It’s the contestants' final opportunity to showcase their skills as they pitch their customer success strategies. Who will rise to the occasion and secure a spot in the last Blox-Off?
The episode kicks off with the announcement of the day’s pod winners, and you’ll see plenty of new faces. Their challenge is to repeat the day's exercise, followed by a round of pop quiz questions. All nine pod winners crush it, but only three will get to wear the red jerseys tomorrow.
The final lesson focuses on customer success and how to create loyal, lifelong customers, covering everything that needs to happen post-sale. The last challenge puts the Bloxers in a role-playing scenario where they act as customers experiencing their journey—a true test of empathy that requires them to walk in their customers' shoes. With the competition at its peak, the Bloxers are ready to give it their all for a final chance to get on stage. After their pitches, they have one last consultation with the judges to soak up every bit of knowledge before the experience ends.
The finale is just around the corner!
This lesson underscores the critical importance of Customer Success in the realm of startups, emphasizing its role as the missing piece of the entrepreneurial puzzle. In a world where customers demand a meaningful experience, statistics reveal a staggering shift in focus towards customer satisfaction. However, the problem lies in the common startup narrative – an intense focus on creating a market solution and grabbing attention, followed by neglecting the customers post-sale.
The analogy of a "One Night Stand" describes the prevalent behavior: enticing customers, making promises, but abandoning them after the sale, leading to confusion and potential churn. The lesson advocates for a paradigm shift, rejecting the notion of a post-sale phase and embracing Customer Success as an integral part of the entire business funnel. Customer Success, often considered the last third of the funnel, involves more than customer service. It's a strategic approach encompassing onboarding, habit creation, time-to-value, and engagement. The goal is not merely acquiring customers but retaining them.
The lesson delves into the importance of onboarding, emphasizing the need to swiftly deliver value to customers, ensuring a positive initial experience. Following onboarding, the focus shifts to engagement, with a proactive approach to customer education, support, and connection-building. A significant challenge highlighted is the "Presenter's Dilemma," where assumptions about customer understanding post-sale can lead to issues. The importance of early education and ongoing customer training is stressed to ensure customer satisfaction and, consequently, retention.
The incorporation of technology into Customer Success is essential, with automation suggested for repetitive tasks. The lesson concludes with a financial perspective, illustrating how high-quality retention enables increased spending on customer acquisition, ultimately contributing to long-term business success.
Would you rather be on it?
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Aaron Quinonez is a Marine 1st Anglico veteran and the founder of the veteran nonprofit: Q Missions. He received the 2016 Distinguished Service to Veterans award and the 2018 Superior Award from the Department of Veterans Affairs. He was also awarded the 2017 Hometown Hero award from Kiro7 news. Aaron, also known as Sgt Q, found his true purpose when he traded the battlefield for the mission field and began building homes and churches, feeding children, and supplying precious hope to struggling communities. He was called to found QMissions, a pathway for veterans and found healing through the joy of serving.
Alex is a strategic executive with a proven track record for driving operational excellence and profitability. With a seasoned entrepreneurial spirit, Alex produces results by capitalizing on market insights, developing scalable sales and operational processes, and galvanizing teams toward ambitious goals. As a proven product and software leader, Alex specializes in developing scalable products that achieve user desirability and market viability. An accomplished leader, Alex establishes cultures of accountability, transparency, empowerment, and excellence. With a distinguished consulting background, Alex has a history of successful partnerships with tech startups, driving multimillion-dollar revenue increases. Notably, Alex has successfully led two organizations through acquisitions, showcasing exceptional leadership and business acumen.
Amber is a Professional Organizer who decided to use her education in an unconventional way, turning her passion for order into a career. Her mission is to prevent frustration and share her expertise to help people transform their cluttered, messy areas into their favorite spaces. From closets and offices to kids' rooms, paper clutter, garages, pantries, automobiles, and commercial spaces—if it's messy, Amber and her team, The Organizer Chicks, can organize it! In addition to organizing, Amber offers packing and unpacking services and specializes in Time Management. She loves conducting corporate trainings, workshops, and seminars for civic, religious, or women's groups, both in person and virtually. Amber's unique approach and dedication make her a sought-after expert in creating organized, efficient environments.
Brian Will is a serial entrepreneur, a two-time Wall Street Journal bestselling author, and a leading consultant in business and sales management. Throughout his dynamic career, he has had the privilege of founding or co-founding ten companies across four distinct industries, with valuations soaring over half a billion dollars at their height. His journey has been marked by spearheading turnarounds for diverse companies, from startups to Fortune 500 firms, guiding them to generate billions in sales. Brian's diverse experience has equipped him with an in-depth understanding of agile methodologies and principles, allowing him to teach and implement these strategies effectively across all levels of an organization, from eager development teams to discerning executive boards. In his current ventures, Brian is at the helm of a flourishing chain of restaurants in the Atlanta area and manages a robust portfolio of residential and commercial real estate across Georgia and Florida. In addition to his entrepreneurial endeavors, he is dedicated to serving his community as a member of the city council in his beloved hometown of Alpharetta, Georgia.
Emily Keyes is a powerhouse in the global recruitment industry, renowned as a top-tier career matchmaker for executive-level creative, entertainment, and digital talent. As the founder of The Talent Boom Group, Emily bootstrapped the business in 2012, expanding its reach across three continents. Under her leadership, the company has achieved remarkable success, pulling in millions of dollars in profit annually while maintaining its status as a bootstrapped yet top-quality boutique recruitment firm. Emily's expertise lies in matching elite talent with the world's largest brands, advertising agencies, Fortune 500 companies, and scaling startups on a global scale. With a personal background spanning three continents, she is particularly passionate about assisting expat hires and nurturing expat talent. Based in Miami, Florida, Emily is not only a career matchmaker but also a dedicated business coach and mentor. Through The Global Business Coach, she helps business owners strategize their ventures and break free from emotional barriers to achieve success. Furthermore, Emily's role as a TV business judge and coach for over 300 start-ups and small businesses across the US has solidified her reputation as a trusted advisor in the entrepreneurial community.
Melissa Villanueva is a tenured entrepreneur and the driving force behind Brewpoint Coffee, a company renowned for its commitment to community, inclusivity, and sustainable growth. With nearly a decade of experience in the coffee industry, Melissa has transformed a small coffee shop into a multi-million dollar business ecosystem. Her journey in Brewpoint began with a simple yet powerful vision: to create spaces that are more than just coffee shops, but community hubs fostering connections and thriving local economies. Her approach to business is grounded in her belief in the transformative power of community-centric spaces. Featured in Entrepreneur Magazine for her initiatives supporting business owners of color, Melissa is recognized not just as a successful businesswoman, but also as a community leader and advocate for inclusive entrepreneurship. Melissa's dedication goes beyond the walls of Brewpoint. She is passionate about sharing her knowledge and experiences, often engaging in public speaking and mentorship roles, inspiring others in the entrepreneurial community. Her story is one of resilience, innovation, and an unwavering commitment to building businesses that positively impact society.
Michael Grajewski is the owner of Lobster & Beer, a unique dining establishment that pairs fresh, delectable lobster dishes with an impressive selection of craft beers. Under his leadership, Lobster & Beer has become a go-to spot for seafood and beer enthusiasts, known for its relaxed atmosphere and top-notch menu. Michael's passion for quality food and beverages, combined with his commitment to providing an exceptional dining experience, has made Lobster & Beer a beloved destination for foodies and beer lovers alike.
Ryan is dedicated to helping small to mid-sized businesses achieve their goals by enhancing profitability, increasing capacity, improving cash flow, developing sustainability, and supporting growth and expansion through rapid-response business funding solutions. Unlike typical funding sources, Ryan has strong connections with reputable private lenders with vast amounts of capital, offering solutions where many banks and conventional sources cannot. Ryan works directly with business owners across various industries, including restaurants and bars, auto repair shops, private-practice medical professionals, retail outlets, and more. Partnering with Break Bread Lending means accessing the fastest, most efficient, and effective business funding solutions available, tailored to what business owners need right now. Services include fast, unsecured merchant advances up to $10M, real estate-based funding, equipment funding, fast funding and working capital, credit repair and monitoring, revenue-based funding, non-revenue-based funding, start-up funding, IRA and 401k-based funding, business lines of credit, SBA and long-term funding, invoice factoring, asset-based funding, and the employee retention tax credit (ERC). What sets Ryan apart is his personalized, one-on-one approach, allowing him to deeply understand each business and its specific needs. Ryan's mission is to help businesses succeed through his services.
Stephanie O’Dea is a prominent figure based in California, known for her expertise in slow cooking and her successful career as an author, blogger, and public speaker. She gained widespread recognition for her blog, "A Year of Slow Cooking," where she documented her journey of using a slow cooker every day for a year. This unique project led to multiple best-selling cookbooks and numerous media appearances, including segments on "Good Morning America" and "The Rachael Ray Show." In addition to her culinary endeavors, Stephanie is a motivational speaker who inspires others with her practical advice on time management, home organization, and achieving a balanced lifestyle. Her approachable style and down-to-earth tips have resonated with a wide audience, making her a trusted voice in the realm of home and lifestyle improvement. Stephanie continues to share her passion for slow cooking and organized living through her books, blog, and speaking engagements, helping people simplify their lives and enjoy home-cooked meals.
Tiffani Brown, a native of North Philly is the Executive Director of TeamPHCA, bringing a dynamic blend of experience in reality TV, where she has showcased her skills as a judge for entrepreneurs. Her expertise extends into business consulting, where she has guided numerous ventures toward success. Tiffani’s work is deeply rooted in her special connection with adults with special differences, driving her passion and commitment to creating inclusive opportunities and impactful community programs. Under her leadership, TeamPHCA continues to thrive, making a meaningful difference in the lives of those they serve.
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