How do you reach your customers in a way that *ISNT* email?
How do you reach your customers in a way that *ISNT* email?
@Mark Latham
@Rachel Jennings
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We either have a channel within our workspace or even a workspace dedicated to the partnership.
jordan.silverman@usestarfish.com
(914) 844-5775
https://www.linkedin.com/in/jordansilverman/
Focusing on the technology part I always try to go for the customer preferred communication method. If they use MS-TEams as their official communication tool I ask to be added as a "guest user" to their Microsoft tenant so I can reach out to stakeholders and users through MSTeams. If they use Skype? The same. Slack? Same approach. And so on.
Firing personalized text messages through their preferred, daily use, communication tool is the best. Also great for getting spot-on feedback. But be aware that it is a 2-way channel. Easier to reach them out, easier to be reached out
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Paulo Botura
Cognite AS
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Original Message:
Sent: 11-06-2020 07:55
From: Jeff Breunsbach
Subject: How do you reach your customers in a way that *ISNT* email?
Our friend @Bodin Pollard posed this question in our CS Leadership Office Hours APAC...
How do you reach your customers in a way that *ISNT* email?
@Mark Latham
@Rachel Jennings
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Jeff Breunsbach
Founder, Gain Grow Retain
Director of CX at Higher Logic
Top 25 Influencer 2020
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Nothing beats what you are doing, Heather. I.e., human-to-human short personalized messages.
We get 85% open rates for automated text messages (with links to hyper personalized videos) when sent from a 10-digit phone number (versus as a generic number) to opted-in users. We encourage them to save the contact information before sending them messages. The best we have been able to do is 27.5% for email. The cadence, content, message, and CTA varies by role (executive, champion, buyer persona, product user persona) of the receiver.
Consider piggy backing on transactional notifications (like e-commerce order push notifications / texts / DMs) with at most one link to dynamic and personalized content.
(This is my first message to GGR)
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Heather Rosefsky
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Original Message:
Sent: 11-06-2020 07:55
From: Jeff Breunsbach
Subject: How do you reach your customers in a way that *ISNT* email?
Our friend @Bodin Pollard posed this question in our CS Leadership Office Hours APAC...
How do you reach your customers in a way that *ISNT* email?
@Mark Latham
@Rachel Jennings
------------------------------
Jeff Breunsbach
Founder, Gain Grow Retain
Director of CX at Higher Logic
Top 25 Influencer 2020
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My company recently started small group discussions (probably like the GGR office hours, though I haven't attended). The goal is to get people together who want to discuss a particular topic, then let them engage. When we launched this idea, customers would show up and expect a webinar and sit by silently. So we've modified our invitation process to require that a customer submit a question or volunteer their expertise in a particular area as their requirement to get in. Haven't tried this out yet, but we're optimistic.