the experience matters

The Experience Matters: Creating A+ Customer

Relationships

Today’s Speakers

Ali Carbonel

Online Services Team

Jenny Urbano

Online Services Team

+

Agenda

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Goal

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A+ Customer Relationship

s

Happy Customers

Online Reputation Improves

How to get customers

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How to get customers

Email is:

• Instant• Free to use• Simple to use

Emails: Website

• Incorporate a section to sign up for newsletters

Emails: Postcards

• Incorporate your other sites on the postcard• Make sure your sites contain a “call to action”

or a way for them to give you their information

Advertise Special Events

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• Create an event on your Facebook page

Advertise Special Events

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• Advertise your event on other websites

Networking

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• Connecting with potential customers• Establish professional relationships

Networking

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• Attend a business conference or business event

Share Tips/Ideas Make Contacts

Build Your Network

Networking

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• Participate in the community

Retain Your Customers

Customer Loyalty Programs

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Frequent Buyer

Loyalty Program

Strengthens the Relationship

Decreases likelihood of leaving for competition

Grows DatabaseCollect emails and

phone numbers

Increases MoneyIncentivizes clients to

spend more

Importance

4 Steps to Success: Designing

your program

Select Benefit

Design Card

Online Campaign

Create form

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Select Your benefit

Complimentary Services

Percentages/Dollars Off

Gift Cards

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Design Your Card

Jerome’s Fancy Flowers: VIP ProgramBuy 5 bouquets and receive one for free!

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Create Your Form

Jerome’s Fancy Flowers

Jerome’s Fancy Flowers VIP Program Registration

Name:

Email:

Cell:

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Keep in touch

Exclusive offers

Invite only events

Increases Spending

Increases Loyalty

Exceptional Customer Experience

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Case study-Ecco

“We were still a small company competing with much larger companies. We couldn't differentiate on price…so we made a strategic decision that the place we could differentiate ourselves was on customer intimacy.”

-Ed Zimmer

Barrett, Amy. (2001, March 1). INC Magazine. How to Provide Great B2B Customer Servce. Retrieved November 13, 2012, from http://www.inc.com/magazine/20110301/customer-service-case-studies-ecco-ed-zimmer.html

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First Impression: It matters

86% of consumers will pay for better customer experience

51% said companies are impersonal

16% said they are “anti-social”

Beat out low cost competitors

Recognize them by name, be friendly

Remain active on social media

2011 Customer Experience Impact Report. Right Now

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Use the clients name often

Make small talk

Focus on what you can do

The Experience: the basics

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“I’m cool”- QR codes/check-in reminders

“I’m connected” -Facebook/Yelp

“I care” –Postcards/email

The experience: advanced

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Grow Your Customers

Email Marketing

Email communication

Repeat business

Referrals, Reviews and Reputation

Campaigns online drive traffic offline

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5-8 words in subject Highlight benefit of

email

Send out a campaign 1-

2x a month

Segment based on

events or promotions

Best Practices

Referrals

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Referrals

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• Give people a reason to refer• Don’t be afraid to ask for referrals• Keep in touch with your customers• Make it easy to refer• Don’t forget to thank them

Online Reputation

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Great customers + Great customer service =

Great reviews online

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Recap

1. Acquire Customers2. Retain Customers3. Grow Customers

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Our Next Webinar is December 6thSocial Media 101:

Your Holiday Social Media StrategyJoin us for this holiday-themed webinar, focusing on social media

engagement and best practices for promotional activities

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services@demandforce.com(800) 220-1136

Questions?

Ask us anything!