Scott Martineau - Delivering Beyond Expectation

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The Ultimate Event for Small Business Success. Delivering Beyond the Customer’s Expectations How to systematically create customers for life Scott Martineau Co-Founder, Infusionsoft @scottmartineau

description

Lifecycle Marketing Track - ICON14

Transcript of Scott Martineau - Delivering Beyond Expectation

Page 1: Scott Martineau - Delivering Beyond Expectation

The Ultimate Event for Small Business Success.

Delivering Beyond the Customer’s ExpectationsHow to systematically create customers for life

Scott MartineauCo-Founder, Infusionsoft@scottmartineau

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The Ultimate Event for Small Business Success.

The Parable of The 9 Foolish Loan Officers

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The Ultimate Event for Small Business Success.

The Parable of the Wise Realtor

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Brian K. Judy, Assoc. BrokerMesa Verde Real Estate

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The Ultimate Event for Small Business Success.@scottmartineau

No one else.

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The Ultimate Event for Small Business Success.

What we think is going on…

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The Ultimate Event for Small Business Success.

What is really going on…

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The Ultimate Event for Small Business Success.

Earn The Monopoly With WOW

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The Ultimate Event for Small Business Success.@scottmartineau

No one else.

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The Ultimate Event for Small Business Success.@scottmartineau

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The Ultimate Event for Small Business Success.

WOWMarketingMarketing

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$25,000$25,000

$1500$1500

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The Ultimate Event for Small Business Success.

Small Company. BIG Advantage!

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The Ultimate Event for Small Business Success.@scottmartineau

Agility + Automation

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The Ultimate Event for Small Business Success.

“The moment someone signs up for coaching they instantly receive a welcome voice broadcast from me that

includes my personal email address (in case they

have issues) and it outlines exactly what they can expect in the first few weeks of coaching with our team.”- Rory Vaden Southwestern Consulting

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How SB ICON Finalists WOW:

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The Ultimate Event for Small Business Success.

How SB ICON Finalists WOW: The Challenge:•To humanize the interaction between each customer & their cleaner.The Solution: •A welcome card with a bio & picture of the cleaner.The Result: •Lower churn•Drop in complaints

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The Ultimate Event for Small Business Success.

How SB ICON Finalists WOW: “We continuously stay in touch with them via social media posts, email and phone calls. Clients receive phone calls from the receptionist when they are due for an appointment or a

visit. We also make courtesy calls to clients to see how their pets are doing.”

– Lee Richter Holistic Veterinary Care

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The Ultimate Event for Small Business Success.

How SB ICON Finalists WOW: “We want to be like Zappos and WOW our customers! So…we decided to write hand written thank you notes to new and repeat customers…”- Chris Brisson Call Loop

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The Ultimate Event for Small Business Success.

How SB ICON Finalists WOW: @scottmartineau

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The Ultimate Event for Small Business Success.

How To Create The Monopoly

1. Culture of WOW2. New Customer WOW3. Ongoing WOW4. Satisfaction Survey

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The Ultimate Event for Small Business Success.

1. Create a culture of WOW!

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The Ultimate Event for Small Business Success.

Are You Creating a Culture of WOW?• Train it. Teach it. Talk about it. (Intend to WOW!)• Hire people who love to serve• Fire poisonous employees• Incentivize it• Empower Employees to WOW

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The Ultimate Event for Small Business Success.

Activity: Plan Your Culture of WOW

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The Ultimate Event for Small Business Success.

2. Welcome New Customers with A Splash!• Send a welcome giftSend a welcome gift• Send a series of timed warm follow ups.Send a series of timed warm follow ups.• Do little things people don’t expect.Do little things people don’t expect.• Add a personal touch. Add a personal touch. • Be present in case they need anything.Be present in case they need anything.

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The Ultimate Event for Small Business Success.@scottmartineau

Gift ideas:

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The Ultimate Event for Small Business Success.@scottmartineau

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The Ultimate Event for Small Business Success.

Fulfillment ideas:

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The Ultimate Event for Small Business Success.

Fulfillment ideas:

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The Ultimate Event for Small Business Success.

Activity: Plan Your Welcome WOW

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The Ultimate Event for Small Business Success.

3. Implement a system for ongoing Wow.

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The Ultimate Event for Small Business Success.

3. Implement a system for ongoing Wow.

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The Ultimate Event for Small Business Success.

Activity: Plan Your Ongoing WOW

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The Ultimate Event for Small Business Success.

4. Periodic Survey: How well are we doing?

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The Ultimate Event for Small Business Success.

4. Find out how well you’re doing

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NPS

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The Ultimate Event for Small Business Success.@scottmartineau

4. Find out how well you’re doing

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The Ultimate Event for Small Business Success.

Activity: Plan Your Survey

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The Ultimate Event for Small Business Success.

Earn The Monopoly With WOW

@scottmartineau

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The Ultimate Event for Small Business Success.

How To Create The Monopoly

1. Culture of WOW2. New Customer WOW3. Ongoing WOW4. Satisfaction Survey

@scottmartineau

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The Ultimate Event for Small Business Success.

Q&A

Scott MartineauCo-Founder, Infusionsoft@scottmartineau

@scottmartineau