THE POWER OF PURPOSE. In Customer Success. WENDI STURGIS Chief Customer Officer Yext Gainsight. All Rights Reserved.

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1 Gainsight. All Rights Reserved.

2 THE POWER OF PURPOSE In Customer Success WENDI STURGIS Chief Customer Officer Yext Gainsight. All Rights Reserved.

3 Gainsight. All Rights Reserved.

4 COMPANY Gainsight. All Rights Reserved.

5 A new channel for customer engagement 1st Party Web Traffic Search, Maps, Directories, Voice, Chat 73% of high-intent traffic is going to new services Gainsight. All Rights Reserved. Study of 20,107 business locations conducted by Yext in February High-intent traffic represents mobile searches for nearby businesses.

6 More customer interaction points than ever with new consumer services GPS SOCIAL AR / VR VOICE CONNECTED CARS CHAT CONNECTED HOME MOBILE FIRST MOBILE MAPS MOBILE APPS MOBILE WEB CRM WEBSITE SEARCH ECOMMERCE Print Gainsight. All Rights Reserved.

7 The world s biggest brands have adopted DKM RETAIL FINANCIAL SERVICES FOOD SERVICES HEALTHCARE HOSPITALITY DIGITAL AGENCIES Gainsight. All Rights Reserved.

8 Digital Knowledge Management Drives Customer Success DRIVE REVENUE FROM MICRO-EXPERIENCES ENGAGE CUSTOMERS IN THE LAST MILE IMPROVE WCM PERFORMANCE 14.45x ROI from online orders 63% MORE ACTIONS like Get Directions and Clicks-to-Call 44% MORE TRAFFIC to doctor pages on steward.com 15% OF ORGANIC ORDERS from local pages 186% MORE CLICKS to website 174% MORE IMPRESSIONS for locations.dennys.com Qdoba, Comcast, and Steward metrics were computed by the customer in whole or in part without involvement or verification by Yext. Qdoba returns reflect the value of online orders in October 2017 relative to the cost of the Yext product; historical value of online orders attributable to the channels prior to the implementation of Yext products have not been excluded. Comcast percentage measured as of Fall 2017; Steward percentage increase measured in the five months since implementation of the Yext product. CorePower Yoga, VRG, and Denny s percentages were computed by Yext and represent increases over the 18 months, 9 months, and 2 years since the implementation of the Yext product, Gainsight. All Rights Reserved. respectively. These metrics are illustrative only and may not represent the experience of any other current or future customer and are not a guarantee of results. All or a portion of returns or percentage increase may be attributable to factors other than Yext s products such as general economic or industry conditions or other customer initiatives.

9 TEAM Gainsight. All Rights Reserved.

10 We set a goal to be the best CS team EVER in NYC

11 HOW WE ROLL Gainsight. All Rights Reserved.

12 What are the values that define how we work with Clients? Responsive, thorough, detail-oriented, and proactive Advocates, trusted consultants, and experts Get it done mentality Go-to-person for all needs Innovative Problem solvers and solutions focused Confident Client-centric at all times Creative and willing to customize Empowering Gainsight. All Rights Reserved.

13 An Incomplete List of Tactical Actions We Can Take Focus on knowledge sharing Being present - paying attention in trainings, being on site with clients Communicate clearly Ask for help Set expectations - both internally and externally Utilize tools at hand - Gainsight, Chatter, etc. Be diligent with record keeping Gainsight. All Rights Reserved.

14 CUSTOMER SUCCESS PURPOSE Successful and happy Customers, that simple. Amplified Message of those successful and happy customers. Boom! At Yext that includes: Customer Advocacy Customer Engagement Customer Education Gainsight. All Rights Reserved.

15 Customer Success Purpose: Customer Advocacy Activity Impact CAB Launched Yext s first Client Advisory Board of 14 clients Sounding board for Product, beta tests, user groups Sales References 122 Referenceable Clients (117 Ent, 5 MM) Earnings Call References Customer Showcases / Case Studies Implemented process to collect client permission to mention company on public quarterly earnings calls 10 new clients gave approval 38 Customer Showcases Live on Yext.com Website 100+ Case Studies referencing Customers & Facts Gainsight. All Rights Reserved.

16 Customer Success Purpose: Customer Engagement (Always On NPS) NPS Program Rolling Always On Approach Monthly Survey to segment of clients Send single NPS Question (See Above) semi-annually to each client: One at 3 months (Post Implementation) One at 9 months (Pre-Renewal) Impact Monthly Cadence will enable more contextual feedback Feedback at targeted points in the customer life cycle Scalable process requires less heavy lifting on regular basis Differences Cadence (Monthly vs. Manual effort every 6 months) Target customers (Segmented by start date vs. all clients) Number of questions (One vs. Six) Gainsight. All Rights Reserved.

17 HOW WE BRING HUMANITY TO OUR WORK Emphasize the human side of our work, the greatest technology doesn't always win Over Celebrate NPS Wins February NPS was a 92, celebrated company wide No detail too small, executives get their hands dirty We focus on hiring genuinely likeable people Bring the geek with the fun Gainsight. All Rights Reserved.

18 Customer Success: Tying it all together with process Gainsight serves as the foundation enabling many of our Customer Programs: Evaluate Client Health Administer NPS and Surveys Analyze Product Adoption and drive consistent responses from the Services Team Operationalize the customer journey / lifecycle Team Performance (Reporting) Gainsight. All Rights Reserved.

19 What Our Customer Say Truth be told the enormity of what Yext offers is not something that the folks within our four walls have the bandwidth to focus on. We had to find a vendor who d be our watch dog for us hold our hand, ensure we are doing the right things, says Dillon. Yext has done that for us, and then some. Everyone on the team from top to bottom is fantastic. The service element of what Yext offers is a really big deal. From the beginning, Yext s team showed such a willingness to help me solve my core problems, praises Stahl. They are forward-thinking and consistently go above and beyond to make sure we are optimizing our local presence and identifying potential opportunities for improvement. We rarely have to ask the questions because they continually anticipate what we re looking for. The team at Yext has been great to work with! Any time I run into a problem with Facebook, a duplicate listing, or an issue with a publisher, I let them know and they take care of it immediately, says Reinhardt. They really have been an extension of what I do for KOA local marketing, without my having to hire another employee. Gainsight. All Rights Reserved.

20 YOU Gainsight. All Rights Reserved.

21 Gainsight. All Rights Reserved.

22 Dale Carnegie: What s Old is New Again Become genuinely interested in other people. Smile Remember that a person's name is, to that person, the sweetest and most important sound in any language. Be a good listener. Talk in terms of the other person's interest. Make the other person feel important and do it sincerely. Gainsight. All Rights Reserved.

23 My Inspiration Gainsight. All Rights Reserved.

24 The Little Things 1. Be Kind to Everyone 2. Honest 3. Take an Hour a Week to Help Others 4. Walk the Talk 5. Own Mistakes in Totality Gainsight. All Rights Reserved.

25 Selling Through Curiosity with Barry Rhein A few key things that have made us more human: You have to earn the right of a relationship Put the time in RBE efforts True intellectual curiosity Gainsight. All Rights Reserved.

26 TAKEAWAYS MISSION ATTACHED TO BIG PROBLEMS HUMAN CONNECTIONS BALANCE PROCESS AND HUMANITY CURIOUSITY Gainsight. All Rights Reserved.

27 Gainsight. All Rights Reserved.