Webhero: why invest in customer experience if everything is already running smoothly?

Who is Webhero?

Webhero originated from a digital agency in Leuven specializing in custom websites, web applications, and e-commerce platforms. In May 2014, the first Webhero website rolled into the digital world. This marked the start of a solid success story, with over 3,000 customers who consciously chose an affordable website that they can easily manage themselves without worrying about technical aspects.

In short: Webhero helps freelancers and small businesses with their online presence. We ensure today that your website of tomorrow is findable and stays up to date.

The CX challenge? Keep investing in customer experience!

“Hi Sarah, Our sales and customer success team has grown significantly over the past 3 years, and we would like to take a training course together to communicate in a more customer-centric way.” That was, in very brief, the challenge for Nele, Customer Success Manager at Webhero.

I admit, I was a bit surprised at first. After all, I know firsthand just how satisfied Webhero customers are with both product and service, and most companies usually only call us with these kinds of issues when there is an acute problem. I should have known that the digital heroes are much smarter, and despite very good satisfaction scores, they want to continue investing in customer experience! The biggest challenge here, therefore, lies not in dissatisfied customers, but in a solid growth story with an ever-growing client portfolio. How do you maintain consistency in your experience, and does everyone internally still understand the meaning of 'customer-centric' as we see it? Exactly what we at Customerry love to do: help entrepreneurs keep customer experience in the spotlight!

The mission? To make the customer experience even more "tangible".

At Customerry, we have a soft spot for SMEs. Even more so when those SMEs help other entrepreneurs make their businesses successful. And admittedly, especially when we are customers ourselves :-) So it goes without saying that I was immediately enthusiastic after reading Nele's question. But how exactly do we go about this?

Step 1: Listen and sharpen the objective

After an intake meeting and an assessment of the budget and approach, we start with a half-day workshop for the management team. The objective? To clarify exactly what “customer-oriented communication” means.

We provide the insightful questions, the management team the answers, and we facilitate the discussion if necessary. Starting from the organization's values, we determine what is and isn't acceptable in communication. On the other hand, we clarify several general agreements, such as what an email should look like, when the customer (or colleague) can expect a response, how to answer the phone, and numerous other practical agreements.

Step 2: Building a one-day workshop tailored to Webhero

With input from a few web heroes, we dive into our workshop toolkit and build a one-day training course around customer-centric communication, fully tailored to their questions and stories. The content of the modules and how long we spend on each section always depends on the specific client request. Because we actually have to train few to no "dissatisfied customer conversations" in this case, we had more time to invest in other facets of customer experience.

So we also looked at "what customer promises exist" and "how to turn a satisfied customer into a true, loyal ambassador." The result was an interactive workshop that goes far beyond 'how do you best answer the phone?'

Step 3: Getting everyone enthusiastic and on the same page

During the training day, we work with interactive methods. You don't invest in customer experience by listening to dry theory all day long. In this case study, there was plenty of room for practical examples and exercises. For instance, we switched roles, and Customer Success was suddenly assigned the role of the customer.

Here too, the participants reacted enthusiastically to the "serious noses" mat , a tool that ensures you move frequently during the workshop and allows you to provide instant feedback on a specific idea or concept. Moreover, you learn better when your body can move in between.

What did the web heroes think of the training? You can hear and see it here:

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Step 4: Effectively follow up on investments in customer experience

At the end of every customer-oriented communication training, I provide the client with 3 things:

1. Their employees' personal customer-oriented action plan. After all, investing in customer experience must actually pay off. That is why we let participants note down for themselves what they will be working on from now on.

2. My parking garage. Throughout the session, I hear, see, and feel operational points that need to be fixed to ensure the customer truly feels the desired experience. For us, this action list is a minor effort; for the customer, it makes a world of difference in follow-up.

3. The Customerry next steps. At an SME like Webhero, one day is often sufficient to immediately assess which potential investment in customer-oriented working might still be worthwhile. We summarize this briefly and provide it to you, so you can get started independently.

We will discuss all these matters with the Webheroes from the first workshop. This way, every team lead knows exactly which action points their own employees envision and what potential areas for improvement lie ahead for the future. I already know of some exciting plans for the Webhero customers! #exciting

Why does Webhero choose Customerry?

I have been following Customerry from the very beginning, where she shares knowledge via webinars, newsletters, etc. It consistently became clear that Sarah has a lot of know-how regarding the best way to handle customers and which small adjustments have a big impact within customer service. That is why I was immediately convinced to contact Sarah when there was an internal request to organize training on customer focus.

The expectations have also been fully met. Every colleague has picked up different things that will help him/her grow further in his/her role. We are already noticing among ourselves that everyone is getting started with their personal action plan. It is great to feel that, as a company, we can further develop in customer focus with the entire team through the training.

Nele - Customer Success manager

Finally: this is why we are fans of Webhero!

At Customerry, we are and will remain a loyal Webhero customer because of these 5 assets:

• Five-star support (really!)

• SEO-optimized site & a very intuitive interface

• All kinds of e-books, tools, and webinars to keep up in the digital world

• Possibility to have your site grow with your business, e.g. through a webshop, etc.

• A great and close-knit team, where you can always go with a question or a thought exercise, and above all, a big heart for entrepreneurial Flanders!