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Thanks for this awesome response. 96% upsells or referrals is an incredible stat-- congrats to you!
A lot of businesses tend to let customer retention fall by the wayside, putting more focus on acquisition. You clearly understand the value in focusing on the foundation (retaining those customers) first.
Thanks for the link, what an awesome article. You are totally right, social proof is such a powerful tool for retaining your customers. I actually wrote quite a bit about it in this post here: https://www.appcues.com/blog/customer-retention-strategies
Thanks so much for commenting and sharing your success!
Actually, I try to use email follow-ups as a last resort. I generally use Twitter and then LinkedIn if I haven't heard back from the person in question.
Also, before sending any follow-ups via email or SMM channels, I highly recommend sharing the most recent piece by this blogger. That always pays off, especially if you create a customized image. (here's a good example: https://twitter.com/AlexTachalova/status/1001778570849587200
We make it a habit to check in with our clients at least 1 time per month. Just a simple email or phone call to ensure the client is happy and to see if there is anything we can do to make our services better. While we're not primarily a SaaS company, our services are very similar to those of an enterprise SaaS and it's important that we don't lose sight of our core value in preemptive customer service.
For SaaS companies with possibly thousands of customers I typically recommend the following:
- Make sure it is easy to collect feedback.
- Make sure you are actually resolving customer support issues (this is where a lot of SaaS companies fail).
- Make sure it's clear what your service is and what it is not.
In our case, we've retained over 96% of our clients and have often upsold or received referrals for additional work from those same clients.
As a catch-all, make sure you're creating social proof that your solution works and that it's clear your customer base is happy. We recently published an article on the subject that you can read here - https://www.folsomcreative.com/blog/marketing-testimonials/
That's a good question, Josh.
I'd recommend a weekly follow up for a period of 8 weeks, at most. However, care needs to be taken to ensure that your copy is smart, persuasive, and value adding. It helps to embed some of your success stories/case studies + product features most relevant to the industry of the email recipient. Also, more follow-ups do not translate into higher conversions. In fact, you need to have a Sunset Policy in place most 6-7 follow-ups. It is important to walk away and not sound overly desperate since that can eventually cause dissonance.
There are many onsite ways to encourage community participation. A common one is to allow people to create a profile on your site.
You can also assign badges to active or valuable users. A bit of gamification with a most active, trusted, longest standing user list helps facilitate that.
Having a dedicated community manager who responds to users, gives feedback and offers help when needed is also a good idea.
Last but not least including the best contributions in the actual editorial site content is a huge benefit for community members.
This is wonderful. Thanks for taking the time to respond and sharing your insights, Daniel!
Lots of good answers here already. One thing to consider is effort versus reward. You can sink a lot of time into promotion but like most things, it follows the 80/20 rule. I run our own webinar program at GoToWebinar and more than 90% of our sign-ups are driven by email. And that's not for lack of doing all the other stuff. So if you're strapped for time (which given that you're a growth hacker you surely are ;-) I would recommend only focusing on two things:
1. Build your emails list and use it as your primary vehicle for promoting your webinars. Your webinars are how you convert your list into business.
2. Partner up with someone who already has a big list. Could be a company offering an adjacent product or service or could be an influencer.
One other thing to remember is that the effectiveness of your promotion will be tied closely to the attractiveness of your content. Luckily there's an easy way to make your content extra juicy and that's by giving your webinar a killer title. There are some proven formulas we've found in analyzing about 350,000 webinars run on our platform. We've put them together in this guide: https://blog.gotomeeting.com/the-big-book-of-webinar-stats-everything-you-ever-wanted-to-know-about-webinars/
All the best!
Hi, thanks for the comment.
Agreed! create urgency looks to be apter.
It's interesting to note that GrowthHackers itself uses network effects to grow this community.
From the outside looking in, it seems this community has grown faster than most as a result of NFX. And they were able to do this with a relatively small team.
That said, I think the greatest hindrance of growth will be from negative NFX. That exists because there's a limit to what we as a community see on the front page. Reddit solved this problem by creating subreddits.
I feel Inbound.org began to erode because their community began to deteriorate, and their redesign practically killed the NFX of smaller communities, like @joelklettke 's landing page community.
I'd be interested to see how @anujadhiya, @danihart, @sean, and the rest of the GH team continues to grow this community.
Genuine, meaningful engagement goes a long way. Dont think of it is a sales tool. Be you, share your expertise and tweets that are interesting to you and in line with your product and the network will naturally grow. It won't happen overnight, unfortunately.
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