customer awesomeness

15
Customer Awesomeness A Framework for Success for Customer Success

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Post on 27-Jan-2015

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DESCRIPTION

Slides from a quick presentation on UX, customer success, and sustainably generating evangelists.

TRANSCRIPT

Page 1: Customer Awesomeness

Customer AwesomenessA Framework for Success for Customer Success

Page 2: Customer Awesomeness

Creating Evangelists

Customer Success =

Page 3: Customer Awesomeness

CAUSES

What Evangelism Means...

If we can deliver this ... ... they will take care of this

To UsTo Them

ReferralsAwesomeness

Page 4: Customer Awesomeness

The model for sustaining customer loyalty is reverse-engineering user awesomeness.

-- Kathy Sierra

“ ”

Page 5: Customer Awesomeness

USER awesomenessEven more important than { company / interface / support } awesomeness

If we suck at this ...

... these won’t save us.

Page 6: Customer Awesomeness
Page 7: Customer Awesomeness
Page 8: Customer Awesomeness
Page 9: Customer Awesomeness

Who we want to make awesomeDefine:

What we want them to be awesome at

Page 10: Customer Awesomeness

Creating Evangelists

Customer Success =

_____s who are awesome at _______

Page 11: Customer Awesomeness

Evangelist

???

Page 12: Customer Awesomeness

Awesome

Super Lame

Page 13: Customer Awesomeness

Super Lame

Awesome

Page 14: Customer Awesomeness

*drops the mic*

Page 15: Customer Awesomeness

Let’s Talk