Find out the best practices to create a successful customer experience in order to minimize churn and boost your retention rate.

1. How to Build a Successful
Customer Experience
August Meetup

2. 20K members
7 years
The VBOUT
Community

3. • 5.00 - 5.15: General intro
Agenda
• 5.15 - 5.50: How to Build a Successful Customer Experience
• 5.50 – 6:10 : VBOUT’s resources and QA

4. The VBOUT stack
 Marketing automation stack
 Simple interface
 Great price
 Premium support

5. The VBOUT stack
10+ core tools working together
01. Landing pages
02. Forms
03. Popups and site
messages
04. Lead tracking
05. Automation sequences
06. Email campaigns
07. Social media
listening
08. Social publishing
09. Retargeting
10. Analytics
11. Pipeline management
12. Calendar booking
Integrates well

6. Full Product Video Tour
Visual automation builder

7. Full Product Video Tour
Lead data platform
Owning
First
Party
Cookie

8. Underkills Overkills
Price
Current landscape

9. How to Build a
Successful
Customer
Experience
(Marketing, Onboarding, Post-Onboarding and Retention)
August Meetup

10. Outline
1. How to Build your Customer Experience Strategy
Identify the 4 steps of your buyer’s journey
2. Onboarding
The best onboarding practices
How to personalize your customer support
3. Post-Onboarding and Retention
How to deal with churn
Determining your customer success metrics

11. Why businesses invest in customer
experience?
Source: SuperOffice
42%
33%
32% To improve
cross selling
and upselling
To improve
customer
satisfaction
To improve
customer retention

12. How to Build your
Customer Experience
Strategy

13. Identify the 4 steps of your buyer’s
journey
1. Problem Aware
2. Solution Aware
3. Product Aware
4. Most Aware
Exploring the pain
Looking for solution to the
pain
Comparing products and
services
Negotiating pricing and terms
Breakthrough Advertising by Eugene Shwartz
Social media, website, community
Forms, surveys, emails
Signup, demo, talk to sales
Contracts, onboarding, reviews

14. Onboarding

15. 1. Customize the experience
• Personalize the onboarding process
• Channel concerns and set expectations

16. 2. Onboard your employees
• Train your team well on the process
• Provide full visibility on the impact of
the process

17. 3. Collect data
• Learn your customer needs at a deeper level
• Observe patterns during onboarding, like
sessions, logins, upgrade, downgrade, ticket
frequencies, etc…

18. 4. Strengthen the relationship
• Activate your email automation
• Connect with them on social and engage with their
content
• Harvest and grow your community

19. 5. Follow up after onboarding is done
• Make yourself available to them
• Install a live chat option on client
portal
• Follow-up monthly

20. 6. Offer add-ons and upgrades
• Cross-sell but do not oversell
• Offer discounts on upgrades
• Make freebies available for clients

21. 7. Make your onboarding accessible and
repeatable
• Record the onboarding process
and make it available
• Use webinars on demand
• Provide more resources and grow
your content library

22. Personalizing
Customer Support

23. 1. Start with a great welcome series

24. 2. Enrich your support channel with customer
details

25. 3. Ask for reviews

26. Post-onboarding and
retention

27. Churned customers
Source: Forrester
How to deal with
churned customers and
why does churn
matter?

28. 1. Find out why churn occurs
2. Identify who’s at risk
3. Always improve your services
4. Turn complaint to compliments
5. Offer long term contracts
Churned customers
Source: Forum Corporations Search

29. Customer success
metrics

30. 1. Average lifetime value

31. 2. Net promoter score

32. 3. Customer satisfaction (CSAT)

33. 4. Customer effort score (CES)

34. 5. Churn rate

35. 6. Retention

36. VBOUT’s
Onboarding
Resources

37. VBOUT’s training on Demio
VBOUT’s professional onboarding overview
VBOUT’s help section
7 KPIs to measure your agency success
Best Practices for Onboarding new
employees
VBOUT’s Onboarding Resources

38. Attendees Intros
August Meetup

39. Thank you!