April 14, 2019 — In 2015 while running my previous business Action Gear we won the eCommerce Awards for “Best Customer Service in SA”. My topic would run through the key concepts for online business owners to know in order for them to be able to offer brilliant customer service too.
March 11, 2019 — Are you creating a beautiful website that, in the end, does not perform to your customers’ expectations?
Before you start any actual design work at all are you clear on what the desired business outcomes and objectives for the website are? What do you want users (prospects) to do on this new website? – and how will you (and your customer) define the success or otherwise of these actions?
Over 70% of new websites fail to live up to the customers’ expectation. So we have found that the first goal should be to map user flow – the actions that typically take prospects from their entry point into the site through conversion funnels including follow-up sequences and towards the final action (signup, purchase and so forth) and to share this process with our clients.
In this talk we will take a look at how we do customer journey maps and the role of the map in website design, creation and integration into a successful marketing funnel.
February 7, 2019 — In this talk I’ll share the troubles I’ve faced when asked to host 1:1 chats with Jetpack paid clients on a regular basis. The journey was full of uncertainties, and I questioned myself as a Happiness Engineer. Eventually, it helped me overcome my fears and get the best out of the products I provide support for.
Starting with the pain points of a product, this talk offers a different perspective on face-to-face interactions and pre/post-sales opportunities with potential and/or ongoing clients. This talk is for anyone interested in how to leverage customer service to increase customer loyalty and happiness.
January 23, 2019 — Some believe that the first thing a Customer Service Representative should do when they are dealing with an issue is empathize with their client. Emotions are key when it comes to empathy, so how can one, in a world where almost everything is done via text, empathize?
In this talk, Marc will go over five key factors that drive almost every customer to get to the point of reaching out, how to “read between the lines” of their issue, and determine the emotional elements involved so that you, as a service rep, can empathize with your customer and give them the type of support that will earn you years of customer loyalty.
With over 20 years of experience in supporting customers through various forms of text, Marc knows the strengths and weaknesses of the medium and will show you how to maximize the power at your fingertips to make your customers happy.
December 6, 2018 — Inbound strategies require thinking through the right plugins, information architecture and template for your audience. The talk with walk through the importance of customer-centric focus with both design and content in building a digital community.
August 21, 2018 — ‘When we build, let us think that we build forever.’
Overview – WordPress is a well-architected web platform for any sized organisation.
Do we run the risk of underselling WordPress to ourselves and our customers?
Is WordPress more than a web platform?
Is WordPress architected?
Do we understand the value of an architected system?
How can we take architectural values, apply them to our WordPress delivery, in creating enduring solutions?
This talk aims to provide WordPress Developers, Users and Business people see the greater value that WordPress brings to the table in delivering enduring solutions.
June 1, 2018 — La customer centricity è ormai una trend ben avviato nel mondo del marketing. Ma siamo davvero sicuri che venga applicato nel modo giusto? Cosa significa realmente mettere il cliente al centro? Scopriamo insieme i vantaggi di questo approccio e come sfruttarlo al meglio.
April 27, 2018 — Jason is a partner at co-founder of GiveWP.com, a WordPress donation plugin powering more than 40k+ active installs. He works on managing the businesses growth, buys the ads and does pre-sales support tickets, too. He grew up in Jefferson Park (blue line), too—though he lives in San Diego now, he’s a Blackhawks and White Sox fan.
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.
November 1, 2016 — How to get inside the head of customers who use WordPress products. This session makes sense towards a whole range of WordPress users – from full stack developers to casual bloggers to people who are new to WordPress. While Shilpa can’t help you develop super-natural powers, she is definitely going to try – by sharing her learnings, explaining how to read and understand customer expectations, tune yourself to receiving feedback (often times it is disguised !) , act on it and delight your customer.