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.
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BUILDING A CUSTOMER-CENTRIC BUSINESS OUT OF THE GATE
- 1. Produced by Building a Customer-Centric Business Out of the Gate
- 3. THAT’S ME
- 5. THAT’S ME (I loved polos) (I taught kids)
- 18. me carter
- 19. me carter what I want to say what carter understand s
- 20. me carter what I want to say what I actually say what carter hears what carter understand s personal filter
- 26. what does this have to do with customers?
- 30. you have to find your customer’s voice
- 37. how do you make sure you’re listening to the right customers?
- 42. NPS surveys have become our strongest tool for finding our customer’s voice
- 43. NPS surveys have become our strongest tool for finding our customer’s voice (we do other stuff too)
- 45. gather feedback from all customers at all stages of your lifecycle
- 47. you have to socialize your customer’s voice
- 48. dashboards churn committee customer interviews case studies train through CS
- 53. hands up
- 54. how many of you already know this?
- 55. if you collect customer feedback but don’t plan with it
- 57. you have to act on your customer’s voice
- 60. establish a customer advocacy group
- 61. establish a customer advocacy group empower them to bring your customer’s voice to the table
- 62. establish a customer advocacy group empower them to bring your customer’s voice to the table(at all stages of planning)
- 65. decide who owns the voice of your customers
- 66. decide who owns the voice of your customers find it
- 67. decide who owns the voice of your customers find it socialize it
- 68. decide who owns the voice of your customers find it socialize it act on it
- 69. What the customer needed How the customer explained it How CS understood it What your product team built
- 71. Ryan Engley Director of Customer Success Unbounce ryan@unbounce.com Thanks!
Editor's Notes
- This allows us to sort survey results based on almost all usage data we have. We can correlate NPS scores and feedback to feature adoption, plan, customer type etc.
- In a dream world, every person in your company would know exactly how your customers feel, what they want/need, and how their own roles impact the customer
- Dashboards Product feedback Churn committee Customer interviews Tying each employees role back to the customer Customer focused questions in 15Five Onboarding through CS
- Dashboards Product feedback Churn committee Customer interviews Tying each employees role back to the customer Customer focused questions in 15Five Onboarding through CS
- Dashboards Product feedback Churn committee Customer interviews Tying each employees role back to the customer Customer focused questions in 15Five Onboarding through CS
- Impact slide - example 1