How to Lose a Customer in 10 Days

transcript

www.customerengagementzone.comthe Customer Zone

How to Lose a Customer in 10 days

Presented By

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Presenters

Rachel BalikContent Marketing Manager

Jim WilliamsVP Marketing

How is my churn rate like a rom-com?

Take Them for Granted

Do: Invest in Customer Engagement

Don’t Make Them Feel Special

Do: Personalize their experience

Don’t Let Them Talk to Each Other

Do: Engage your customers in conversation

Don’t Teach Them Anything

Do: Educate and guide them based on their needs

Don’t Let Them Meet Your Family Too Early or Too Late

Do: Bring in customers references and happy advocates as early as possible

75% of the buying process is complete before a B2B prospect contacts a company

Forrester: Buyers talk with peers early in the process

Don’t Make it All About You

Do: Show that you listen and understand them

CustomerIT ServicesStatus: Renewal

Prospect Not In-PipeIndustry: TelecomAudience: EnterpriseEmployees: 241,000

ProspectIn-PipelineIndustry: RetailEmployees: 159,000Status: Prospect

Xerox -

Find out how we help Telecoms build better relationships

Don’t be flexible

Do: Give your customers choice in how they engage with you.

Help Desk

Phone Number

User Group

NPS Survey

Product Survey

Advocate Challenges

Mobile App

Embeddable Widget

Support Repository

Twitter

Customer Classes

Don’t Ignore Their Opinion

Do: Innovate beyond their expectations

Don’t Just Bring Them Flowers and Chocolates

Do: Incentivize them to engage with you

Status Access Power Stuff

1. Guest blogging opportunities2. Media interviews3. Invitations to executive retreats4. Invitations to industry conferences 5. Special status at user conferences6. Participation in product sprints7. Job recommendations8. Social media love9. Introductions & connections10. LinkedIn skills & recommendations

Don’t Take Whatever You Can Get

Do: Choose companies that are a good fitSIGN UPFOR A FREE THING

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10 Key Takeaways

1. Invest in customer engagement

2. Personalize their experience.

3. Engage your customers in conversation.

4. Educate and guide customers based on their needs.

5. Bring in customers references and happy advocates as early as

possible.

10 Key Takeaways

6. Show that you listen and understand your customers.

7. Give your customers choice in how they engage with you.

8. Innovate beyond their expectations.

9. Incentivize customers to engage with you.

10. Choose companies that are a good fit.

The Customer Engagement ZoneBest practices, solutions and technologies to take customer experience to new levels

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