Meeting Your Customers Where They are at

by Matt Cromwell

WordCamp Las Vegas

 

 

September 19, 2015

slides.com/mattcromwell/wclv15

  THE CANE TOAD

WHERE ARE YOUR CUSTOMERS At?

ONLINE

GROUND ZERO

PLACE OF PAIN or EXCITEMENT

ONLINE

SOCIAL MEDIA
WORDPRESS.ORG
YOUR WEBSITE
EMAIL

MYTH: THOSE PLACES DON'T "CONVERT"

  • Online, there is no "Point of Sale" anymore
  • Support isn't tied to Conversion, it's tied to Brand Awareness and Customer Loyalty
  • They DO Convert. You just don't have the metrics to measure those conversions.

MYTH: I'm NOT GOING TO DO FREE SUPPORT

  • For Freemium Products, "Free" Support is Gold 

EXCEPTION: SUPPORT LICENSES

  • Free plugin, paid support
  • Free support forum for bug reporting (very valuable)

MYTH: I CAN'T PROBLEM SOLVE IN 140 Characters or LESS

  • You don't have to
  • Just "Be Human", be courteous
  • Be an on-ramp to a good ticket

MYTH: I DON'T DO EMAIL SUPPORT

  • All Roads Lead to Gmail
  • Answer Every Email -- The Zero Inbox is not a myth
  • Keep Email Transactional

GROUND ZERO

  • IN-PLUGIN DOCS

  • ONLINE DOCS

  • WHITE GLOVE SERVICE

MYTH: MY PLUGIN IS ALREADY INTUITIVE

  • It's not
  • Not necessarily to everyone
  • Descriptions don't hurt anyone (unless they're badly written)

MYTH: NO ONE READS DOCS

  • Can they find your docs?
  • Do you write "User Docs" instead of "List Docs" or "Developer Docs"?
  • They do read docs.

GIVE ANALYTICS FROM AUGUST

MYTH: I CAN'T HANDHOLD EVERYONE

  • If you have to handhold everyone, something is wrong
  • If you're not willing to handhold, you're in the wrong business
  • Hand holding is education, you're "Paying it Forward" for the next developer (which might be you!)

PLACE OF PAIN or Excitment

READY TO BUY
READY TO SMEAR
READY TO CHEAR

MYTH: PEOPLE DECIDE TO BUY FOR THE FEATURES ONLY

  • When's the last time you bought a car from a brand you didn't know?
  • They ask you about Pro to see how you work as a team.
  • They want to make sure you'll be around in a year or more.

MYTH: ONLY DISGRUNTLED USERS LEAVE REVIEWS

  • Do you ASK?
  • 46 5-Star Reviews on Give

MYTH: WORDPRESS USERS EXPECT THE WORLD FOR FREE

  • You might be desperate for sales, they are desperate for solutions
  • In Open Source and WordPress, generosity begets generosity
  • Meet them at social media, and they'll respond with social media

SUPPORT YOUR USERS AT ALL COSTS

GO FROM THIS

TO THIS

I'm Matt Cromwell

WorPress Community Consultant for

Media Temple

 

Brand Ambassador and Head of Support at WordImpress.com

 

mattcromwell.com

WCLV15

By Matt Cromwell

WCLV15

Presentation for WordCamp Las Vegas on "Meeting Your Customers Where they are At"

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