Geoffrey Moore – s a Silicon Valley based high technology consultant, venture partner at Mohr Davidow Ventures and author of "Crossing the Chasm"
Hi, it’s Nikki sending a quick outline on what I just
learned from Day 2 of the marketing conference I’m at right now. Geoffrey Moore did a good job in summarizing the
key points of a customer acquisition and customer retention program for your
business.
Here are the notes: Please feel free to contact me if you would
like more information on each segment.
Key segments of Customer
Lifecycle:
1.
Acquisition – attract and capture
2.
Engagement - nurture
3.
Enlistment – get referrals
4.
Monetization – convert sales, deliver &
satisfy and up sell customers
How do you engage with your
leads?
·
Multimodal marketing
o
Email
o
Phone call
o
Social: facebook, twitter, linkedin, google +
o
Direct mail
·
Provide content that matters (based on where the
customer is at in the Customer lifecycle
·
Respond in a timely matter
o
Respond immediately
How do you enlist your customers
for referrals?
·
Identify your super-fans
·
Make yourself super accessible
o
Talk to you personally and listen
·
Reward them in a way that really matters
o
Give them extra services or product discounts
o
Reach deep
·
Empower them to do cool things
o
Turn them into super-users
o
Allow them to enlist their friends
·
Arm them with cool give-a ways
o
Tethered back to your CRM
o
This is how they will enlist their friends
P.S. Please feel free to contact me if you would like more information
on each segment. www.khachusa.com or call at 714-496-4499
No comments:
Post a Comment