Post on 08-May-2015
description
Driving Great Customer Experiences In The SaaS Ecosystem
@kerrybodine kerrybodine.com March 19, 2014
From reactive to proactive customer experiences…
Source: IDEO
“the ability to understand and share the feelings of another”
Source: IDEO
Source: IDEO
Source: IDEO
Source: IDEO
@kerrybodine
Source: rose5a.com / adamhcohen.com
Source: rose5a.com / adamhcohen.com
@kerrybodine
awareness
consideration
conversion
loyalty
advocacy
Sorry. That’s not going to cut it.
@kerrybodine
Source: Intuit
Source: Intuit
Source: Intuit
Source: Adap>ve Path
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
line of visibility
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Source: Bridgeable
Some SaaS company.
Some SaaS company. Yours?
@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
attends training
x product
manager
gets login info
logs in and looks
around
gets confused & vents
co-worker
legal
WHY should you proactively design your SaaS ecosystem?
People’s expectations are increasing every day.
Hands
Head Heart
Customer experience will help you thrive.
Source: American Customer Sa>sfac>on Index
Source: American Customer Sa>sfac>on Index
Source: IDEO
Source: Design Management Ins>tute
81% of consumers are willing to pay more for a better customer experience.
Source: Oracle
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
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
#1: USAA
#1: USAA
15% year-over-year increase in completed auto loans
Source: Forrester Research
98% customer retention
Source: Forrester Research
HOW can you proactively design the SaaS ecosystem?
Number 1: Develop deep empathy.
@kerrybodine
Number 2: Map your customers’ journeys and map your ecosystem.
@kerrybodine
Source: delightability.com
Source: planet.globalservicejam.org
Number 3: Bring your customers into the design process.
@kerrybodine
Source: IDEO
Thank you!
@kerrybodine kerrybodine.com