Download - Selling to Small Businesses: Why Post-Sale Interactions & Customer Experience Are So Important
Selling to Small Businesses: Why Post-Sale Interactions & Customer Experience Are So
Important
About TermSync
• Cloud-based communication platform supports over 100,000 businesses
• TermSync works with existing workflows, can be up and running in about a week, and receives rave reviews from our clients and their customers.
Customer Experience
Customer Experience
Customer Experience Stats
• 12 positive experiences to make up for one negative UNRESOLVED experience– When issues are resolved customers are usually
happier than before the issue occurred
Customer Experience Stats
• 12 positive experiences to make up for one negative UNRESOLVED experience– When issues are resolved customers are usually
happier than before the issue occurred
• Only 4% of dissatisfied customers report their issues to vendors
• Clearly need to hear from more customers
Traditional Methods of Post-Sale Interactions
• Surveys – Low response rates– Can’t do them very often without annoying
customers– Usually get canned responses
Traditional Methods of Post-Sale Interactions
• Surveys• Phone support
– Hassle for the customer– Some issues warrant a phone call, many
others do not
Traditional Methods of Post-Sale Interactions
• Surveys• Phone support• Email support
– Can be a hassle for the customer– No idea if/when the vendor will respond
Traditional Methods of Post-Sale Interactions
• Surveys• Phone support• Email support• Customer portals
Traditional Methods of Post-Sale Interactions
• Surveys• Phone support• Email support• Customer portals
– 72% of people prefer a self-service model (portal)
– Yet less than 5% regularly use vendor portals– Where is the disconnect?
A Good Customer Portal
Convenient – Few hoops to jump through to get there
A Good Customer Portal
Convenient
Actionable – self service to avoid a phone call
A Good Customer Portal
Convenient
Actionable
Responsive – why bother if the vendor doesn’t respond in a timely manner
A Good Customer Portal
Convenient
Actionable
Responsive
Easy-to-use
Traditional Customer Portals
Convenient
Actionable
Responsive
Easy-to-use
Is It Convenient?
• Are you their only vendor?
Is It Convenient?
• Are you their only vendor?• If you were them would you create 15
different usernames & passwords on 15 different portals for 15 different vendors?
CustomerConnect
• One place to manage several vendors• Easy access points• Intuitive and consistent actions• Requires responses from vendors• Free to them
Why Does It Matter?
• Good customer experience = loyal customers
Why Does It Matter?
• Good customer experience = loyal customers
• Loyal customers buy more
Why Does It Matter?
• Good customer experience = loyal customers
• Loyal customers buy more• Loyal customers refer more
Why Does It Matter?
• Good customer experience = loyal customer
• Loyal customers buy more• Loyal customers refer more• Harvard Business Review
– “Delighting customers doesn’t build loyalty; reducing their effort – the work they must do to get their problem solved – does”
Summary
• Take advantage of every opportunity to hear from more customers
• But in a customer centric manner– Don’t annoy them– Make it convenient– Respond right away
Want to learn more?
To receive a demo of the TermSync’s CustomerConnect, contact us at:
– 608-316-8380– [email protected]
