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Compete Client Relations2013 Strategy

Presented by Lindsey Mark

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Facilitate Self-service |

High-tech High-touch Anticipatory Outreach |

Community Building |

Increase customer engagement and satisfaction…

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Facilitating Self-service

Empower customers to easily answer questions and find

product resources.

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• Rarely specialize only in competitive behavioral analytics.

• Are consistently asked to do more with less.

• Want answers to their questions quickly, on their time.

• Want to a seamless experience.

Our Customers

Photo credit: Shandi-lee

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• Keeping our forums up-to-date.

• Optimizing our contact forms.

• Lay the foundation for in application content

Self-service is important and we’ll start by…

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• Customer demand

• Forums receive 1,500-1,600 views a month from 1,000 customers.

• Retention

• PRO’s canceling often say they didn’t know how to use the product.

• Faster response available 24-7

• More accessible & scalable.

• Frees our team to focus on high-touch value-adding interactions.

Why Self-Service?

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Benjamin Franklin

“An investment in knowledge pays the best interest.”  

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Long-term VisionTo engage with our customers in a central place, with the goal of creating a community that learns from us as well as one another.

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High-tech high-touch anticipatory outreach

High-tech approaches to providing scalable “must-have” services

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Implement Customer Nurture Programs

Send customers a series of messages to help them get on boarded and continue to engage them with helpful content throughout their subscription.

Personalized outreach

Using bring the human element into customer conversations.

Leverage Videos to Train Customers

Sending short screencasts to show them rather than tell them how to do something.

High-Tech Anticipatory Approaches

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Creating resources to help customers understand. Nurture Programs & One-Sheeters

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Taking the extra step to help visual learners. We show our customers “how”

Photo Credit:  * Cati Kaoe *

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High-value touch points through short video messages.Vsnap “Your customers are not robots. They're people.”

Photo Credit:  Jeremiah John McBride

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Benjamin Franklin

“Tell me and I forget, teach me and I may remember, involve me and I learn.” 

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Photo Credit: Arno Meintjes Wildlife

Long-term VisionWe’re committed to optimizing the customer experience with strategic value-adding touch points, working in concert with Inside Sales to increase retention and renewals.

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Community Engagement

Getting to know customers away from their keyboards.

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User’s Group Agenda• Guest Speaker

• Product Updates

• Breakout Sessions

• Networking

Where & When

• Boston User’s Group April 2013

• New York City User’s Group Q2 TBD

Compete PRO User’s Group

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Each Event

• Host 20-30 participants.

• Find customer speaker for our next event.

• Gather customer feedback about our Products/Services.

• Garner interest for a special VIP beta group.

• Foster sharing of ideas & use cases for our products across industries.

Foster communities in key citiesUser’s Group Goals

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Photo Credit:: alles-schlumpf

Long-term VisionSponsor future user’s groups with a strong community leader in these cities. Work to foster a healthy Compete User’s community.

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Rethinking the PRO Premium Services Offering

Differentiating between support and services

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By breaking out the component offerings from the current “Platinum Support” package into separate support and service offerings we can have more competitive pricing, and give customers only the components they need.

Simplifying and realigning support & services

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• Increase revenue, retention, and satisfaction

• Clearer definition of scope and better setting of customer expectations

• Win new business based on unique service offering

• Create partnerships that will allow us to grow accounts

• Better ROI for prospects

• Ability to add insights to syndicated data

A la carte service & support options

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Photo Credit: Randy Son Of Robert

Long-term VisionGrow the services branch of our product offering for organizations that want to leverage our expertise from compete’s syndicated products.

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Team building, staying focused, and celebrating customer praise

The Importance of alignment & values

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Compete Client Relations Team

Sarah Friedman Client Relations Specialist

Kristina Lopez Client Relations Co-Op

Photo Credit: Jared Deluca

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1. What are some of your personal core values?

2. What motivates/discourages you?

3. What is example of an accomplishment you’re proud of (can be anything)?

4. I feel most happy when?

5. What was the last customer service experience made you feel warm & fuzzy?

6. I pride myself on?

7. How do you like to be recognized, acknowledged and rewarded for a job well done?

8. What makes you feel like a valuable contributor?

9. My biggest strength/weakness is?

10.If you could focus on improving /learning one thing this quarter what would it be?

It’s much easier when you first agree on your values.

Striking a balance can be difficult.

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1. We are committed to anticipating our customer’s needs, proactively reaching out, and carrying ourselves with patience and infectious optimism.

2. We are advocates for our clients —acting as liaisons within our organization to facilitate timely and accurate data, must-have features and functionality, and externally to promote the knowledge and understanding to derive actionable insights from our products.

3. We’re respectful of our client’s time, listen carefully, and are thoughtful in our actions and recommendations.

4. We work hard to keep up-to-date on industry trends so that our clients value our expertise and think of our products and services as “must have”.

5. We have a strong appreciation of facial hair, specifically mustaches and coffee too!

Our Team Values

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We stay customer focused

Our values live in context of real, positive customer feedback that’s updated regularly.

• Updated weekly using our satisfaction surveys and VOC tags.

• Anyone on the team can submit content in any format.

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@linji

http://gplus.to/linji

http://linkedin/in/lmark

Questions

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