Michael Pace is a customer support and community management executive who shares information on his Twitter account @mpace101. He discusses topics like customer experience marketing, building customer loyalty over a long-term relationship, and the importance of customer retention for increasing average revenue and profitability per customer. Pace emphasizes organizing customer support to deliver value from the customer's point of view and empowering associates to act according to the company's vision of exceptional service.
2. Introductions
Michael Pace
Customer Support & Community
Management Executive
Twitter: @mpace101
LinkedIn
Blog: www.thepaceofservice.com
Text SOCSERVICE to 22828 for Mailing List
Slideshare: http://www.slideshare.net/mpace101
Twitter: @mpace101
5. Committed to a long-
term relationship
Proactively involved
Emotionally, psychologica
lly, and physically
connected
Simply “Satisfying” customers [transactionally] is not enough
Twitter: @mpace101
9. Acquisition Retention
Customer Life
Time Value
Aver. Revenue /
Profitability
Customer
Twitter: @mpace101
10. Awareness The Funnel & Customer
Life Time Value
Consideration Acquisition
Intent
Purchase
Support
ARPU /
Profitability
Loyalty Retention
Advocacy
Joseph Jaffe Twitter: @mpace101
11. It’s not easy …
And may feel like a scuba diver spinning a
battleship Twitter: @mpace101
15. Customer Access
Purchase
Voice of the Customer /
Surveys
Acknowledgement
Proactive Support
Sharable / Make it Easy
Twitter: @mpace101
16. Purchase
Acquisition Retention
Customer Life
Time Value
Aver. Revenue /
Profitability
Customer
Twitter: @mpace101
17. Have a Service Purpose / Vision
Deliver value from customer Point of View
Reinforce beliefs through associates
Organized to support
18. Aligns day to day actions with Service Value Prop
Have a Service Vision / Defines & commits associates to what exceptional service is
Purpose
Empowers associates to act
Design goals and processes from the customer’s standpoint (working backwards
Deliver value from the from the customer
customer’s POV Focus on what’s important to them, not internal needs first
Reinforce beliefs through Measure and incent on based on your vision and customer needs
associates Fosters the expectation of living your vision
Enables organization to “walk the talk”
Organized to support
Puts associates in position to grow and win
19. Time
Relationship
Thought Leadership
Where
Awareness
Tools
Communities
Consideration
Groups
Intent Being Found
Purchase
Support May Start
Before Purchase
Twitter: @mpace101
20. Implementation sets
Purchase
the Stage
Creating the Customer
Success Path (Happy
Path)
VOC & Customer
Advocates
Twitter: @mpace101
24. Introductions
Michael Pace
Customer Support & Community Management
Executive
Twitter: @mpace101
LinkedIn
Blog: www.thepaceofservice.com
Text SOCSERVICE to 22828 for Mailing List
Editor's Notes
There is a powerful link between engagement and business outcomes