Transcript
- 1. Margot da Cunha Wistia Step away from the screen: The Value of meeting customers In Person SUPCONF NYC 2016
- 2. @ChappyMargot Step Away from the Screen: The Value of Meeting Customers in Person
- 3. #WistiaFest / @twitter-handle Hello! Im Margot Customer Success Manager at Wistia @ChappyMargot
- 4. @ChappyMargot
- 5. #WistiaFest / @twitter-handle Fun Fact: My childhood nickname was The Tank Can you guess which one is me?
- 6. @ChappyMargot Think about your most meaningful relationships
- 7. @ChappyMargot Technology
- 8. @ChappyMargot
- 9. @ChappyMargot
- 10. @ChappyMargot And this isnt just true for personal relationships
- 11. @ChappyMargot My Favorite Customer: Cleve from Dollar Shave Club
- 12. Above all types of online relationships, ofine one's are still the most powerful and important I would rather have four hundred ofine friendships than thousands of online one's for this very reason." - Dan Schawbel, Personal Branding Guru
- 13. @ChappyMargot Take your highest value relationships ofine
- 14. @ChappyMargot Agenda The who/when/where/how/why to executing in-person customer meetings Stories of successful meetings with Wistia customers How to create human connections at scale
- 15. @ChappyMargot
- 16. @ChappyMargot Average number of emails a U.S. worker receives each day 122!
- 17. @ChappyMargot Make real human connections
- 18. 77% of people believe face-to-face meetings are a necessity not a luxury Wall Street Journal
- 19. 85% believe face-to-face meetings are more likely to result in breakthrough thinking
- 20. 82% believe face-to-face meetings bring out the best in people
- 21. "In-person business meetings let attendees develop transparency and trust in ways that are not possible wit other forms of communication." - Joe Mullich, Wall Street Journal
- 22. Make business more human
- 23. Skeptical Ben CEO at Guitar Tricks (online guitar lessons) Business relies on video Using Wistia lightly (just for short marketing videos) Unsure about moving his video library to a new platform Burnt in the past
- 24. @ChappyMargot + Were always worrying a lot about downtime. We dont trust our video service company. When we experienced over 5 hours of video downtime we received no support. Their canned responses on tickets and lack of a phone number make us feel like they were hiding from us.
- 25. @ChappyMargot >100 emails + 3 phone calls + engineering
- 26. @ChappyMargot 14,000 videos!
- 27. @ChappyMargot More $$$ baby!
- 28. Face-to-face visits are rare in our business. Now we feel like someone has our back. Putting a face to the name in-person really added a level of trust we never had with our last video service. "
- 29. The Anonymous NPS Detractor
- 30. Come on over to Wistia! What is your team working on/ towards? How have you been using video/ Wistia? Pain points, feature requests Tour the space Next steps
- 31. Live Training on Wistia Stats for the entire Academy team
- 32. Thanks again for conducting that training. Professors instantly started bouncing ideas off me afterwards It was really well organized and you touched upon everything we needed to know. Everyone thought it was incredibly helpful.
- 33. @ChappyMargot Dont take detractor as an answer!
- 34. Invite your unhappy customers to the ofce
- 35. Your might be unable to ll every need of the customer, but showing empathy & creating a human connection builds loyalty
- 36. Who? When? Where? How? Reach out to a small list of your highest value customers in a specic radius When it makes sense! Start small/local Your ofce, their ofce, a coffee shop, a bar Let the customer decide! Send a friendly and direct email explaining why you want to meet
- 37. Step One Step Two Step Three Step Four Identify a list of 20-30 of your highest value customers in a specic radius Reach out with a friendly/detailed email explaining why/when/ where youd like to meet Prep for the meeting & meet! Research their account/ company and come with a exible agenda of items to discuss. Bring gifts! Follow-up with actionable items!
- 38. But, meeting every customer in-person isnt scalable
- 39. Our Goal = 1 in-person meeting/month
- 40. While you cant meet every customer in person, you can
- 41. Interact in a more human manner Add an avatar to your email alias Use the video cam on your phone calls Communicate like a human-being Incorporate 1:1 videos into your communication
- 42. @ChappyMargot " A Wistia Customer Cancelled
- 43. @ChappyMargot What could we improve? Absolutely nothing. Im just not using video in my biz, anymore. Boohoo!!
- 44. @ChappyMargot
- 45. @ChappyMargot
- 46. @ChappyMargot Record Videos
- 47. @ChappyMargot
- 48. @ChappyMargot
- 49. @ChappyMargot
- 50. @ChappyMargot
- 51. @ChappyMargot Send Personalized Screencasts
- 52. @ChappyMargot Host a video making competition to get your team thinking about this!
- 53. Create a video email signature Send out quick recordings for negative/positive milestones Create screen recordings with live-action bumpers Host your own internal video making competition to delight customers To Recap
- 54. Not sure where to start? wistia.com/blog/ your-rst-video wistia.com/library
- 55. Turn your customers into advocates by making real human connectio
- 56. @ChappyMargot Questions ? @ChappyMargot