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How PrintingForLess.com Makes Enthusiast Loyalty Through Client Support, offered by Jessica Cooper



Presented BY: Jessica Cooper Drost, Online Advertising and marketing – Inventive at Bacterin Worldwide, Inc.
RECORDED AT: WordofMouth.org’s Supergenius Meeting in New York City on July 20, 2010
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WordofMouth.org is exactly where you will understand to be a good term of mouth marketer.

To see much more good situation experiments like this a single, look at out our upcoming Phrase of Mouth Crash Study course meeting at wordofmouth.org/crashcourse.
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Below is live coverage from the presentation:

— Jessica: My title is Jessica Cooper and I stand for PrintingForLess.com. We print for 80,000 little to medium business enterprise buyers.

— Let’s begin with our tale. We ship utilizing FedEx completely as our vendor. They have absolutely blown us away in aiding to satisfy consumer deadlines. The time we labeled two hundred deals wrong, we contacted FedEx, and they relabeled for us and even held an plane. We’re now a FedEx consumer for life.

— What does PrintingForLess.com do for buyers? We commit in the consumer practical experience, which is much more than consumer service. It involves each individual interaction a consumer has with our business enterprise. From very first interaction to finding the item, you create a “wow” consumer practical experience. You will help you save ad revenue and increase your business enterprise in an authentic way.

— What do we do about dedication to consumer satisfaction? It’s in our mission assertion — elevating efficiency of American business enterprise by setting the normal for acquiring a truly good consumer practical experience and by delivering good position to work.

We became function versions for other businesses.

— Make on the internet own. We want our buyers to call us, so we place our phone selection front and middle on our web site. A three-4 particular person consumer service team offers with prospects to remarkable interactions.

Other things we do: when you call, you’re instantly routed to our team. No very long waits or getting to dial by way of.

— Provide totally free advertising and marketing consultations for little business enterprise buyers.

Provide a true a hundred% satisfaction promise.

Give buyers perks: new buyers get cups, longtime buyers get candies or other items.

All forms of small things create the supreme practical experience for buyers and make buyers speak about us.

— We check out not to be boring, so we insert identity to the organization. We are a substantial-tech organization in a little town. We are a dog-welcoming workplace. We have the state’s very first on-internet site daycare middle for creating good work-life balance. We are committed to the ecosystem — we use soy inks and wind power.

— Shoppers are very pleased of this. And it drives business enterprise for us. Dedication to consumer service would make persons unfold the term to other buyers.

We understood we had faithful raving followers. They get 50+ e mail for each thirty day period and we wished to leverage them without having looking like we are sending 50+ self-promotions.

— The “Flip job” began with our raving followers. We termed them and asked if they’d be inclined to participate in our program by recording how much you like organization on video clip. We gave them Flip cameras ($70) and delivered detailed directions. We gave enjoyment recommendations for filming and inspired persons to be innovative. We saved directions small and integrated a deadline. We persistently adopted-up to get videos in on time, and thanked persons for currently being included by letting them preserve the cameras.

— We received a great response ideal away. In the very first 4 months, much more than a hundred cameras had been sent and sixty five videos had been completed. This generated much more than 10,000 views on YouTube and enhanced in general frequency from video clip buyers.

An inner morale booster: we divided ourselves from sea of other on the internet competitors. All the videos of happy buyers builts rely on. The campaign also establish buzz and garnered journal coverage.

— Our campaign was profitable because of authenticity — no scripts or pointers. It was a easy campaign with a little price range. It took a single particular person to manage it. Online videos create emotional connections. All it normally takes is delighted, inclined buyers, which we now had.They had been now elevating their hands, we just gave them the usually means to explain to their stories. Our most innovative video clip was from Jason White at Mattress Safe. (shows video—it’s on YouTube and can be embedded.) Personnel now know how they have impacted other lives. This is incredibly significant to them.

Q&A

Q: Jill from Paint Bar: What was the motive for not telling buyers about the video clip cameras?

A: We didn’t want them to feel that we had been spending them for a testimonial. We chose only those people who stated they beloved PrintForLess.com, so we understood we’d get great responses

Q: Brian from WindsorONE: Have you ever thought of inviting persons who enjoy your item to the facility?

A: Yes, and we do invite persons. It’s a problem to get them to Montana, but we inspire on-internet site tours.

Q: When persons sent in videos, was there a way to measure responses?

A: There was a way to measure how quite a few observed them, and we calculated how much buyers had been buying.

Q: Jonathan Haley from Blackrock: Did you go out and promote videos?

A: That’s been a problem. We used newsletters, our web site, and YouTube. The problem is the moment you have collateral, how do you get term out about it?

Q: Lee from H&R Block: You pointed out you could do a great deal with few resources. How quite a few persons are undertaking social media?

A: Just a single. It was a single person’s plan, and then we extra some enable to adhere to up with the videos. We really don’t preview them — the moment buyers are carried out, they send us backlink and we’re carried out.

Likes: one

Considered: a hundred forty five

supply

Ads by WOW Trk

How PrintingForLess.com Creates Fan Loyalty Through Customer Service, presented by Jessica Cooper

PRESENTED BY: Jessica Cooper Drost, Online Marketing - Creative at Bacterin International, Inc.

RECORDED AT: WordofMouth.org's Supergenius Conference in New York City on July 20, 2010

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WordofMouth.org is where you’ll learn to be a great word of mouth marketer.



To see more great case studies like this one, check out our upcoming Word of Mouth Crash Course conference at wordofmouth.org/crashcourse.

------------------------------------------------------------------------------------------------------------------------------------------------------



Below is live coverage from the presentation:



-- Jessica: My name is Jessica Cooper and I represent PrintingForLess.com. We print for 80,000 small to medium business customers.



-- Let’s start with our story. We ship using FedEx exclusively as our vendor. They have totally blown us away in helping to meet customer deadlines. The time we labeled 200 packages wrong, we contacted FedEx, and they relabeled for us and even held an airplane. We’re now a FedEx customer for life.



-- What does PrintingForLess.com do for customers? We invest in the customer experience, which is more than customer service. It involves every interaction a customer has with our business. From first interaction to getting the product, you create a "wow" customer experience. You will save ad money and grow your business in an authentic way.



-- What do we do about commitment to customer satisfaction? It’s in our mission statement -- raising performance of American business by setting the standard for developing a truly great customer experience and by providing great place to work.



We became role models for other businesses.



-- Make online personal. We want our customers to call us, so we put our phone number front and center on our website. A 3-4 person customer service team deals with leads to remarkable interactions.



Other things we do: when you call, you're automatically routed to our team. No long waits or having to dial through.



-- Offer free marketing consultations for small business customers.



Provide a true 100% satisfaction guarantee.



Give customers perks: new customers get cups, longtime customers get chocolates or other gifts.



All kinds of little things create the ultimate experience for customers and make customers talk about us.



-- We try not to be boring, so we add personality to the company. We are a high-tech company in a small town. We are a dog-friendly workplace. We have the state’s first on-site daycare center for creating great work-life balance. We are committed to the environment -- we use soy inks and wind power.



-- Customers are proud of this. And it drives business for us. Commitment to customer service makes people spread the word to other customers.



We knew we had loyal raving fans. They receive 50+ email per month and we wanted to leverage them without looking like we are sending 50+ self-promotions.



-- The “Flip project" started with our raving fans. We called them and asked if they’d be willing to participate in our program by recording how much you like company on video. We gave them Flip cameras ($70) and provided detailed instructions. We gave fun tips for filming and encouraged people to be creative. We kept instructions short and included a deadline. We persistently followed-up to get videos in on time, and thanked people for being involved by letting them keep the cameras.



-- We got a wonderful response right away. In the first 4 months, more than 100 cameras were sent and 65 videos were completed. This generated more than 10,000 views on YouTube and increased overall frequency from video customers.



An internal morale booster: we separated ourselves from sea of other online competitors. All the videos of satisfied customers builts trust. The campaign also build buzz and garnered magazine coverage.



-- Our campaign was successful because of authenticity -- no scripts or guidelines. It was a simple campaign with a small budget. It took one person to manage it. Online videos create emotional connections. All it takes is happy, willing customers, which we already had.They were already raising their hands, we just gave them the means to tell their stories. Our most creative video was from Jason White at Mattress Safe. (shows video—it’s on YouTube and can be embedded.) Employees now know how they have impacted other lives. This is very important to them.



Q&A



Q: Jill from Paint Bar: What was the reason for not telling customers about the video cameras?



A: We didn’t want them to feel that we were paying them for a testimonial. We chose only those who said they loved PrintForLess.com, so we knew we’d get good feedback



Q: Brian from WindsorONE: Have you ever considered inviting people who love your product to the facility?



A: Yes, and we do invite people. It’s a challenge to get them to Montana, but we encourage on-site tours.



Q: When people sent in videos, was there a way to measure responses?



A: There was a way to measure how many saw them, and we measured how much customers were ordering.



Q: Jonathan Haley from Blackrock: Did you go out and promote videos?



A: That’s been a challenge. We used newsletters, our website, and YouTube. The challenge is once you have collateral, how do you get word out about it?



Q: Lee from H&R Block: You mentioned you could do a lot with few resources. How many people are doing social media?



A: Just one. It was one person's idea, and then we added some help to follow up with the videos. We don’t preview them -- once customers are done, they send us link and we’re done.

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