Scott Martineau - Delivering Beyond Expectation
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Transcript of 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
The Ultimate Event for Small Business Success.
The Parable of The 9 Foolish Loan Officers
@scottmartineau
The Ultimate Event for Small Business Success.
The Parable of the Wise Realtor
@scottmartineau
Brian K. Judy, Assoc. BrokerMesa Verde Real Estate
The Ultimate Event for Small Business Success.@scottmartineau
No one else.
The Ultimate Event for Small Business Success.
What we think is going on…
@scottmartineau
The Ultimate Event for Small Business Success.
What is really going on…
@scottmartineau
The Ultimate Event for Small Business Success.
Earn The Monopoly With WOW
@scottmartineau
The Ultimate Event for Small Business Success.@scottmartineau
No one else.
The Ultimate Event for Small Business Success.@scottmartineau
The Ultimate Event for Small Business Success.
WOWMarketingMarketing
@scottmartineau
$25,000$25,000
$1500$1500
The Ultimate Event for Small Business Success.
Small Company. BIG Advantage!
@scottmartineau
The Ultimate Event for Small Business Success.@scottmartineau
Agility + Automation
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
@scottmartineau
How SB ICON Finalists WOW:
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
@scottmartineau
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
@scottmartineau
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
@scottmartineau
The Ultimate Event for Small Business Success.
How SB ICON Finalists WOW: @scottmartineau
The Ultimate Event for Small Business Success.
How To Create The Monopoly
1. Culture of WOW2. New Customer WOW3. Ongoing WOW4. Satisfaction Survey
@scottmartineau
The Ultimate Event for Small Business Success.
1. Create a culture of WOW!
@scottmartineau
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
@scottmartineau
The Ultimate Event for Small Business Success.
Activity: Plan Your Culture of WOW
@scottmartineau
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.
@scottmartineau
The Ultimate Event for Small Business Success.@scottmartineau
Gift ideas:
The Ultimate Event for Small Business Success.@scottmartineau
The Ultimate Event for Small Business Success.
Fulfillment ideas:
@scottmartineau
The Ultimate Event for Small Business Success.
Fulfillment ideas:
@scottmartineau
The Ultimate Event for Small Business Success.
Activity: Plan Your Welcome WOW
@scottmartineau
The Ultimate Event for Small Business Success.
3. Implement a system for ongoing Wow.
@scottmartineau
The Ultimate Event for Small Business Success.
3. Implement a system for ongoing Wow.
@scottmartineau
The Ultimate Event for Small Business Success.
Activity: Plan Your Ongoing WOW
@scottmartineau
The Ultimate Event for Small Business Success.
4. Periodic Survey: How well are we doing?
@scottmartineau
The Ultimate Event for Small Business Success.
4. Find out how well you’re doing
@scottmartineau
NPS
The Ultimate Event for Small Business Success.@scottmartineau
4. Find out how well you’re doing
The Ultimate Event for Small Business Success.
Activity: Plan Your Survey
@scottmartineau
The Ultimate Event for Small Business Success.
Earn The Monopoly With WOW
@scottmartineau
The Ultimate Event for Small Business Success.
How To Create The Monopoly
1. Culture of WOW2. New Customer WOW3. Ongoing WOW4. Satisfaction Survey
@scottmartineau
The Ultimate Event for Small Business Success.
Q&A
Scott MartineauCo-Founder, Infusionsoft@scottmartineau
@scottmartineau