April 4, 2018 — In this session I will be covering the importance of good customer service and the powerful impact your support team has on your business. I will discuss practices to use and practices to avoid. I’ll take poor customer service examples and show how they could be handled differently and turned into excellent customer outcomes.
I’ll also cover the steps to develop and implement an all star customer service program. This will include the secrets to providing super service, general support standards, and how to get things right for your customers. I’ll discuss why it’s important to go the extra mile to make and keep your customers happy so that they turn into returning customers and brand ambassadors.
December 10, 2017 — As web designers and developers one of the keys to our business success is retaining clients over time and generating client referrals. If we build strong supportive relationships with our existing customers we can guarantee future projects and work. Clients need more than just a great website, they need to be empowered to manage their WordPress site on their own. However, many business owners and marketing professionals are not knowledgeable about WordPress and feel confused and stressed about running the site once it is launched. Learning about WordPress online is also very confusing for people that are newer to or less experienced with the platform. So how can we empower our clients to manage their sites on their own and feel confident in their abilities? Many designers and developers offer a single training when the site goes live, but for clients that have never used WordPress or rarely use it this single training is not enough. Get tips and tricks about how to prepare your clients so they can take their WordPress tool and make the most out of it for their company or organization. Learn how to put together a launch plan that includes in person training, video tutorials, FAQs, and more. Discover why as designers and developers we are also educators. Give your customers the best chance they have to succeed and they will be more likely to return to you when the site needs to grow, as well as tell other professionals, businesses owners, and organizations they know about your service.
October 13, 2017 — Dans un monde où WordPress prend de plus en plus de place, le développement collaboratif sera de plus en plus fréquent. Que ce soit une agence qui fait affaire avec un sous-contractant, ou un nouveau client qui arrive avec son site déjà fait, vous aurez à travailler avec le code d’une autre personne.
Ce n’est pas tout de savoir quels outils/méthodes utiliser, il faut aussi savoir comment bien travailler avec ces derniers afin de favoriser le travail du prochain. C’est cela que nous tenterons d’éclaircir et de démystifier durant la présentation.
October 31, 2016 — Veel bedrijven benutten het potentieel van hun bestaande klanten bij lange na niet genoeg. Vaak worden deze trouwe klanten als een soort meubelstukken gezien: ze zijn er, maar er wordt weinig aandacht aanbesteed. Je constant richten op het binnenhalen van nieuwe klanten is een dure grap (het is 5 tot tien keer duurder dan de kosten voor het behouden van bestaande klanten). Bij Weblish richten we ons vooral op het zo optimaal blijven bedienen van onze bestaande klanten. Ik ga via deze talk verschillende strategieën met jullie delen die Weblish gebruikt om die klantrelatie zo sterk mogelijk te maken en zo meer omzet te genereren.
October 8, 2016 — Scaling Your WordPress Support for Growth
Supporting your products well is one of the best ways to ensure solid growth of your company. But growth also puts additional strain on your support team. This presentation will give you tools to understand how to scale your support before your team gets overwhelmed.
There are several important factors that go into scaling a support team. The primary ones revolve around the following:
Understanding Support is Generated from Sales
Knowing How Much Support You Can Sustain
Knowing How Much Time you Need to Train New Staff
This presentation will cover those items in detail with tools, resources, and live data based on our experiences at WordImpress
January 6, 2016 — We live in an age when power has shifted from corporations and companies to the common user. With the rise of the Internet and social media consumers have a newfound voice that echoes over slogans and advertisements. Poor customer care comes with an incredibly high cost: 89% of consumers have stopped doing business with a company after experiencing poor customer service. A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. Focus on customer care has an incredibly high value: 81% of companies who deliver superior customer care outperform the competition in market share; 60% of customers will pay more for better customer care and customer retention is 5x more profitable. In this talk I will guide you through the process of recruiting, training and motivating a high-performance customer care team, as well as demonstrate the value in investing in centralized in house systems, automation and tools that help your customer care team deliver an outstanding quality of service to positively impact your bottom line.