Keynote presented by Kerry Bodine, Co-Author of Outside In, at the 2014 Customer Success Summit.

1. Driving Great Customer Experiences
In The SaaS Ecosystem
@kerrybodine
kerrybodine.com
March 19, 2014

26. From reactive to proactive
customer experiences…

29. Source:
IDEO
“the ability to understand and
share the feelings of another”

30. Source:
IDEO

31. Source:
IDEO

32. Source:
IDEO

33. Source:
IDEO

42. @kerrybodine

43. Source:
rose5a.com
/
adamhcohen.com

44. Source:
rose5a.com
/
adamhcohen.com

45. @kerrybodine
awareness
consideration
conversion
loyalty
advocacy

46. Sorry.
That’s not going to cut it.
@kerrybodine

48. Source:
Intuit

49. Source:
Intuit

50. Source:
Intuit

52. Source:
Adap>ve
Path

53. Source:
Bridgeable

54. Source:
Bridgeable

55. Source:
Bridgeable

56. Source:
Bridgeable

57. Source:
Bridgeable

58. Source:
Bridgeable

59. Source:
Bridgeable

60. Source:
Bridgeable

61. Source:
Bridgeable
line
of
visibility

62. Source:
Bridgeable

63. Source:
Bridgeable

64. Source:
Bridgeable

65. Source: Bridgeable

66. Source: Bridgeable

67. Some SaaS company.

68. Some SaaS company.
Yours?

69. @kerrybodine
marketing
customer
success
boss
sales rep
waits
training
admin
web
designer
trainer
receives
follow up
phone
call
receives
email
about
training
hesitantly
uses
software
is told he
needs to
use new
software
web
developer
marketing
templates
x
email
attends
training
x
product
manager
gets login
info
logs in
and looks
around
gets
confused
& vents
co-worker
legal

70. WHY should you
proactively design your
SaaS ecosystem?

71. People’s expectations
are increasing every day.

80. Hands
Head
Heart

81. Customer experience will
help you thrive.

84. Source:
American
Customer
Sa>sfac>on
Index

85. Source:
American
Customer
Sa>sfac>on
Index

86. Source:
IDEO

87. Source:
Design
Management
Ins>tute

88. 81% of consumers are willing to pay more for a
better customer experience.
Source:
Oracle

89. 81% of consumers are willing to pay more for a
better customer experience.
70% have stopped buying goods or services
from a company after experiencing poor
customer service.
Source:
Oracle

90. 81% of consumers are willing to pay more for a
better customer experience.
70% have stopped buying goods or services
from a company after experiencing poor
customer service.
64% have made future purchases from a
company’s competitors after experiencing poor
customer service.
Source:
Oracle

91. #1: USAA

92. #1: USAA

94. 15% year-over-year increase
in completed auto loans
Source:
Forrester
Research

96. 98% customer retention
Source:
Forrester
Research

97. HOW can you proactively
design the SaaS ecosystem?

98. Number 1:
Develop deep empathy.
@kerrybodine

101. Number 2:
Map your customers’ journeys and
map your ecosystem.
@kerrybodine

102. Source:
delightability.com

103. Source:
planet.globalservicejam.org

104. Number 3:
Bring your customers into
the design process.
@kerrybodine

105. Source:
IDEO

112. Thank you!
@kerrybodine
kerrybodine.com