Harris Clarke, COO @ GUIDEcx Kimberley Francis, Training Guide @ GUIDEcx Learn how proper metrics can quickly identify your low-performing onboarding managers and allow you to provide immediate feedback. Harris and Kimberley will show you the custom templates they use and to help elevate the weakest onboarding managers to rockstar status.

1. Kimberley Francis
Training Guide
GUIDEcx
@KimberleyAFran
10X Customer Trust – How to Identify
and Deliver on Customer Needs
Harris Clarke
Chief Operating Officer
GUIDEcx
@HarrisTClarke
1

2. 2
By the end of our time you’ll know:
What you can start measuring and
communicating today to increase
Takeaways

3. First, be human.
Don’t let “B2B” make you forget that
you are working with people.
“Today with the rise of the internet/social media/online reviews
companies are disproportionately rewarded when they provide a
great customer experience and absolutely punished when they do
not.”
Ryan Smith, Qualtrics Founder

4. Second, be wise.
Don’t let data become a rocking chair.
Make sure it gets you somewhere.
“The information about the package is just as important as the package
itself.”
Fred Smith, FedEx Founder & Chairman

5. First, be human.
Don’t let “B2B” make you forget that
you are working with people.
“Today with the rise of the internet/social media/online reviews
companies are disproportionately rewarded when they provide a
great customer experience and absolutely punished when they do
not.”
Ryan Smith, Qualtrics Founder

6. Fire Hydrant
or
Water
Fountain?
Do we give humans a
drink from a…

7. 1 = weak 2 = sometimes 3 =
strong
“The fact is that
people are good.
Give people
affection and
security, and they
will…be secure in
their feelings and
their behavior.”
Abraham Maslow

8. “Within the first seven seconds of meeting, people will have a solid impression of who you are
— and some research suggests a tenth of a second is all it takes to start determining traits like
trustworthiness.” – Association for Psychological Science
How do you instill confidence?
Prepare. Send the slides ahead. Send an agenda. Show you know (who, what, where,
when, how and why) and they will know you care.
Don’t accept the convention that trust takes time to build. Believe trust can be earned
upon first interaction.
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9. “The information about the package is just as important as the package itself.”
-Fred Smith, FedEx Founder, 1978
There is a psychological phenomenon known as prospection in which we generate mental
models of possible futures…even down to how we might feel. Our brain centers of fear and
value are elevated during this exercise.
Transparency can act as an antidote to fear and a reinforcement of value.
Review your customer journey and ask: is every interaction designed to be either
an antidote to fear or a reinforcement of value?
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11. Second, be wise.
Don’t let data become a rocking chair.
Make sure it gets you somewhere.
“The information about the package is just as important as the package
itself.”
Fred Smith, FedEx Founder & Chairman

12. Data Insights:
What Should I
Measure?
● How long does a
particular customer
interaction take?
● Who are the outliers on
your team? Why?
● What does it cost you to
implement a new
customer?
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13. *HOW LONG DOES THIS CUSTOMER INTERACTION TAKE?*
How long does the sales cycle take? How about the onboarding?
The Support response time? If you know, are you sharing that
with the customer in a way that provides an antidote to their
anxiety?
Measure the number of days between two key moments. Then
share that data in a thoughtful way.
Pro-Tip: Measure days between contract signature and “Aha Moment”
Caution: Speed does not always equal quality.
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14. *WHO ARE THE OUTLIERS ON YOUR TEAM AND WHY?*
Measure the time it takes each person on each team. Take note of
the outliers and get to the bottom of how and why a team
member is the fastest or slowest.
Pro-Tip: Measure customer satisfaction per team member.
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15. *WHAT DOES IT COST YOU TO COMPLETE THIS STAGE OF THE
CUSTOMER JOURNEY?*
Measure the fully loaded monthly cost of each team member
multiplied by the amount of days it takes to complete each
segment of the customer journey.
Pro-Tip: Incentivize customers to achieve their “aha!” moment in a timely
manner.
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Takeaways
Increase by not only measuring,
but effectively communicating:
How long each segment of the customer journey takes.
Which of your team members goes fastest and why?
What does each segment cost you?
Evaluate on a scale of 1-3 how well your customer
journey meets the hierarchy of

17. www.guidecx.com
Find us at Booth 216
We’d love to meet you!
Kimberley Francis
Training Guide
GUIDEcx
@KimberleyAFran
Harris Clarke
Chief Operating Officer
GUIDEcx
@HarrisTClarke
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