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Driving Great Customer Experiences in the SaaS ecosystem

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Keynote presented by Kerry Bodine, Co-Author of Outside In, at the 2014 Customer Success Summit.

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Driving Great Customer Experiences in the SaaS ecosystem

  1. 1. Driving Great Customer Experiences In The SaaS Ecosystem @kerrybodine kerrybodine.com March 19, 2014
  2. 2. From reactive to proactive customer experiences…
  3. 3. Source:  IDEO   “the ability to understand and share the feelings of another”
  4. 4. Source:  IDEO  
  5. 5. Source:  IDEO  
  6. 6. Source:  IDEO  
  7. 7. Source:  IDEO  
  8. 8. @kerrybodine  
  9. 9. Source:  rose5a.com  /  adamhcohen.com  
  10. 10. Source:  rose5a.com  /  adamhcohen.com  
  11. 11. @kerrybodine   awareness consideration conversion loyalty advocacy
  12. 12. Sorry. That’s not going to cut it. @kerrybodine  
  13. 13. Source:  Intuit  
  14. 14. Source:  Intuit  
  15. 15. Source:  Intuit  
  16. 16. Source:  Adap>ve  Path  
  17. 17. Source:  Bridgeable  
  18. 18. Source:  Bridgeable  
  19. 19. Source:  Bridgeable  
  20. 20. Source:  Bridgeable  
  21. 21. Source:  Bridgeable  
  22. 22. Source:  Bridgeable  
  23. 23. Source:  Bridgeable  
  24. 24. Source:  Bridgeable  
  25. 25. Source:  Bridgeable   line  of  visibility  
  26. 26. Source:  Bridgeable  
  27. 27. Source:  Bridgeable  
  28. 28. Source:  Bridgeable  
  29. 29. Source: Bridgeable
  30. 30. Source: Bridgeable
  31. 31. Some SaaS company.
  32. 32. Some SaaS company. Yours?
  33. 33. @kerrybodine marketing customer success boss sales rep waits training admin web designer trainer receives follow up phone call receives email about training hesitantly uses software is told he needs to use new software web developer marketing templates x email attends training x product manager gets login info logs in and looks around gets confused & vents co-worker legal
  34. 34. WHY should you proactively design your SaaS ecosystem?
  35. 35. People’s expectations are increasing every day.
  36. 36. Hands   Head   Heart  
  37. 37. Customer experience will help you thrive.
  38. 38. Source:  American  Customer  Sa>sfac>on  Index  
  39. 39. Source:  American  Customer  Sa>sfac>on  Index  
  40. 40. Source:  IDEO  
  41. 41. Source:  Design  Management  Ins>tute  
  42. 42. 81% of consumers are willing to pay more for a better customer experience. Source:  Oracle  
  43. 43. 81% of consumers are willing to pay more for a better customer experience. 70% have stopped buying goods or services from a company after experiencing poor customer service. Source:  Oracle  
  44. 44. 81% of consumers are willing to pay more for a better customer experience. 70% have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a company’s competitors after experiencing poor customer service. Source:  Oracle  
  45. 45. #1: USAA
  46. 46. #1: USAA
  47. 47. 15% year-over-year increase in completed auto loans Source:  Forrester  Research  
  48. 48. 98% customer retention Source:  Forrester  Research  
  49. 49. HOW can you proactively design the SaaS ecosystem?
  50. 50. Number 1: Develop deep empathy. @kerrybodine  
  51. 51. Number 2: Map your customers’ journeys and map your ecosystem. @kerrybodine  
  52. 52. Source:  delightability.com  
  53. 53. Source:  planet.globalservicejam.org  
  54. 54. Number 3: Bring your customers into the design process. @kerrybodine  
  55. 55. Source:  IDEO  
  56. 56. Thank you! @kerrybodine kerrybodine.com

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