Strategies for Engaging Customers During Peak Times

Want to take pressure off of your CSM team? Want to do a 1:many activity? Want to drive engagement? Start a peer-driven Office Hours. Your team doesn't need to prepare slides. Your team doesn't need to be the only expert in the room. Your team doesn't have to be the one always driving conversation. Here's how I'd look to execute this: 1. Coordinate with your CSM team - who is the persona we are trying to impact? (and more specifically what outcomes are they trying to achieve) 2. Reach out to 5 customers who fit the bill - ask them a few questions about current challenges, and opportunities and pick out 5 key topics. Not to mention ask them to be your early adopters. Get specific, something like “what’s the most impactful project you’ll complete this quarter?” Or “what’s the riskiest program you have running for your customers?” 3. You have 5 topics for 5 weeks of calls already scheduled... build it out on a simple calendar that anyone can sign up for and drops an invite on their calendar (extra credit if you capture current challenges/opportunities for everyone signing up, even more ideas) 4. Hop into the call and be the call leader - quick intro about what we're all doing here, the one key question we are trying to solve, and how the flow of the day will go. 5. After you end the call, take the insights and package them up into - a short video recap, a blog article, a PPT slide, a social post, or a community thread. You can start simple - it just needs to be valuable and consistent for your audience. You took one call and now have content you can send via email, in-product announcements, etc. What are other simple ways to get started on 1:many activities with your customers? --- #customersuccess #saas #software

3 in every 4 customers believe it takes too long to reach a live agent. Now imagine being able to deliver service and helping customers twice as fast as your competition. That's a serious competitive advantage. Here’s how you can make it happen 👇 1. Implement a call-back system to free customers from the frustration of waiting. 2. Use AI-powered chatbots to reduce the load on your team and speed up response time. 3. Equip your team with comprehensive training to handle inquiries more efficiently. In a world where speed is key, imagine not just meeting but exceeding customer expectations. By implementing these strategies, you're not just cutting wait times. You're crafting an unparalleled customer experience.

For eCommerce brands, major tentpole events are must-win days. And, today, we’ve released a detailed paper on how to make the most of these opportunities… A tentpole event is a major sales event that usually occurs just once a year. This can include anything from events like Prime Day or Black Friday, to holidays like Valentine's Day or Halloween. Traditionally, tentpole events were used to drive large, short-term spikes in sales during holiday shopping events. However, the true power of a major sales event is its long-term effects: Sustained rank improvements, customer LTV growth, and a strengthened brand presence. So how do you make the most of the event to maximize short-term sales and capture the long-term benefits? 1. Build The Hype Promote the tentpole event by reaching your customers via email and SMS. One option: create an SMS message or email sequence targeted at customers labeled “inactive” or “dead” in your email list and re-engage them to push them to Amazon. Then, send another email and SMS to the same list of customers at the start of the event. This can lead to a larger share of organic traffic, turning a 5x day into a 20x day. 2. Make Real-Time Campaign Adjustments A tentpole event is not the time to “set it and forget it”. Brands fall behind because they don’t actively monitor or adjust campaigns during peak periods. To avoid this, utilize platforms that provide real-time data insights and periodically adjust your spend to capitalize on spikes in traffic. 3. Offer Dynamic Pricing And Promotions Monitor competitor pricing and discounts in real-time and have the flexibility to adjust your deals to remain competitive. Use automation: Tools like Perpetua can help automate bid and budget adjustments, ensuring you capitalize on the highest traffic moments. 4. Specific Advertising Adjustments - Increase advertising budgets during the tentpole event and loosen frequency caps for more visibility. - Prioritize retargeting and remarketing ads to re-engage pre-event audiences. - Use top-performing creative for audiences with high DPV (Detail Page View) rates. - For Sponsored Display, leverage vCPM bidding to secure premium placements (especially on Prime Exclusive Deal (PED) pages) - Sponsored Brand Videos are highly effective at capturing unbranded traffic. Create videos that speak to your customer needs (e.g., “Looking for a gift?”). - For Sponsored Products, adjust budgets hourly during peak times. Increase bids on top category keywords, and use Search Query Performance data to optimize visibility. - - - - - Today, the Cartograph team published an extensive guide to capitalizing on tentpole events on Amazon. This report is based on 100+ client engagements with major consumer brands across Food & Beverage, Beauty & Personal Care, Health & Supplements, and more... Want to read the whole thing for yourself? Check out the full whitepaper using the link in the comments 👇 👀 👇