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TMM012: All about Customer Success with Natalie Webster
20 Mile March Podcast
English - December 19, 2017 00:21 - 49 minutes - 28.4 MB - ★★★★★ - 2 ratingsBusiness Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Are you losing money from poor customer service? Did you know that customer success can cost you nothing? Setting up a customer service team can make your business more money by plugging the leaks. I didn’t realize the many ways that customer success could increase sales and decrease refunds until I spoke with Natalie. If..
The post TMM012: All about Customer Success with Natalie Webster appeared first on #twenty-mile-march.
Are you losing money from poor customer service?
Did you know that customer success can cost you nothing? Setting up a customer service team can make your business more money by plugging the leaks.
I didn’t realize the many ways that customer success could increase sales and decrease refunds until I spoke with Natalie.
If you are at this stage in your business, this would be a good show to listen to.
My favorite tips were to setup an email address with a real person’s name attached instead of making it a generic customer service email. I also like how much Natalie talked about making a human connection and building relationships. I think that’s a key takeaway for any business.
Natalie was super generous and put together an amazing strategy guide for “Customer Success”.
Get it here >>> http://twenty-mile-march.com/priorityexperts
Transcript
[0:46] What is customer success?
[3:11] Is customer success a new term?
[4:33] A sales strategy: funnels, failed invoices, and support reps
[6:27] Would you pay me $5,000 a month to go hunt down $20,000 a month?
[7:48] Have a human connection in your funnel to increase sales
[9:30] Tip: Use a customer success person email address
[11:08] Have a FB Messenger Bot option to talk to a human
[13:30] Call the customer immediately when they watch 75% of the pitch
[15:01] Usually it takes 4 touches before a customer will buy from you
[16:40] Please don’t pressure them to buy, because that increases refund rates
[18:32] A chatbot could qualify the lead before a sales call
[20:09] Customers want to be comforted and nurtured
[22:34] Don’t disconnect sales and support teams
[24:24] The number of support tickets that get closed doesn’t matter
[27:16] Be a human and don’t follow a cumbersome script
[29:05] Don’t overuse macros, because they are impersonal
[30:54] Community management is super important
[31:56] Please moderate and respond to social media comments
[35:11] It takes about 3 months to build trust in a community
[36:45] Lots of ways to support customers on social media
[39:08] A chatbot could help a business with damage control
[43:07] Building a customer success team
[46:52] Solve problems and apply critical thinking
Bonus: Your Free Guide on “Customer Success”
Natalie was super generous and put together an amazing strategy guide for “Customer Success”.
Get it here >>> http://twenty-mile-march.com/priorityexperts
Priority Experts Links
Website >>> http://priorityexperts.com
Social Media Accounts
Facebook >>> https://www.facebook.com/PriorityExperts/
Instagram >>> https://www.instagram.com/priorityexperts
Linkedin >>> https://www.linkedin.com/in/natalie-webster-68a51a122
The post TMM012: All about Customer Success with Natalie Webster appeared first on #twenty-mile-march.