Perfect Customer Lifecycle – Tyler Garns, Infusionsoft – #IMS11
- Biz owners and marketers often feel trapped – They are doing a lot, but feel like things aren’t working and their business isn’t growing.
- Typical customer lifestyle
- Generate interest
- Sell, sell, sell
- Get new customers
- Sigh of relief
- Go do it again
- Problem: 3 Holes in Funnel
- Hole #1 – Lost traffic
- How many people are visiting my site that I didn’t capture as a lead?
- Hole #2 – Lost leads
- Only able to convert about 10% of the leads you bring in
- It takes an average of 5 sales calls to close a deal, but most people give up after 1 or 2 calls.
- You might be doing the prep work and then if you don’t do the follow-up, they are buying from someone else
- Hole #3 – Lost Customers
- You lose 68% of your customers because of indifference
- Experience problem
- Follow-up problem
- Are your customers buying more and are they referring
- You lose 68% of your customers because of indifference
- If you’re doing things that aren’t tied to a strategy or tied to a set of goals, you’re wasting your time.
- Tools + Tactics without Strategy = Chaos
- All businesses, no matter what they are doing, need to be following the 7 steps of a customer lifecycle
- All businesses need leads that will eventually make appointments
- Behaviors are a manifestation of psychographics — if people click things, you know that they are are interested.
- Strategy and tactics are fractal
- Sales conversion strategies
- Automate sales stage communications
- Don’t rely solely on sales reps
- WOWing your customers
- Imagine you only have one customer — craft the perfect experience for that customer
- Upsell strategies
- Current purchase upsell
- Post-Purchase Upsell
- Happy customer upsell
- Referral Strategies
- “You and your friend” referral strategies work better than telling people they’ll make money from their friend.
- Assignment:
- Download the template at http://bit.ly/pcl-template
- Create your marketing strategy
- Get specific
- Don’t be overactive
- Download the slides - http://www.slideshare.net/infusionsoft/creating-the-perfect-customer-lifecycle
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