9. Delighting Your Customers

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  5. 9. Delighting Your Customers

1. TALK TO CUSTOMERS
When in doubt, talk to your customers
Answering support emails and reading survey responses isn’t enough
Make it easy to talk with customers, automate it.

2. TRACK NET PROMOTER SCORE (NPS)
What is NPS & why is it important?
Tracking NPS: what, how, when
What do you do with NPS data & feedback?

3. TRACK PRODUCT/MARKET FIT
How would you feel if you could no longer use the product?
Identify high expectation customers
Double-down on best customer & address what’s holding others back

4. CUSTOMER INTERVIEWS
Setting longer term product roadmap
Setting up your interviews
During interview tips
Take action

5. CUSTOMER SERVICE EVERYWHERE
Importance of customer service to startups
Hire the right people for customer support & customer success
Practice customer service internally

6. FOCUS, FOCUS, FOCUS
Beware of the shiny object
Do one thing great
Done is better than perfect.

7. TOOLS
Customer Service: Zendesk, Front
Customer Messaging: Intercom, Drift, SendSmart
NPS Tracking: Ask Nicely, Retently, Wootric
Email: MailChimp, Autopilot, Ampjar

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