You only know what you know. It’s no secret that customer retention is one of the most important factors when running and growing a SaaS business. But what happens when you’re failing your customers and you don’t even know it? In this session we will reveal 5 ways you’re probably failing your customers and how embracing humility will help you overcome them. From marketing to customer success, we will dive into some fail proof tactics that are guaranteed to help you decrease churn while also increasing your product engagement.
Meeting and event planners are the movie producers of the corporate world. What you do has the power to educate, empower and inspire people. Your work isn’t just a line item, it’s essential to helping your company achieve its organizational objectives. In this session, you’ll learn about the newest technology, team-building, meeting design and food and beverage trends.
Learner objectives:
1. Understand the essential steps required for any successful meeting.
2. Discover tech tools that expedite the planning process.
3. Learn how new trends in meeting design, technology, team-building and F&B can be incorporated into meetings & events.
Have questions about this presentation? We'll be moderating a LIVE Q&A on Twitter on May 5, 2015 at 1pm CT/2pm ET. Tweet questions to @PYMLive and tag with #IAAPAPW.
This presentation was created as a gift to the members of IAAP in honor of Administrative Professionals Week. For more on-demand learning, or to find in-depth sessions mentioned in this presentation, visit http://iaap-hq.org.
For more articles on how to plan meetings and events, visit http://planyourmeetings.com - where subscriptions and great ideas are free.
Después de haber asistido al GWC15 en Barcelona, es necesario compartir un resumen del gran aprendizaje expuesto por los conferencistas, emprendedores, empresas del área, etc.
Evolution from Digital Marketer to a Growth Hacker - An Entrepreneur GuideGokul Alex
My Session on #DigitalMarketing #GrowthHacking #BrandLoyalty #ContentHacking #StartUpMetrics #AARRR #MarketingAutomation at Kerala Entrepreneurship Summit 2018 #KEYSummit2018 in Trivandrum.
Social Media Week: Towards Social AwesomenessYoung & Rubicam
Y&R Chicago Social/Digital Planning Director Greg Getner's "Social Awesomeness" presentation from Social Media Week looks at various brands-states in the social space.
Smart Retail Concepts using Artificial IntelligenceGokul Alex
My session on #SmartRetail presented in #MOBConf #DevCon2018 at Meetup Cafe in Kerala Startup Mission #KSUM. This presentation delves deeper into the convergence of Artificial Intelligence, Retail Value Chain and Digital Economy.
Meeting and event planners are the movie producers of the corporate world. What you do has the power to educate, empower and inspire people. Your work isn’t just a line item, it’s essential to helping your company achieve its organizational objectives. In this session, you’ll learn about the newest technology, team-building, meeting design and food and beverage trends.
Learner objectives:
1. Understand the essential steps required for any successful meeting.
2. Discover tech tools that expedite the planning process.
3. Learn how new trends in meeting design, technology, team-building and F&B can be incorporated into meetings & events.
Have questions about this presentation? We'll be moderating a LIVE Q&A on Twitter on May 5, 2015 at 1pm CT/2pm ET. Tweet questions to @PYMLive and tag with #IAAPAPW.
This presentation was created as a gift to the members of IAAP in honor of Administrative Professionals Week. For more on-demand learning, or to find in-depth sessions mentioned in this presentation, visit http://iaap-hq.org.
For more articles on how to plan meetings and events, visit http://planyourmeetings.com - where subscriptions and great ideas are free.
Después de haber asistido al GWC15 en Barcelona, es necesario compartir un resumen del gran aprendizaje expuesto por los conferencistas, emprendedores, empresas del área, etc.
Evolution from Digital Marketer to a Growth Hacker - An Entrepreneur GuideGokul Alex
My Session on #DigitalMarketing #GrowthHacking #BrandLoyalty #ContentHacking #StartUpMetrics #AARRR #MarketingAutomation at Kerala Entrepreneurship Summit 2018 #KEYSummit2018 in Trivandrum.
Social Media Week: Towards Social AwesomenessYoung & Rubicam
Y&R Chicago Social/Digital Planning Director Greg Getner's "Social Awesomeness" presentation from Social Media Week looks at various brands-states in the social space.
Smart Retail Concepts using Artificial IntelligenceGokul Alex
My session on #SmartRetail presented in #MOBConf #DevCon2018 at Meetup Cafe in Kerala Startup Mission #KSUM. This presentation delves deeper into the convergence of Artificial Intelligence, Retail Value Chain and Digital Economy.
Running a small web design and technology studio continues to teach us many things. Be it pricing projects, communication and collaboration, encouraging our remote team, and hiring employees, we've learned very much. And we're still figuring things out, too. Here we share our stories, failures, and successes.
A well-informed C-Suite is the most critical part of an effective cyber risk management program. This presentation provides the essential knowledge every executive must possess about cybersecurity to be effective when discussing the topic.
Most developers are familiar with the basics of AI: how do you make a computer, an algorithm, a system learn something? What most don't realize though is that the same principles are applied to people.
This talk looks at the theory behind how people learn, and maps it to real life examples of how specifically developers learn.
Digital Marketing Syllabus - Advanced Digital Marketing Course [PDF]Vikram C L
DIGITAL MARKETING SYLLABUS:
Digital Marketing Syllabus of our Advanced Digital Marketing Management Course with 30 Modules will give you complete picture on what digital marketing skills you can acquire at the end of the course.
Our classroom coaching program includes 3 main modules which will cover the entire digital marketing concepts with advanced topics which are included in the below digital marketing syllabus.
Know More @
https://digitalprajna.com/digital-marketing-syllabus
Presentation by Martina F. Ferracane at European Business Summit (May 2015).
Video version available at this link: https://youtu.be/hrRHBCLcgqU - It shows also the videos presented in the PPT!
Un-artificial Intelligence: How People Learn (Melinda Seckington)Future Insights
Taken from Future of Web Design, London 2015 Conference.
http://futureofwebdesign.com/london-2015
HAL, Skynet, KITT...we’ve always been intrigued by artificial intelligence, but have you ever stopped to considered the un-artificial? Most developers are familiar with the basics of AI: How do you make a computer, an algorithm, a system learn something? How do you model real world problems in such a way that an artificial mind can process them? What most don't realize though is that the same principles can be applied to people. This talk looks at some of the theories behind how machines learn versus how people learn, and maps it to real life examples of how specifically our users learn their way around interfaces and how designers and developers apply learning methodologies in their day-to-day actions.
4 reasons that you cannot engage your team after electionFlora Liu
After election there are always some of the EB or LCP candidates start to disengaged . How can we create an environment to support them passing this tough time ?
KAMPANYE PEMASARAN & STRATEGIC MARKETING PUBLIC RELATIONSMagdarianaAmelinda
Materi Mata Kuliah Kampanye Pemasaran & Strategic Marketing Public Relations yang berisi pembeljaran mengenai Incentives for change, Conditional Cash Transfers (CCT), Price and preventive services, Further pricing considerations, Promotion, The 5 Percent Solution & Mass Media Campaign.
This is a proposal Donald Lamonaca and I presented to the executives of Legends at One World Observatory regarding improving the operations of the company.
Running a small web design and technology studio continues to teach us many things. Be it pricing projects, communication and collaboration, encouraging our remote team, and hiring employees, we've learned very much. And we're still figuring things out, too. Here we share our stories, failures, and successes.
A well-informed C-Suite is the most critical part of an effective cyber risk management program. This presentation provides the essential knowledge every executive must possess about cybersecurity to be effective when discussing the topic.
Most developers are familiar with the basics of AI: how do you make a computer, an algorithm, a system learn something? What most don't realize though is that the same principles are applied to people.
This talk looks at the theory behind how people learn, and maps it to real life examples of how specifically developers learn.
Digital Marketing Syllabus - Advanced Digital Marketing Course [PDF]Vikram C L
DIGITAL MARKETING SYLLABUS:
Digital Marketing Syllabus of our Advanced Digital Marketing Management Course with 30 Modules will give you complete picture on what digital marketing skills you can acquire at the end of the course.
Our classroom coaching program includes 3 main modules which will cover the entire digital marketing concepts with advanced topics which are included in the below digital marketing syllabus.
Know More @
https://digitalprajna.com/digital-marketing-syllabus
Presentation by Martina F. Ferracane at European Business Summit (May 2015).
Video version available at this link: https://youtu.be/hrRHBCLcgqU - It shows also the videos presented in the PPT!
Un-artificial Intelligence: How People Learn (Melinda Seckington)Future Insights
Taken from Future of Web Design, London 2015 Conference.
http://futureofwebdesign.com/london-2015
HAL, Skynet, KITT...we’ve always been intrigued by artificial intelligence, but have you ever stopped to considered the un-artificial? Most developers are familiar with the basics of AI: How do you make a computer, an algorithm, a system learn something? How do you model real world problems in such a way that an artificial mind can process them? What most don't realize though is that the same principles can be applied to people. This talk looks at some of the theories behind how machines learn versus how people learn, and maps it to real life examples of how specifically our users learn their way around interfaces and how designers and developers apply learning methodologies in their day-to-day actions.
4 reasons that you cannot engage your team after electionFlora Liu
After election there are always some of the EB or LCP candidates start to disengaged . How can we create an environment to support them passing this tough time ?
KAMPANYE PEMASARAN & STRATEGIC MARKETING PUBLIC RELATIONSMagdarianaAmelinda
Materi Mata Kuliah Kampanye Pemasaran & Strategic Marketing Public Relations yang berisi pembeljaran mengenai Incentives for change, Conditional Cash Transfers (CCT), Price and preventive services, Further pricing considerations, Promotion, The 5 Percent Solution & Mass Media Campaign.
This is a proposal Donald Lamonaca and I presented to the executives of Legends at One World Observatory regarding improving the operations of the company.
Before You Test Your System, Test Your AssumptionsTechWell
Do you find yourself discussing with your peers what you think the system you’re building should do? Do you argue over what the users want? Do discussions wind up in a heated debate? This result indicates that no shared understanding exists about the system. With a lack of shared understanding, it’s easy to fall into the trap of making assumptions about system functionality, who the users will be, and how to build the system. These assumptions introduce errors into the requirements and design—long before a single line of code is written. Creating a shared understanding among stakeholders, users, and teams reduces the chances of not building the right thing—as well as not building the thing right. Aaron Sanders describes the techniques of experimental design, story mapping, user research, prototyping, and user acceptance testing that he’s used to help teams build a shared understanding. Learn to test your assumptions as rigorously as you test the system itself.
In an increasingly virtualized world, many data points suggest that organizations are not only in need of skills training but also relational collaboration. What can we do about it? How can we create continuing change and growth in the workplace — the kind that translates to bottom-line impact? New York Times best-selling author Keith Ferrazzi has met with more than 50 chief learning officers and heads of HR who have offered insight and advice for bringing innovation to life. In this keynote, Ferrazzi will explore:
• Formalizing informal learning by creating and managing an environment rich with peer-to-peer learning opportunities.
• Examples of virtual and technology-enabled learning that succeed in engaging learners and fostering collaboration.
• New methods of segmentation and the implications for resource allocation.
• Measurement and systems to support the new learning model.
Keith Ferrazzi, Chief Executive Officer, Ferrazzi Greenlight
Customers demand individualized and engaging experiences. So when you understand your customer’s journey and take a customer-first approach to marketing, it’s a win-win. This interactive session will give you an in-depth view into the world of CX, as well as simple strategies to get started in building a CX program and becoming your customer’s advocate.
Covering top English Resume tips, mistakes, recommended resources.
Underemployment is a problem. A brilliant resume is a solution. Long gone is spending hours in the career center. Long gone are the days of amassing levels of debt which financially cripple graduates for decades.
We’ve been proud to work hand-in-hand with students to reinvent what it means to create a resume. Together we’re helping students in ways we never thought possible.
One well-considered resume can take the place of many poorly made ones. We think the traditional resume creation process is flawed and that it is possible to create higher quality resumes by rethinking traditional cycles of education, creation, and distribution.
Instilling a can-do attitude and spirit of innovation isn’t just good for business, it’s good for morale, employee retention and acquisition, and customer happiness. In this presentation, we’ll take a look at the elements of intrapreneurship and how they can be applied to business large and small.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
Digital Money Maker Club – von Gunnar Kessler digital.focsh890
Title One is a comprehensive examination of the impact of digital technologies on
modern society. In a world where technology continues to advance rapidly, this article delves into the nuances and complexities of the digital age, exploring Its implications across various sectors and aspects of life.
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
Digital marketing is the art and science of promoting products or services using digital channels to reach and engage with potential customers. It encompasses a wide range of online tactics and strategies aimed at increasing brand visibility, driving website traffic, generating leads, and ultimately, converting those leads into customers.
https://nidmindia.com/
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...
Embracing Humility: 5 ways you’re probably failing your customers, and what you can do about it.
1. 1
H U M I L T Y
E M B R A C I N G
5 W A Y S Y O U A R E P R O B A B L Y F A I L I N G Y O U R
C U S T O M E R S A N D W H A T Y O U S H O U L D D O A B O U T I T
T A R A R O B E R T S O N
@ t a r a e r o b e r t s o n
2. 2
And a whole lot more...
TARA ROBERTSON
GROWTH & INBOUND CONSULTANT
3. 3
“I am the wisest man
alive, for I know one
thing, and that is that I
know nothing.”
- S o c r a t e s
10. 10
QUALITATIVE ANALYSIS
S T A R T I N G Y O U R C O H O R T A N A L Y S I S
S U R V E Y Y O U R C U S T O M E R S : A S K & I N C E N T I V I Z E
S TA R T W I T H 3 C O H O R T S ( H E A LT H Y, U N H E A LT H Y, & C H U R N E D )
bit.ly/top-questions
11. 11
HEALTHY COHORT
W H A T T O A S K Y O U R
W H AT W A S T H E M A I N R E A S O N Y O U U P G R A D E D Y O U R A C C O U N T ?
L I S T 3 T H I N G S T H AT A L M O S T S T O P P E D Y O U F R O M U P G R A D I N G .
I F Y O U C O U L D N O L O N G E R U S E [ P R O D U C T ] W H AT W O U L D Y O U M I S S M O S T ?
I F Y O U H A D A M A G I C W A N D , W H AT W O U L D Y O U C H A N G E A B O U T [ P R O D U C T ] ?
H O W W O U L D Y O U F E E L I F Y O U C O U L D N O L O N G E R U S E [ P R O D U C T ] ?
12. 12
UNHEALTHY COHORT
W H A T T O A S K Y O U R
W H AT W A S T H E M A I N R E A S O N Y O U S TA R T E D U S I N G [ P R O D U C T ] ?
W H AT ’ S T H E O N E T H I N G T H AT ’ S M I S S I N G I N [ P R O D U C T ] ?
W H AT ' S O N E F E AT U R E T H AT W O U L D M A K E O U R P R O D U C T I N D I S P E N S A B L E ?
W H AT W O U L D P E R S U A D E Y O U T O U S E U S M O R E O F T E N ?
13. 13
CHURNED COHORT
W H A T T O A S K Y O U R
WHAT IS THE MAIN REASON WHY YOU'RE CANCELING YOUR ACCOUNT?
W H AT W A S T H E M A I N R E A S O N Y O U S TA R T E D U S I N G [ P R O D U C T ] ?
I F Y O U C O U L D C H A N G E J U S T O N E T H I N G I N [ N A M E ] , W H AT W O U L D I T B E ?
I F Y O U H A D A M A G I C W A N D , W H AT W O U L D Y O U C H A N G E A B O U T [ P R O D U C T ] ?
W H AT C O U L D W E C H A N G E T O M A K E Y O U W A N T T O C O N T I N U E U S I N G U S ?
14. 14
QUALITATIVE ANALYSIS
S T A R T I N G Y O U R C O H O R T A N A L Y S I S
bit.ly/survey-analysisbit.ly/survey-calculator
15. 15
QUANTITATIVE ANALYSIS
S T A R T I N G Y O U R C O H O R T A N A L Y S I S
A N A LY T I C S
S A L E S A N D M A R K E T I N G P L AT F O R M S
C U S T O M E R S U C C E S S P L AT F O R M
17. 17
FIND FINITE DETAILS
S E T A G O A L T O S T U D Y S O T H A T Y O U C A N
W H AT T O O L S
D O T H E Y U S E ?
H O W M A N Y U S E R S
D O T H E Y H AV E ?
H O W O F T E N T O T H E Y
S P E A K W I T H S U P P O R T ?
18. 18
DATA NIRVANA
H o w t o p r i o r i t i z e b a s e d o n y o u r f i n a l f i n d i n g s a n d w h a t t o a c t u a l l y d o a b o u t i t …
P R I O R I T I Z E Y O U R T O P 3
O P P O R T U N I T I E S
S E T A S I D E ~ 1 W E E K P E R
Q U A R T E R T O R E F I N E
A LW AY S B E L E A R N I N G
& P I V O T I N G
21. 21
ONE GOAL - GET THEM TO THE AHA MOMENT
E V E R Y T H I N G E L S E
UPGRADE - FEATURES - REFERRALS
21 A H A M O M E N T
22. 22
THE RULE OF ONE
ONE
READER
ONE
OFFER
ONE
BIG IDEA
ONE
PROMISE
23. 23
Segment your readers based on their stage of
awareness and how intent they are to purchase.
Segment based on user:
• Role
• Opportunity
• Plan Type
ONE READER
24. 24
What’s your most powerful benefit?
What makes your users say AHA!
Never change the big idea.
Make it sticky.
Make it emotional.
Carry this throughout your entire
Onboarding until they reach the AHA
moment. Only then can you shift gears.
ONE BIG IDEA
25. 25
Everything builds up to this and how
you will clearly explain what you are
offering.
THINK VALUE = AHA
Note: This is not an incentive it’s happiness
inducing.
ONE OFFER
26. 26
Goal is to take away ANY hesitation and
amplify your offer with a promise.
Make it believable.
Make it measurable.
Let your user overcome risk and anxiety.
Examples:
Money back guarantee
User groups
Dedicated support / success
ONE PROMISE
27. 27
HOW TO IMPLEMENT THE RULE OF ONE
M a k e a m a s s i v e I m p a c t
B u i l d O n b o a r d i n g f o r a s m a n y c o h o r t s y o u n e e d . E a c h o f t h e m w i l l b e a u n i q u e r e a d e r, w i t h a u n i q u e
n e e d a n d l o o k i n g t o y o u r p r o d u c t f o r a u n i q u e p r o m i s e .
R E V I E W C U R R E N T
S T R U C T U R E
M O D I F Y T O F O L L O W
T H E R U L E O F O N E
C R E AT E N E W S T R E A M S
F O R A O N E T O O N E
U S E R E X P E R I E N C E
33. 33
I D E N T I F Y
E N G A G E
E X P A N D
A D V O C A T E
Owner: Marketing
Lead Scoring
• Predictive + Traditional
• Create a [PRODUCT] score
• Triage CS agents based on opportunity
type
Retention Optimization
T h e R e v e r s e F u n n e l F o c u s e s o nSupport
}
}
}
Support Loyalty Advocacy
Owner: Marketing & Customer Success
Persona Based Workflows
• Automate Educational Content
• Tag support requests to enroll
• Create tracking URL’s to determine
which content is digested most for
product engagement
• Set up sales sequences to notify sales
• Test and Iterate constantly
Owner: Sales & Customer Success
Review Client Portfolios Monthly
• Farm don’t Hunt
• Set up sales & CS sequences to trigger
opportunities when they arise
• Use an always-on approach to success
• Set up monthly goal setting calls with all
parties involved (if pricing model allows
for this)
• Recommend the best plan clearly and
don’t push, just educate
Owner: Marketing
Where to Look
• Social Media
• Reviews
• Advocacy Programs
Where to see opportunities for Growth:
• Look into options for Gamification
• Incentivize for referrals
• Engagement is key (and critically
important)
• Consider a marketing advocate manager
34. 34
NEXT STEPS FOR RETENTION OPTIMIZATION
R e t e n t i o n O p t i m i z a t i o n s h o u l d b e j u s t a s ( i f n o t m o r e ) i m p o r t a n t t h a n c o n v e r s i o n r a t e o p t i m i z a t i o n . M a k e
s u r e y o u h a v e t h e t e a m s i n p l a c e t o f o c u s o n s u c c e s s t h r o u g h e d u c a t i o n .
R E V I E W Y O U R C U R R E N T
R E T E N T I O N T E A M
R E V I E W M A R K E T I N G & S A L E S
‘ P O S T- S A L E ’ F U N N E L S
I M P L E M E N T AT L E A S T 1 N E W
R E T E N T I O N C A M PA I G N A N D
I T E R AT E F R O M T H E R E !
36. 36
“It’s a mistake to think
that your SaaS customers
are in it only for the
software. They’re in it for
the experience, too.””
- K i s s m e t r i c s
37. 37
BEHIND A BAD
CUSTOMER EXPERIENCE
T H E N U M B E R S
9
9 out of 10 customers have
abandoned a business because
of a poor experience.
(Oracle).
OUT OF 10
86%
In the same study, 86% of customers
were willing to pay more for a better
customer experience.
(Oracle)
PAY MORE
89%
Accenture found that customers get
frustrated because they need to
repeat their issues to multiple
representatives.
FRUSTRATED
3%
67% of customers mention bad
experiences as a reason for churn,
but only 1 out of 26 unhappy
customers complain.
COMPLAIN
39. 39
C U S T O M E R S D E S I R E
( I M M E D I AT E ) S U C C E S S
U N AT T E N D E D
C U S T O M E R S W I L L C H U R N
C U S T O M E R S S H O U L D
( N O T ) B E T R E AT E D E Q U A L
S U C C E S S ( D O E S N O T )
E Q U A L ( S ) H A P P I N E S S
C U S T O M E R S N E E D G U I D A N C E
( O R ) S H O U L D G U I D E
R E L AT I O N S H I P S A R E
( N O T ) E N O U G H
40. 40
GET A CUSTOMER PULSE
C u s t o m e r s R e q u i r e H u m i l i t y
Yo u s h o u l d n e v e r b e t o o b u s y t o s p e a k t o y o u r c u s t o m e r s . Tr y t h e s e 3 t h i n g s o u t w e e k l y ( o r a t l e a s t
m o n t h l y ) t o s t a y h u m b l e t o y o u r b u s i n e s s a n d y o u r p r o d u c t .
S P E N D 1 H O U R A W E E K
S P E A K I N G T O C U S T O M E R S
T R I A G E A N D A N S W E R
S U P P O R T T I C K E T S
S O LV E R O U T I N E R E Q U E S T S
W I T H N E W C O N T E N T
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6 PILLARS OF FEEDBACK
I m p l e m e n t i n g t h e
F E E D B A C K
Run monthly or quarterly surveys
Always include an NPS score and ask
open ended questions.
S U R V E Y S
Interview 5-10 customers per cohort
each quarter. Share recordings &
findings with your team.
I N T E R V I E W S
Run routine testing to truly empathize
with customers.Tests can be specific,
broad, or based on funnel completion.
U S A B I I LT Y T E S T I N G
Add comment boxes into your product
to ask for ongoing feedback.
C O M M E N T B O X E S
Always include an option for feedback
in newsletters or any company
announcements via email.
E M A I L
Simply asking for feedback makes a
huge difference. If someone
downgrades, ask them why!
O N G O I N G C O M M U N I C AT I O N
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CUSTOMER FEEDBACK NEXT STEPS
D o n ’ t j u s t a s k , a c t o n w h a t y o u r e c e i v e . Tr y t h e s e 3 s t e p s f o r y o u r o r g a n i z a t i o n :
O R G A N I Z E A L L F E E D B A C K
I N T O O N E L O C AT I O N
S E T A S I D E P R O D U C T T I M E
& F I X W H AT ’ S B R O K E N
C R E AT E A N O N G O I N G C H A N N E L
F O R F E E D B A C K
49. 49
HUMILITY
E M B R A C I N G
STEP ONE
You only know what you
know. Learn more about
your customers so that you
can continuously solve for
their unique needs.
STEP TWO
Test a new sequence in your
Onboarding to talk less
about you and more about
your customers by using the
Rule of One.
STEP THREE
Stop focusing so much on
CRO and start focusing
more on Retention
Optimization. Invest in
success marketing!
STEP FOUR
Spend more time with your
customers. You’re never too
busy to jump on the phone
or answer support tickets
and empathize.
STEP FIVE
Ask for feedback on an
ongoing basis. Embrace the
6 pillars and take the time to
fix ongoing issues that are
tracked.
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QUESTIONS?
h i @ t a r a r o b e r t s o n . m e t a r a e r o b e r t s o n t a r a r o b e r t s o n . m e