(webinar recap) A Recipe for High Retention: Personalized and Frictionless
As we produce more ways to engage with our customers, it sometimes becomes disjointed. New channels make it harder to deliver a consistent experience. And if companies don't focus on providing an excellent customer experience (CX), customers will fade away and will pass on renewal when the time comes.
Our webinar with Hunter Montgomery, Chief Marketing Officer at ChurnZero, was packed with tips and insights on keeping customers happy and engaged.
Here are some highlights of the session:
The best way to keep your customer engaged is to have a frictionless journey.
Connect with your customers wherever they are. It's not about how the business functions, but it's about what the customers like.
Frictionless can coexist with high-touch customer success models. (More details in the recording).
The top 3 frictionless channels for 2022 include:
Community Communities are great because they let your customer engage with you and other customers. Your customers have great sources of other information and can be beneficial to others that may be experiencing the same issue. Let your customer help you get the word out!
Education/Academy Getting customers engaged is hard, even after onboarding, but you could utilize an academy to help your customer strategize. Help your customer let the learning sink in by requiring them to pass certain courses before advancing to the next course. It’s fair to have an agreement with your customers such as "we’ll provide the best support we can, but you, the customer, need to do your part to learn. It's a two-way street!"
Personalized Programs This is where SaaS companies excel and let your CS team shines. Your customer success teams understand who to talk to, how to talk to them, and what information we need. Leveraging this information, companies can build an experience for that to engage with customers when need to.
If you enjoy this webinar, be sure to check back for more exciting webinars every other week!
About Our Speakers
Hunter is a highly accomplished global marketing executive with over 25 years of experience in marketing strategies and business ops. As Chief Marketing Officer of ChurnZero, Hunter is leading the overall marketing effort and providing direction in positioning, demand generation, branding, public relations, and partnerships. Prior to ChurnZero, Hunter was the Chief Marketing Officer at Higher Logic. He was a member of the original management team, leading the company from under $10 million in annual revenue to over $60 million.
Shashi Bellamkonda is the VP of Marketing at involve.ai. He is known by many as the “social media swami”, and is a marketing leader who has worked with many entrepreneurs and local businesses and taught Digital Marketing Strategy and Marketing Analytics at Georgetown University as an adjunct professor. Shashi has been called the most customer-obsessed marketing leader and continues to educate himself on technology.