1. The Experience Matters:
Creating A+ Customer
Relationships

2. Today’s Speakers
Ali Carbonel
Jenny Urbano
Online Services Team
Online Services Team
+

3. Agenda
1. Acquire Customers
2. Retain Customers
3. Grow Customers
4. Question & Answer session
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4. Goal
Online
A+ Customer
Reputation
Relationships
Improves
Happy
Customers
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5. How to get customers
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6. How to get customers
Email is:
• Instant
• Free to use
• Simple to use

7. Emails: Website
• Incorporate a section to sign up
for newsletters

8. Emails: Postcards
• Incorporate your other sites on the postcard
• Make sure your sites contain a “call to action”
or a way for them to give you their information

9. Advertise Special Events
• Create an event on your Facebook page
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10. Advertise Special Events
• Advertise your event on other websites
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11. Networking
• Connecting with potential customers
• Establish professional relationships
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12. Networking
• Attend a business conference or business event
Share Tips/Ideas Make Contacts
Build Your Network
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13. Networking
• Participate in the community
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14. Retain Your Customers

15. Customer Loyalty Programs
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16. Importance
Loyalty Program
Increases Money Grows Database
Incentivizes clients to Collect emails and
spend more phone numbers
Strengthens the
Relationship
Decreases likelihood
of leaving for
competition

17. 4 Steps to
Success:
Designing
your program
Select Design Create Online
Benefit Card form Campaign

18. Percentages
/Dollars Off
Complimentary
Gift Cards
Services
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19. Jerome’s Fancy
Flowers: VIP Program
Buy 5 bouquets and receive one for free!
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20. Jerome’s Fancy Flowers VIP
Program Registration
Name:
Jerome’s Fancy Flowers
Email:
Cell:
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21. Exclusive offers
Increases Spending
Increases Loyalty
Invite only events
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23. Case study-Ecco
“We were still a small company competing with
much larger companies. We couldn't differentiate
on price…so we made a strategic decision that
the place we could differentiate ourselves was
on customer intimacy.”
-Ed Zimmer
Barrett, Amy. (2001, March 1). INC Magazine. How to Provide Great B2B Customer Servce. Retrieved
November 13, 2012, from http://www.inc.com/magazine/20110301/customer-service-case-studies-ecco-ed-
zimmer.html
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24. First Impression: It matters
86% of consumers will pay for Beat out low cost competitors
better customer experience
51% said companies are Recognize them by name, be
impersonal friendly
16% said they are “anti-social”
Remain active on social
media
2011 Customer Experience Impact Report. Right Now
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25. The Experience: the basics
 Use the clients name often
 Make small talk
 Focus on what you can do
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26. The experience: advanced
 “I’m cool”- QR codes/check-in reminders
 “I’m connected” -Facebook/Yelp
 “I care” –Postcards/email
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27. Grow Your Customers
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28. Email Marketing
Referrals,
Email Repeat
Reviews and
communication business
Reputation

29. Campaigns online drive traffic offline

30. Best Practices
 5-8 words in subject
 Highlight benefit of
email
 Send out a campaign 1-
2x a month
 Segment based on
events or promotions
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31. Referrals
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32. Referrals
• Give people a reason to refer
• Don’t be afraid to ask for referrals
• Keep in touch with your customers
• Make it easy to refer
• Don’t forget to thank them
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33. Online Reputation
Great customers + Great customer service
=
Great reviews online
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34. Recap
1. Acquire Customers
2. Retain Customers
3. Grow Customers
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35. Our Next Webinar is December 6th
Social Media 101:
Your Holiday Social Media Strategy
Join us for this holiday-themed webinar, focusing on social media
engagement and best practices for promotional activities
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36. Questions?
Ask us anything!
services@demandforce.com
(800) 220-1136
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