Webinar ini akan membantu kamu mengerti mindset early adopters dan customer dari startup kamu, bagaimana caranya mendapatkan product feedback yang jujur dan membantu product development anda, dan bagaimana kamu bisa menjadikan mereka sebagai brand ambassador. Di sini kita akan membicarakan user journey, strategi komunikasi dan komunitas online, tools yang bisa digunakan dan juga pembelajaran dari startup lain. Semua ini akan membantu kamu untuk mengerti customer, mendapatkan referral baru dan tentunya menghasilkan produk yang customer kamu benar-benar inginkan dan gunakan. http://www.buattokoonline.id

1. HOW TO LEVERAGE YOUR EARLY CUSTOMERS TO
FIND PRODUCT MARKET FIT & SCALE YOUR STARTUP

2. HELLO! I’M ANASTASIA
➤ Currently a digital nomad.
➤ Previously Head of
Community at Farm At Hand
(exited).
➤ Previously Community
Manager at HIGHLINE VC
(GrowLab).
➤ Would brace Jakarta’s traffic
for a good cup of coffee.
➤ Tweet me @hambalia!

3. NOW LET’S TALK ABOUT
YOU(R CUSTOMERS)
and how they can help you scale your business

4. “Product/market fit means being in a
good market with a product that can
satisfy that market.
-Marc Andreessen

5. To achieve product market fit, you need to talk to your customers
before the product is built and after the product is built.
Especially after the product is built.

6. WHY ENGAGE YOUR EARLY ADOPTERS AND YOUR CUSTOMERS
➤ Membuat product yang lebih baik (fungsi, feature, UI/UX)
➤ Mengetes hipotesis seperti customer persona
➤ Membuat marketing campaign yang lebih engaging
➤ Menurunkan Customer Acquisition Cost
➤ Meningkatkan Customer Lifetime Value
➤ Ultimately….more money for your startup

7. HOW TO
START

8. HOW TO GET CONNECTED WITH YOUR EARLY ADOPTERS
Automated Emails
…. but not automated answers! Bikin email kamu terlihat personal dan
jangan lupa CTA-nya (Call To Action). Jangan lupa di A/B test ya!
Jadikan welcome email atau confirmation email sebagai introduksi
pertama dan sistem onboarding kamu.
Misalnya:
Day 0 - welcome email
Day 3 - tips
Day 10 - check in email + invite to a call

9. HOW TO GET CONNECTED WITH YOUR EARLY ADOPTERS
Ingat, di welcome email/confirmation email harus ada:
➤ Call To Action
➤ Contact info
➤ Siap-siap dengar feedback dan di telpon jam 6 pagi :)
➤ Lihat beberapa contoh di
http://reallygoodemails.com/?cat=447

10. Image credit: Intercom

11. HOW TO GET CONNECTED WITH YOUR EARLY ADOPTERS
Phone calls
Ask open-ended questions and let them talk to you. Have a goal in mind but
don’t be intrusive. You might learn something new about how they use your
product.
NPS
If you’re getting good scores (at least 8+), ask for referrals. Automate the email
campaign to save time.
Thank them!
You can send them a swag, give them bonus account upgrade or give them early
access to the product they suggested (email shout out works, too!) Feel free to
get creative – this is where the active listening would help!

13. WHAT TO ASK YOUR CUSTOMERS
➤ Their WHY (aka reason for signing up/using your product)
➤ Their (user) journey
➤ Habits, konsumsi berita dan media (sosial)
➤ Product feedback and UI/UX
➤ What works during QA might not work in practice
➤ Bugs/Issues and Wishlist
➤ Joining an exclusive group, e.g.: power users, early access

14. WHAT NOT TO DO WHEN YOU ARE TALKING TO YOUR CUSTOMERS
➤ Bertanya tentang data yang mereka sudah berikan
➤ Misalnya: berapa besar team Anda.
➤ Pertanyaan yang misleading atau tidak netral
➤ Berhenti bertanya setelah jawaban pertama
➤ 5 WHY’s rule —- seriously!
➤ 5 WHY’s bisa menjadi feature

16. CREATE A LOOP
Marketing
Customer Success
Product roadmap

17. CREATE A LOOP
Marketing
Customer Success
Product roadmap
Useful swag
Meaningful campaigns
Community
Kill a feature
Launch a feature
Beta testers
Brand Ambassadors

18. AN EXAMPLE OF A USEFUL SWAG

19. STEP 1. TALK TO YOUR
CUSTOMERS

20. STEP 2. THINK ABOUT
WHAT THEY SAY

21. STEP 3. DO SOMETHING
ABOUT IT
Then repeat!

22. QUESTIONS?

23. THANKS FOR
TUNING IN!

24. RECOMMENDED ARTICLES AND VIDEO
➤ From Signed-Up to Satisfied - Des Traynor, Intercom
https://blog.intercom.io/onboard-signed-users-satisfied-users/
➤ How Positive Emotions Increase Long-Term Conversions and
Customer Lifetime Value - KISSMetrics
https://blog.kissmetrics.com/positive-emotions-increase-
conversions/
➤ Say No To Useless Swag - Chrystal Hendrickson (formerly with
YELP Canada)
http://crystalhenrickson.com/2013/01/30/say-no-to-useless-
swag/