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      Striving to Make Customers Successful is Always a Win-Win Strategy


      Video

      About the Talk

      At one of my previous companies, my customer success team and I were tasked with increasing product adoption. We worked hard to ensure that our strategy and tactics were aligned with that outcome. At the time, we believed that a greater adoption would allow customers to realize greater value from our product. “Time to first value” was an important metric. Everyone was confident that this would lead to our customers’ success and result in a higher retention. Before long, survey data started pouring in and the results were quite surprising. Our strategy had been wrong all along.

      What You’ll Learn

      • When your strategy focuses on your customers’ success, it produces a win-win partnership.
      • Your feedback is key to ensuring that providers align their plan of attack to your desired outcomes.
      • Your product is only as good as the value customers get from it.

      About the Presenter

      Danielle Fisher, Vice President of Customer Support & Success at DigitalOcean, is an award-winning Customer Success and Support Executive with more than 15 years of global experience from America to Asia, Europe, and Africa. She has a knack for creating transformational strategies centered around customers’ success. She won a number of industry awards, including the 2019 Executive of the Year Award for Excellence in Customer Service and the 2013 CS Executive of the Year Award from the International Business Awards.



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      Balancing the Triangle of Business Stakeholders: Serving Investors, Customers, and Teams


      Video

      About the Talk

      How do you help your investors, customers, and team members succeed? Jeff Guy, DigitalOcean’s Chief Operating Officer, shares how to overcome the challenge of balancing their disparate needs to keep the “triangle of business stakeholders” in harmony.

      Resources

      About the Presenter

      Jeff Guy is DigitalOcean’s Chief Operating Officer. He is focused on customer success, revenue growth, and overall company efficiency. He currently oversees strategy deployment, customer support & success, business development, product management, UX, business operations, and strategic sourcing and procurement.



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      Why Should You Care About Your Customer’s Journey?


      Video

      About the Talk

      Rafael Mojica, User Experience Professional at DigitalOcean, guides you through the benefits of understanding and minding your customers’ journeys. Using data and design-driven techniques, Mojica shows efficient ways to plot out the journey and create more well-rounded experiences for your customers.

      What You’ll Learn

      • Why should you care about your customers’ journey
      • Ways of understanding that journey
      • Tactics to make better decisions in order to create a better experience for your customers

      Resources

      About the Presenter

      Rafael Mojica, VP of User Experience at DigitalOcean, is a multidisciplinary interaction designer. He’s passionate about expanding the benefits of design thinking and communications into all aspects of a business. At DigitalOcean, he leads a strong team of professionals that are designing tools that help people build successful businesses on the cloud.

      A Note From Rafael

      “If you’ve seen my previous talks, you’ve heard me say that if you’re building something for someone else, you’re making design decisions. Whether you’re aware of it or not. There’s another layer of complexity: when you’re building a product or providing a service, there’s a journey that your customer follows before and after interacting with your product. Are you aware of that journey?

      These journeys are full of touch-points that you may or may not be able to influence. If you have the ability to influence them, do! They’re part of your customers’ experience. If you can’t, at least you should be aware of them so that your product or service lives in harmony with the “ecosystem” around it.

      In this talk, I will guide you through the benefits of understanding and minding your customers’ journey, ways of plotting it efficiently, and some tactical points on how to be effective at creating more well-rounded experiences for your customers.”



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