The Myths & Truths of Customer Loyalty

The Myths & Truths of Customer Loyalty

Implementationand Rollout

Onboarding and Account Management

Renewal, upsell, cross-sell

User Trainingand Engagement

Customer Service Technical Support

Obsessed with SuccessCustomer Success is a multi-disciplinary endeavor

Surprising Truths of SupportUnderstand the reality and impact – both positive and negative.

We’re Pressured To “Delight”…

To Provide Exceptional Service…

To Exceed Expectations…

To Prevent Murder?

Does Any Of It Work? We believe that increased loyalty is driven by our ability to ‘exceed expectations’.

Truths:Delight only happens 16% of the time

Attempts to delight increase operating costs up to 20%

Does Any Of It Work? The harder we try, the harder we fall.

Truth:ANY interaction with customer service creates a

higher likelihood for disloyalty

The Answer Is Minimal EffortFor your customers and for you!

The Case For Minimal EffortThe cost of high-effort experiences are detrimental to business growth.

Truth:High-effort breeds negative word-of-mouth High-effort drives a high rate of disloyalty

Negative WOM Overall Disloyalty

The Case For Minimum EffortMinimizing effort has big business impact.

Truth:Low effort experiences substantially impact repurchase and increase net new revenue

It Takes Work To Reduce EffortFocus on customer effort reduction initiatives NOW!

1. Start the discussion among your company’s leaders

2. Engage front-line reps from customer success, service, support and sales in designing a solution

3. Eliminate checklists and scripts and train to guide customers toward quick resolution

4. Anticipate customers needs (hint: address your top 10 customers needs and solve most of your effort friction)

5. Don’t make the goal shorter calls and interactions, just more successful ones

6. Create accountability around the effort

Set Expectations to SatisfyMake sure customers know what to expect. If you keep your promises, they’ll never be let down.

Partner Sales Acceleration…AUTOMATED. INTELLIGENT. ACCESSIBLE.

There is painful misalignment between go-to-market strategy and sales execution resulting in ineffective and

underperforming revenue.

90% of content & training never used by sales

(AMA/Forrester)

35+ hours per month spent searching

for tools and training(IDC Sales Enablement Study)

Millionsspent on content, butno way to track/report

(Content Marketing Institute)

Allbound’s partner sales acceleration platform helps companies close more business through their channel partners faster by driving behaviors, creating engagement, building knowledge, and increasing transparency.

Allbound is creating real change…

Marketing Simple organization,

delivery, tracking of content.

Sales & Channels Real-time knowledge and tools

where/when they need them.

Executives Built-in visibility,

analytics and reports.

Deliver the right content, right now – making sales channels more

effective.

Formula for Simplicity

Training and resources to ensure

partners and reps are always prepared.

Knowledge

Anytime, anywhere access to content and

tools that keep the pipeline moving.

Clear visibility into prospects and

opportunities that impact business.

Deliver insight and intelligence on key channel sales and

marketing activities.

Simple, effective methods to incentive loyalty, engagement, and competitiveness.

Content Pipeline Business Intelligence Gamification

Unify your channel sales training, marketing content, campaigns, and data so that you can finally reinforce and incentivize the activities that drive real change in the trajectory of your pipeline.

Access content from any device while eliminating the costs and complexities of managing multiple apps and platforms.

Responsive ArchitectureGive your channel the best of modern software design with an engaging experience for both reps and marketers.

Modern User ExperienceEasily deliver content, training, data and resources to your partner ecosystem in a safe, secure Cloud environment.

Securely in the Cloud

Dedicated Customer Success RepAccess a dedicated Allbound team member,

focused solely on your success.

24x7 Technical Support Around-the-clock technical guidance available

via both phone and online ticketing.

Here to Support You

Thought LeadershipFollow our blog, social media accounts for channel

news, events and customer success.

http://twitter.com/goallbound

http://linkedin.com/company/allbound

http://google.com/+AllboundCo

http://allbound.com/blog

Let’s Connect: