20 Mile March Podcast
20 Mile March Podcast
Gabriel Hershberger
TMM012: All about Customer Success with Natalie Webster
49 minutes Posted Dec 19, 2017 at 12:21 am.
] What is customer success?
] Is customer success a new term?
] A sales strategy: funnels, failed invoices, and support reps
] Would you pay me $5,000 a month to go hunt down $20,000 a month?
] Have a human connection in your funnel to increase sales
] Tip: Use a customer success person email address
] Have a FB Messenger Bot option to talk to a human
] Call the customer immediately when they watch 75% of the pitch
] Usually it takes 4 touches before a customer will buy from you
] Please don’t pressure them to buy, because that increases refund rates
] A chatbot could qualify the lead before a sales call
] Customers want to be comforted and nurtured
] Don’t disconnect sales and support teams
] The number of support tickets that get closed doesn’t matter
] Be a human and don’t follow a cumbersome script
] Don’t overuse macros, because they are impersonal
] Community management is super important
] Please moderate and respond to social media comments
] It takes about 3 months to build trust in a community
] Lots of ways to support customers on social media
] A chatbot could help a business with damage control
] Building a customer success team
] Solve problems and apply critical thinking
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Show notes
Are you losing money from poor customer service?
Did you know that customer success can cost you nothing? Setting up a customer service team can make your business more money by plugging the leaks.
I didn’t realize the many ways that customer success could increase sales and decrease refunds until I spoke with Natalie.
If you are at this stage in your business, this would be a good show to listen to.
 
My favorite tips were to setup an email address with a real person’s name attached instead of making it a generic customer service email. I also like how much Natalie talked about making a human connection and building relationships. I think that’s a key takeaway for any business.
Natalie was super generous and put together an amazing strategy guide for “Customer Success”.
Get it here >>> http://twenty-mile-march.com/priorityexperts
Transcript
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Bonus: Your Free Guide on “Customer Success”
Natalie was super generous and put together an amazing strategy guide for “Customer Success”.
Get it here >>> http://twenty-mile-march.com/priorityexperts
 
Priority Experts Links
Website >>> http://priorityexperts.com
Social Media Accounts
Facebook >>> https://www.facebook.com/PriorityExperts/
Instagram >>> https://www.instagram.com/priorityexperts
Linkedin >>> https://www.linkedin.com/in/natalie-webster-68a51a122
 
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