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Produced by
Building a Customer-Centric
Business Out of the Gate
THAT’S
ME
THAT’S
ME
(I taught kids)
THAT’S
ME
(I loved polos)
(I taught kids)
complimentary peanuts
complimentary peanuts
me carter
me carter
what I want
to say
what carter
understand
s
me carter
what I want
to say
what I
actually
say
what carter
hears
what carter
understand
s
personal
filter
more people means
more
miscommunication
what does this have to
do with customers?
you have to
find
your customer’s voice
how do you make sure
you’re listening to
the right customers?
customer
database
survey toolsurvey data
email
automation
NPS surveys
have become our strongest tool
for finding our customer’s voice
NPS surveys
have become our strongest tool
for finding our customer’s voice
(we do other stuff too)
gather feedback from all customers
at
all stages of your lifecycle
you have to
socialize
your customer’s voice
dashboards
churn committee
customer interviews
case studies
train through CS
hands up
how many of you
already know this?
if you collect customer
feedback
but don’t plan with it
you have to
act on
your customer’s voice
establish a customer advocacy
group
establish a customer advocacy
group
empower them to bring your
customer’s voice to the table
establish a customer advocacy
group
empower them to bring your
customer’s voice to the table(at all stages of planning)
decide who owns
the voice of your customers
decide who owns
the voice of your customers
find it
decide who owns
the voice of your customers
find it socialize
it
decide who owns
the voice of your customers
find it socialize
it
act on
it
What the customer
needed
How the customer
explained it
How CS
understood it
What your product
team built
Ryan Engley
Director of Customer Success
Unbounce
ryan@unbounce.com
Thanks!
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
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BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE

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Customer Success Summit 2015 breakout session:
Presented by: Ryan Engley, Director of Customer Success, Unbounce

In order to truly focus on customer success, smart companies need to create a culture of customer centricity from day one. In this session, Ryan Engley will outline how Unbounce made (and keeps!) customers at the heart of each decision they make, and how every employee contributes to customer success.

Published in: Technology
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BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE

  1. 1. Produced by Building a Customer-Centric Business Out of the Gate
  2. 2. THAT’S ME
  3. 3. THAT’S ME (I taught kids)
  4. 4. THAT’S ME (I loved polos) (I taught kids)
  5. 5. complimentary peanuts
  6. 6. complimentary peanuts
  7. 7. me carter
  8. 8. me carter what I want to say what carter understand s
  9. 9. me carter what I want to say what I actually say what carter hears what carter understand s personal filter
  10. 10. more people means more miscommunication
  11. 11. what does this have to do with customers?
  12. 12. you have to find your customer’s voice
  13. 13. how do you make sure you’re listening to the right customers?
  14. 14. customer database survey toolsurvey data email automation
  15. 15. NPS surveys have become our strongest tool for finding our customer’s voice
  16. 16. NPS surveys have become our strongest tool for finding our customer’s voice (we do other stuff too)
  17. 17. gather feedback from all customers at all stages of your lifecycle
  18. 18. you have to socialize your customer’s voice
  19. 19. dashboards churn committee customer interviews case studies train through CS
  20. 20. hands up
  21. 21. how many of you already know this?
  22. 22. if you collect customer feedback but don’t plan with it
  23. 23. you have to act on your customer’s voice
  24. 24. establish a customer advocacy group
  25. 25. establish a customer advocacy group empower them to bring your customer’s voice to the table
  26. 26. establish a customer advocacy group empower them to bring your customer’s voice to the table(at all stages of planning)
  27. 27. decide who owns the voice of your customers
  28. 28. decide who owns the voice of your customers find it
  29. 29. decide who owns the voice of your customers find it socialize it
  30. 30. decide who owns the voice of your customers find it socialize it act on it
  31. 31. What the customer needed How the customer explained it How CS understood it What your product team built
  32. 32. Ryan Engley Director of Customer Success Unbounce ryan@unbounce.com Thanks!

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