 8. The Ultimate Event for Small Business Success.@scottmartineau No one else.
  9. 9. The Ultimate Event for Small Business Success.@scottmartineau
  10. 10. The Ultimate Event for Small Business Success. WOW MarketingMarketing @scottmartineau $25,000$25,000 $1500$1500
  11. 11. The Ultimate Event for Small Business Success. Small Company. BIG Advantage! @scottmartineau
  12. 12. The Ultimate Event for Small Business Success.@scottmartineau Agility + Automation
  13. 13. The Ultimate Event for Small Business Success. “The moment someone signs up for coaching they instantly receive a welcome voice broadcast from me that includes my personal email address (in case they have issues) and it outlines exactly what they can expect in the first few weeks of coaching with our team.” - Rory Vaden Southwestern Consulting @scottmartineau How SB ICON Finalists WOW:
  14. 14. The Ultimate Event for Small Business Success. How SB ICON Finalists WOW: The Challenge: •To humanize the interaction between each customer & their cleaner. The Solution: •A welcome card with a bio & picture of the cleaner. The Result: •Lower churn •Drop in complaints @scottmartineau
  15. 15. The Ultimate Event for Small Business Success. How SB ICON Finalists WOW: “We continuously stay in touch with them via social media posts, email and phone calls. Clients receive phone calls from the receptionist when they are due for an appointment or a visit. We also make courtesy calls to clients to see how their pets are doing.” – Lee Richter Holistic Veterinary Care @scottmartineau
  16. 16. The Ultimate Event for Small Business Success. How SB ICON Finalists WOW: “We want to be like Zappos and WOW our customers! So…we decided to write hand written thank you notes to new and repeat customers…” - Chris Brisson Call Loop @scottmartineau
  17. 17. The Ultimate Event for Small Business Success. How SB ICON Finalists WOW: @scottmartineau
  18. 18. The Ultimate Event for Small Business Success. How To Create The Monopoly 1. Culture of WOW 2. New Customer WOW 3. Ongoing WOW 4. Satisfaction Survey @scottmartineau
  19. 19. The Ultimate Event for Small Business Success. 1. Create a culture of WOW! @scottmartineau
  20. 20. The Ultimate Event for Small Business Success. Are You Creating a Culture of WOW? • Train it. Teach it. Talk about it. (Intend to WOW!) • Hire people who love to serve • Fire poisonous employees • Incentivize it • Empower Employees to WOW @scottmartineau
  21. 21. The Ultimate Event for Small Business Success. Activity: Plan Your Culture of WOW @scottmartineau
  22. 22. The Ultimate Event for Small Business Success. 2. Welcome New Customers with A Splash! • Send a welcome giftSend a welcome gift • Send a series of timed warm follow ups.Send a series of timed warm follow ups. • Do little things people don’t expect.Do little things people don’t expect. • Add a personal touch.Add a personal touch. • Be present in case they need anything.Be present in case they need anything. @scottmartineau
  23. 23. The Ultimate Event for Small Business Success.@scottmartineau Gift ideas:
  24. 24. The Ultimate Event for Small Business Success.@scottmartineau
  25. 25. The Ultimate Event for Small Business Success. Fulfillment ideas: @scottmartineau
  26. 26. The Ultimate Event for Small Business Success. Fulfillment ideas: @scottmartineau
  27. 27. The Ultimate Event for Small Business Success. Activity: Plan Your Welcome WOW @scottmartineau
  28. 28. The Ultimate Event for Small Business Success. 3. Implement a system for ongoing Wow. @scottmartineau
  29. 29. The Ultimate Event for Small Business Success. 3. Implement a system for ongoing Wow. @scottmartineau
  30. 30. The Ultimate Event for Small Business Success. Activity: Plan Your Ongoing WOW @scottmartineau
  31. 31. The Ultimate Event for Small Business Success. 4. Periodic Survey: How well are we doing? @scottmartineau
  32. 32. The Ultimate Event for Small Business Success. 4. Find out how well you’re doing @scottmartineau NPS
  33. 33. The Ultimate Event for Small Business Success.@scottmartineau 4. Find out how well you’re doing
  34. 34. The Ultimate Event for Small Business Success. Activity: Plan Your Survey @scottmartineau
  35. 35. The Ultimate Event for Small Business Success. Earn The Monopoly With WOW @scottmartineau
  36. 36. The Ultimate Event for Small Business Success. How To Create The Monopoly 1. Culture of WOW 2. New Customer WOW 3. Ongoing WOW 4. Satisfaction Survey @scottmartineau
  37. 37. The Ultimate Event for Small Business Success. Q&A Scott Martineau Co-Founder, Infusionsoft @scottmartineau @scottmartineau

×