Learn: 1) Why Customer Service is your secret weapon as a marketer. 2) How to create a customer service team that will increase sales in the front end and the back end. 3) How to create a foot-in-the-door offer to get clients in the door. 4) How to cross-sell across your customer base to make sure they have what they need. 5) How to solve your customer’s biggest problems with a back-end offer.

1. How To Increase Customer
Lifetime Value
by Ewa Wysocka & Samuel P.N. Cook

2. 1. STRATEGY fundamentals
2. FUNNEL psychology and mapping
3. EXECUTION process
4. Defining your NUMBERS (KPI’s)
5. CONTENT integration
6. PAID TRAFFIC integration
7. OPTIMISATION
8. CUSTOMER SERVICE process (increasing
Customer Lifetime Value)
Our 8-Step Digital Marketing Formula

3. LTV > 3 x CAC

4. SCENARIO #1:
LTV <= CAC

5. SCENARIO #2:
CAC < LTV < 2 x CAC

6. SCENARIO #3:
2 x CAC < LTV < 3 x CAC

7. BrendonBurchard
Optimisation Technique that is always safe to use:
Increase your Customer
Lifetime Value (LTV)!

9. 2 ways of maximising
your Customer Lifetime
Value:
1. Product Roadmap That
Maximizes Sales
2. Awesome Pre-
Purchase and Post
Purchase Support

10. Product Roadmap that
maximizes sales:
BrendonBurchard
1. Front End => your main product
2. Back End or Upsell =>first upsell should be cheaper
than Front End, second more expensive
3. “Foot in The Door” or Downsell => when your client
is not ready to buy yet have a cheaper alternative!

11. 10 Rules of Awesome Support

12. 1. Pay Attention to WHO you hire

13. 2. Identify which funnel stage the respondent is
at and adjust your message!

14. 3. Make Yourself
Accessible:
⭑ Offer phone number, chat box
and email address visible on
every crucial step of your
purchasing cycle (especially
shopping cart).
⭑ Respond to messages within 24
hours!
⭑ Be available on all possible
channels like Facebook, Twitter

15. 4. Create a Support
System
BrendonBurchard
⭑ Pick a System Designed for
Support (i.e. ZenDesk, etc.)
⭑ Integrate Website Chat
⭑ Integrate Social Channels
■ Facebook
■ Twitter
■ LinkedIn

16. 5. Create Communication
Frameworks
⭑ Make & Update an FAQ
Library
⭑ Follow-up Emails
⭑ LiveChat Templates (per
page)
⭑ Phone Call Framework
⭑ NOTE: Train Agents to
thank and support
customer.

17. 6. React to email unsubscribes

18. 7. Have simple and clear
refund policy
⭑ Give even better terms than
the local laws force you to
give.
⭑ Offer a great refund rate (most
people are honest)

19. 8. Use KPI’s for
Customer Support team
⭑ Number of Resolved and
Active Issues
⭑ Average Resolution Time
⭑ Customer Satisfaction Rating
and Net Promoter Score
⭑ Refund Saved Rate
⭑ Customer Retention Rate
⭑ Number of Closed Sales

20. 8*. Zappos’ KPI’s for
Customer Support team
⭑ Did the agent try twice to make a
personal emotional connection
(PEC)?
⭑ Did they keep the rapport going
after the customer responded to
their attempt?
⭑ Did they address unstated needs?
⭑ Did they provide a “wow
experience?”

21. 9. Use “Cart Abandonment”
emails and calls!
⭑ Make them helpful and
personal
⭑ Automate only if you have
a massive volume!
⭑ Best just call someone who
abandoned the cart and
assist

22. 10. Have customer onboarding
& delight process in place
BrendonBurchard
⭑ Not only if you are a SaaS and
B2B service provider!
⭑ Just call your new customers,
they will be surprised!
⭑ Create onboarding email +
content sequence.
⭑ Wow your customers with
unexpected gifts.

23. 2 Day conference in November...
Until then => follow us on
facebook.com/tcmeetup/
SAM! IT’S
THE LAST
ONE!!!!
YES...
BUT IT’S
NOT THE
END...