Skip to main content

Sales and Customer Success Hinge On WOW

I’ve been reading a lot about customer success and onboarding recently. It’s top of mind for me these days as we continue to onboard more and more customers at SalesWise. Two articles that have stood out: 

The Slack article was more about go-to-market strategy. In it were important tenets that were also echoed by WP Curve. This includes the importance of getting to the “wow” factor.

I wrote a post before titled “U in UX Stands for You: The Evolution of Consumer Engagement”. I highlighted the importance of early user experience like Spotify which enables users to get up and running quickly. Then, I highlighted the importance of empty-state design in “Starting With Nothing: Solving Early Churn With Empty State Design”.

After reading the WP Curve and Slack articles about the “wow” factor, it’s important today more than ever to present value immediately. For Slack, the “wow” moment was user engagement. For Spotify, it was signing up and browsing channels before listening. For a marketing automation platform, it's seeing an automated campaign in action.

At SalesWise, many customers share their "wow" moment -- getting real-time visibility into insightful data they hadn't seen before. We do this with simple, secure Oauth for services like Gmail and Salesforce. In 10 minutes, an entire company can be up and running. The algorithms and heuristics work in the background to organize it all. That's how we get to "wow" fast.

One President of a customer company said it simply: “You deliver on the SaaS promise”. That is, our platform just worked. Some customers share how other SaaS platforms they started trials with took too much effort to set up. Even in today’s world of SaaS and APIs, set-up friction is high.

Body Boss, back in the day, required too much effort to get to the "wow". We required too much setup of strength coaches. Thus, we had many coaches bail after the first and second visits.

It’s critical for companies to recognize “wow” moments, and how to deliver that as soon as a user signs up. The SalesWise “wow” factor is seeing real-time sales activities automatically organized. We're developing some new features that will highlight even more “wow”. We'll be able to help our customers instantly identify sales opportunities that may fall through the cracks. This will drive immediate value by spurring a sales rep to take action. This, in itself, will be massive in value to our customers.

Find your “wow” factor, and deliver it as soon as possible. Find ways to present value and insights without having to do much set up. Show enough to get the user to get value. You can always get more data and do more set up once the user sees immediate value.

Comments

  1. I can fully appreciate this post now that I have experienced for myself having to wait for the 'wow factor' of Sweet Hut. This post got me thinking about what wow factor I can deliver to my future clients and readers.

    ReplyDelete

Post a Comment

Popular posts from this blog

You Make Time for What (and Who) Matters

I’ve always been a big proponent that you make time for the things and people that matter. Sounds simple, right? Then, why do so many not implement this better in their lives? Let me take a moment to recognize this more explicitly.
I touched on Laura Vanderkam’s TED Talk “How to Gain Control of Your Free Time” in last week’s post. In it, she shares a story of a woman who had a leak in her home. Coordinating with plumbers, and getting everything resolved, the woman estimated that it probably took seven hours of attention. That’s seven hours of “stuff” the woman hadn’t planned on doing. If you were to ask her (or most anyone) to find seven hours in the week before, she’d have told you, “heck, no, I don’t have seven hours. I’m busy!”
I was thinking of Laura’s talk in conjunction with Jacob Christensen’s How Will You Measure Your Life. Specifically, I’m aligning “making time” with Christensen’s Resources-Processes-Priorities framework. We make (process) time (resources) for the things th…

Leadership Take-Aways from Two of NCAA’s Most Successful Coaches

On my recent Delta flight, I read an interesting leadership article in Delta’s Sky magazine – the feature piece being an interview of two of the NCAA’s most successful coaches – Coach MikeKrzyzewski (Coach “K”) of Duke’s men’s basketball team and Coach Urban Meyer of Ohio State football with five and three national championships, respectively.
Given these two coaches’ storied careers, their leadership has incredible sustainability. Here are my take-aways from the article: Both coaches took leave of absences in their careers due to medical concerns. Their successes cultivated deeper motivations to win exacting significant physical, mental, social, and emotional tolls. After stepping away, however, each returned to coaching posts to continue winning ways, but implemented mechanisms and understanding to keep themselves in check. Take-away: To operate in peak form like their respective teams, leaders, too, need to ensure self-maintenance.The interviewer asked the coaches about social medi…

My Life-Defining Moment Happened When I Failed to Make Varsity in High School

Ever stop to think about who you are? What makes you tick and tock? How about what you truly enjoy and what you’re good at vs. not good at? Or what/ who has shaped you into the person you are today?
I’m at this stage of figuring out whether to continue independent consulting while iterating on ideas for the next startup or take on some full-time employment (consulting, product management, or otherwise). My recent post about my daily/ weekly schedule was an interesting exercise in stepping back and recognizing what I’m actually doing in a day, and made me really think at the macro level.
In one of my recent reflections, I thought about defining moments in my life. One of those watershed events that truly transformed me was my failure to make the Varsity soccer team in high school. I won’t rehash the whole story here – shared the story almost a year ago in my post titled “Getting Through Dark Moments and the Most Vulnerable Story I've Ever Told Publicly”. It’s this moment that I w…