love your customers…..or someone else will!
DESCRIPTION
"Love your customers"? While that sentiment may seem strong to some, it is essential to the success of Canvas On Demand. Customer satisfaction is so 20th century. To succeed in today's highly competitive online environment, you need to embrace your customers in every way. But the real trick to growth is how that passion infuses the rest of your marketing so that prospective customers understand why they should choose you.TRANSCRIPT
***Play Video Here****
Love Your Customers or Someone Else Will
What is Canvas On Demand? Rules of Loving Your Customers
1. Find Your Muse 2. Do the RIGHT Thing 3. Engage 4. Be Genuine
Questions
Who is Joe Schmidt?
Biography
§ Entreprenuership @ Ball State University § MBA @ Boston College § Brand Consulting – Coors Brewing, Kimberly Clark, MacGregor Golf § Director of Marketing – Art.com § Started Canvas On Demand § Sold to CafePress Inc. 2010 § Most Recent: CMO of CafePress Inc.
§ Newhope Church Here in Durham § Married to Cheryl and 3 daughters – Addison, Liza and Olivia
§ Questions: @joe_schmidt
Who is our Company?
Canvas On Demand
§ Started in 2003 § #283 INC 500 § BIG BREAK: HSN § 1,566,718 canvases § 200+ Employees in Raleigh
Cafepress Inc.
§ Started in 1999 § 500 Different Base Products § IPO Feb 2012 § Worldwide distribution
Are My Pants Too High?
Are My Pants Too High?
Are My Pants Too High?
4 Rules of Loving Your Customer
1. Find Your Muse
2. Do the RIGHT Thing
3. Engage
4. Be Genuine
1. Find Your Muse
Meghan
§ GOAL: Making our customers cry! § Establish parity throughout org § Give a litmus test for everything § Allows you decide what to do…
Proof
Didn't Do
Did
2. Do the RIGHT thing
Key Marketing Decisions That Questioned Conventional Wisdom
§ 3-5 Day Delivery § 100% Money Back Guarantee § Review Every Image § Redo any product the customer doesn’t love § Recommend buying less § Applaud employees who reject mediocrity § Empower CSRs to do whatever it takes to delight customer
Proof
Would you purchase a from Canvas On Demand in the future?
Definitely
Probably
Not sure
Probably not
Definitely not
Definitely
Probably
Not sure
Probably not
Definitely not
Would you recommend Canvas On Demand to friends and family?
92% YES 94% YES
3. Engage
Talking to your customer where they are in a manner that fits your brand.
§ Email is not just for blasting
§ Social flash sales
§ Doing Well by Doing Good
Engage: Email
Create systems that insert you into customer’s ecosystem
§ Use transactional emails in a big way – 16x24 bonus email
§ True email “life cycle” campaigns
§ Use Bronto (they didn’t ask me to put that there)
Proof
Over 10,000 Customer Reviews on site!
Engage: Do Social Marketing
Engage: Do Social Marketing
Engage: BE Sociable
§ Talk to customers where they are
§ Assume they are good people
§ Be grateful they are giving you their hard earned money
§ Ask them to help you
§ Give them “Hook-Ups”
Proof
Proof
Engage: Doing Well by Doing Good
MARKETING that Makes You Proud
§ Operation Hi Mom
§ Operation Hi Honey
§ Doing Good
Nearly $3,000,000 in canvas given away!
4. Be Genuine
***THERE IS A VIDEO HERE****
4 Rules of Loving Your Customer
1. Find Your Muse
2. Do the RIGHT Thing
3. Engage
4. Be Genuine
Questions
TIPS REVIEW
§ Asking questions about your business is fine...BUT… Asking GREAT questions can make your business great.
§ Don’t take yourself too seriously.
§ Don’t accept conventional wisdom without questioning it.
§ Engaging with customers is a choice we have to make everyday.
§ The key to social marketing is being SOCIABLE.
§ Marketing that makes you Proud… will create purpose for your business.