Success in business is measured in many ways - but it's the businesses who go above and beyond to delight their customers that really stand out. To be delightful we have to know what's important to our customers - and that's where we have to gain context. In this session, we'll look at companies who are setting the standard, what you can do to delight your customers, and how to create a lasting culture of delight.
Mastering Affiliate Marketing: A Comprehensive Guide to Success
BE REMARKABLE BY DELIGHTING YOUR CUSTOMERS WITH CONTEXT (AND WHERE TO FIND IT!) [INBOUND 2014]
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BE REMARKABLE BY DELIGHTING YOUR CUSTOMERS WITH CONTEXT
(AND WHERE TO FIND IT!)
Loree McDonald
Channel Consultant, HubSpot
2. Loree was once voted “Most HubSpotty” by her peers.
This is an absolute honor although I’m not quite sure what “HubSpotty” actually means yet.
@loreemcdonald
LOREEMCDONALD
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What’s the deal with customer delight anyway?
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What it means to delight your customers
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Be remarkable by delighting with context
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Empowering your team to delight
AGENDA
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Customer Delight
Customer delight is surprising a customer by exceeding his/her expectations and thus creating a positive emotional reaction. This emotional reaction leads to wordofmouth.
“Customer Delight” Wikipedia (our savior in the digital world)
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Customer Delight
Customer delight is
Inbound Marketers, INBOUND14
about creating an individual experience for every customer to enhance their relationship with your brand.
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6-7 times
It costs
–Bain & Company
more to acquire a new customer than retain an existing one
55%
–Defaqtoresearch
Of customers would pay extra to guarantee a better service
70%
–McKinsey
of buying experiences are based on how the customer feels they are being treated
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30% better
Referral leads convert roughly
–Tony Nissen, R&G Technologies, 2013
Than leads generated from other marketing channels
16% higher
–Wharton School of Business, 2013
life-time value
3 to 10 times
–Infoquest
Higher than that of a “somewhat satisfied” customer.
A referred customer has a
“Totally satisfied” customers have a repurchase rate that is
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Customer Delight
Customer delight is about creating an individual experience for every customer to enhance their relationship with your brand.
Inbound Marketers, INBOUND14
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1. Cost of a new lead is higher than the cost of keeping a current customer
Via Ross Beard, Client Heartbeat, 2013
2. Monitoring customer happiness = insights on “at risk” customers
3. Happy customers = more referrals = higher converting leads