love your customers…..or someone else will!

***Play Video Here****

Love Your Customers or Someone Else Will

What is Canvas On Demand? Rules of Loving Your Customers

1.  Find Your Muse 2.  Do the RIGHT Thing 3.  Engage 4.  Be Genuine

Questions

Who is Joe Schmidt?

Biography

§  Entreprenuership @ Ball State University §  MBA @ Boston College §  Brand Consulting – Coors Brewing, Kimberly Clark, MacGregor Golf §  Director of Marketing – Art.com §  Started Canvas On Demand §  Sold to CafePress Inc. 2010 §  Most Recent: CMO of CafePress Inc.

§  Newhope Church Here in Durham §  Married to Cheryl and 3 daughters – Addison, Liza and Olivia

§  Questions: @joe_schmidt

Who is our Company?

Canvas On Demand

§  Started in 2003 §  #283 INC 500 §  BIG BREAK: HSN §  1,566,718 canvases §  200+ Employees in Raleigh

Cafepress Inc.

§  Started in 1999 §  500 Different Base Products §  IPO Feb 2012 §  Worldwide distribution

Are My Pants Too High?

Are My Pants Too High?

Are My Pants Too High?

4 Rules of Loving Your Customer

1. Find Your Muse

2. Do the RIGHT Thing

3. Engage

4. Be Genuine

1. Find Your Muse

Meghan

§  GOAL: Making our customers cry! §  Establish parity throughout org §  Give a litmus test for everything §  Allows you decide what to do…

Proof

Didn't Do

Did

2. Do the RIGHT thing

Key Marketing Decisions That Questioned Conventional Wisdom

§  3-5 Day Delivery §  100% Money Back Guarantee §  Review Every Image §  Redo any product the customer doesn’t love §  Recommend buying less §  Applaud employees who reject mediocrity §  Empower CSRs to do whatever it takes to delight customer

Proof

Would you purchase a from Canvas On Demand in the future?

Definitely

Probably

Not sure

Probably not

Definitely not

Definitely

Probably

Not sure

Probably not

Definitely not

Would you recommend Canvas On Demand to friends and family?

92% YES 94% YES

3. Engage

Talking to your customer where they are in a manner that fits your brand.

§  Email is not just for blasting

§  Social flash sales

§  Doing Well by Doing Good

Engage: Email

Create systems that insert you into customer’s ecosystem

§  Use transactional emails in a big way – 16x24 bonus email

§  True email “life cycle” campaigns

§  Use Bronto (they didn’t ask me to put that there)

Proof

Over 10,000 Customer Reviews on site!

Engage: Do Social Marketing

Engage: Do Social Marketing

Engage: BE Sociable

§  Talk to customers where they are

§  Assume they are good people

§  Be grateful they are giving you their hard earned money

§  Ask them to help you

§  Give them “Hook-Ups”

Proof

Proof

Engage: Doing Well by Doing Good

MARKETING that Makes You Proud

§  Operation Hi Mom

§  Operation Hi Honey

§  Doing Good

Nearly $3,000,000 in canvas given away!

4. Be Genuine

***THERE IS A VIDEO HERE****

4 Rules of Loving Your Customer

1. Find Your Muse

2. Do the RIGHT Thing

3. Engage

4. Be Genuine

Questions

TIPS REVIEW

§  Asking questions about your business is fine...BUT… Asking GREAT questions can make your business great.

§  Don’t take yourself too seriously.

§  Don’t accept conventional wisdom without questioning it.

§  Engaging with customers is a choice we have to make everyday.

§  The key to social marketing is being SOCIABLE.

§  Marketing that makes you Proud… will create purpose for your business.