What You’ll Learn From This Episode:
How technical hurdle can stop you from focusing on your core business
Getting customer feedback using NPS (Net Promoter Score)
Why retaining and having a happy customer is important
Related Links and Resources:
We have a free PDF that will show you 6 ways that you can retain more customer without worrying of adding additional traffic and get more people on the top of your funnel. It will be https://paykickstart.com/retention-accelerator/
Mark Thompson is the co-founder of PayKickstart.com - a SaaS that is reinventing the modern-day shopping cart and affiliate management, helping thousands of businesses and Entrepreneurs sell more, maximize customer lifetime value and automate subscription commerce. Mark has spent over a decade in the world of marketing and software, selling over $20+ million dollars of his flagship training programs and software.
Here are the highlights of this episode:
1:38 Mark’s ideal Client: We work with a lot of digital entrepreneurs, who work with a lot of small businesses like solopreneurs, small to medium size businesses anywhere from doing software information products to running a membership site. That's really who we target.
2:00Problem Mark helps solve: When it comes to accepting payments, managing current payments, managing affiliate partners, there's a lot of technical hurdles that online business owners will encounter. We really alleviate all those technical hurdles when it comes to accepting payments, having your customer go through the buying process, and communicating with your customer throughout the buyer's journey. We handle that for them.
2:46Typical symptoms that clients do before reaching out to Mark: A lot of the people we talked to have challenges with growth, with scale. They hit a road block and they're losing profit and revenue because of XYZ. Every customer we talked to is a little bit different but most of the time is prohibiting them to grow their business.
3:25What are some of the common mistakes that folks make before finding Mark and his solution: The biggest mistake I've seen is that people try to take their billing and affiliate management platform in-house. They try to have development resources, they spent time, money, and energy trying to handle all that themselves. What ends up happening is, it takes them away from their core business, who they're trying to target. All they're to do is sit there and figuring out 'how do I do PayPal integration.. how do I start accepting credit card..' so they started to do all those stuff from scratch and it takes away from their core business. That's why people or other online businesses will utilize our platform, so that they can integrate seamlessly, they can be set-up right away and they can focus on their core product and service.
4:35Mark’s Valuable Free Action (VFA): The biggest thing and where things are starting to shift is getting customer value; customer happiness. People are buying, and staying customers if they're happy and they're using your product. So, the main thing that I always tell our customers is you need to gauge on how happy your customers are. Something as simple as doing an NPS score; it's a simple one question of how are we doing, rate it from one to ten. Anyone who's giving you below than eight, there's usually something hang-up in the buyer's journey where you can improve on it. It could be something like pre-sales or could be after the sales. It's important to be able to gather that intelligence and then come out with a system in reaching out to them and getting that customer feedback.
NPS means Net Promoter Score. And like what I said, it's a simple one question. Sometimes people think 'I need to send a survey with 15 questions to my customers' but the problem is customers just like you, everyone's busy. They don't have time to fill-in so many questions out. One of the things why NPS is so effective because it's one simple questi...