Category: customer relationships
Shamir Duverseau

Smart Panda Labs Announces Certification as a Salesforce Consulting Partner

Orlando, FL – January 28, 2020  — Smart Panda Labs, a digital consultancy that leverages data and creative intelligence to drive customer lifetime value, today announced its certification as a Salesforce Consulting Partner.  As a Salesforce Consulting Partner, Smart Panda Labs enriches its service offerings to support clients with existing Salesforce applications or to lead successful implementations of world-class, cloud-based solutions.

”We partner with technology leaders who will enable us to further optimize the customer journey and building customer relationships is an integral part of that journey,” said Shamir Duverseau, co-founder and managing director of Smart Panda Labs.  “Salesforce offers a premier set of solutions that bring together processes, technology and people to improve customer acquisition and increase customer retention – all on a single integrated platform. As a Salesforce partner, we can now capitalize on the power of the Salesforce ecosystem to help our clients generate more prospects and increase revenue through a personalized customer experience.”

 

Salesforce Offerings

“We’re delighted to have Smart Panda Labs join the community of Salesforce Consulting Partners who are vital to enabling unparalleled customer success in every industry and every market around the world,” noted Tyler Prince, EVP of Industries & Partners at Salesforce.

The Smart Panda Labs team of data analytics and business intelligence experts use CRM to help their clients to build and manage customer relationships and all associated data and information as well as acquisition, content marketing, automation, and predictive intelligence.  Salesforce certification strengthens these capabilities with Salesforce-authorized services for:

  • Discovery assessment to evaluate an existing Salesforce Marketing Cloud implementation or gather requirements for a new one.
  • Strategic planning to ensure key business processes are addressed.
  • Implementation designed to integrate Salesforce with existing applications and accelerate the time to value.
  • Customized management solutions for continuous optimization of new customer acquisition and customer retention strategies and tactics.

“The ability to deliver these services to our clients is mutually beneficial,” said Duverseau. “These services drive client success and Salesforce certification is strategic to our growth in the coming months.”

About Smart Panda Labs 

Smart Panda Labs is a digital consulting firm that drives customer lifetime value by optimizing every digital experience along the customer journey in a variety of considered purchase industries such as higher ed, travel and hospitality, healthcare, real estate, retail, and technologyMWBE-owned and founded in 2010 by digital strategy experts from Fortune 1000 companies, Smart Panda Labs is focused on the strength of data-driven and creative intelligence to increase their clients’ new customer acquisition and improve customer retention Visit Smart Panda Labs. Follow us on LinkedIn and Twitter.

Category: customer relationships
Shamir Duverseau

Choose Your Partner through Diagnosis & Design

Someone once said, “When the student is ready, the teacher will appear.” Both the origin and context of this quote are somewhat obscure and open to interpretation, but it comes to mind whenever I think about the importance of seeking the right help at the right time, particularly in business.

For example, to meet specific business goals, you and your team may have reached the conclusion that more digital expertise and resources are needed. There are hundreds if not thousands of agencies and consulting firms that specialize in digital marketing, strategy, and technology and further specialize in a particular market segment. If you are seeking a partner to support your digital efforts, is finding one that simply focuses on your target market sufficient to be considered the right help at the right time?

Of course, cost is likely a factor in the decision making, as well as the likeability of the team. But I would argue that none of the aforementioned criteria predict whether a firm can actually help you meet your business goals. You may not even know the obstacles your business must overcome in order to meet those business goals—a fact that makes it all the harder to choose the right partner to see you through.

To find the right help at the right time, you need a process that is not simply focused on personalities or price—although those are factors—but on discovery, diagnosis, and design.

Discovery

To provide a framework for this process, think about a visit to the doctor. No matter how much you like the provider’s personality, or the price of your copay, your primary concern is their ability to address your health concerns. You want them to take the time to understand your symptoms, review your test results, and apply their expertise and knowledge to properly diagnose your problem.

Your organization is no different. Before you can begin solving problems, you first need to understand what they are. Engaging a third party—ideally the agency you hope to enlist over the long term—can help you conduct a thorough exploration of your current digital strategy. Engage this partner to listen to what you need, audit how things are currently working, review the data, and help you take stock of your digital challenges and opportunities.

Diagnosis

After robust discovery, it’s time for a careful diagnosis. Conditions can be complex and nuanced, so the right diagnosis takes time. Everyone on your team needs to agree on the problem, because everyone must be invested, collectively, in solving it. If the firm supporting you in this process is applying their expertise and their creative intelligence to the process, they will be able to help you connect the dots between causes, symptoms, and the challenges to solve.

Design

With respect to our doctor visit analogy, once you feel good that you and your care team have properly diagnosed your health problem, it’s time to design your treatment plan. The same applies to your business. Once your challenges are diagnosed, your partnering firm or agency will need to provide you with a high-level understanding of the proposed solutions. You’ll also need to know what the solution is worth to you and your organization, not just in potential revenue but in errors prevented, time saved, or opportunities created. And you need to have a clear understanding of how the partner will be able to add value.

Just as you wouldn’t select your medical specialists without knowing what is wrong and how to treat it, it is only after the discovery-diagnosis-design process is complete that you can make an informed decision about your partnership. How will the agency address the problem? What empirical intelligence and expertise will they bring to your team and your organization? How do they plan to work with you to overcome the obstacles? And, what will these solutions cost you?

 

When all is said and done, you want a partner who will act as your guide and add value to your work. They will use data and intelligence to articulate problems and bring solutions to the table. And, ideally, they will also identify early in the discovery-diagnosis-design process if they are the right fit for the task at hand, or whether additional “specialists” may be required along the way. If they do become your agency of record as a result of this process, then you’ll enjoy the added benefits of earned trust, an established common language, and a completed trial run of the collaboration.

We believe due diligence is a necessary part of the selection process. Before you put your trust in a partner, put your trust in the process.

 

Key Takeaways:

  • If you are seeking a partner to support your digital efforts, you need a process that is not simply focused on personalities or price—although those are factors—but on discovery, diagnosis, and design.
  • Before you can begin solving problems, you first need to understand what they are. Engaging a third party—ideally the agency you hope to enlist over the long term—can help you conduct a thorough exploration of your current digital strategy.
  • After robust discovery, it’s time for a careful diagnosis. If the agency supporting you in this process is applying their expertise and their creative intelligence to the process, they will be able to help you connect the dots between causes, symptoms, and the challenges to solve.
  • Once your challenges are diagnosed, your partnering agency will need to provide you with a high-level understanding of the proposed solutions. You need to have a clear understanding of how the agency will be able to add value.
  • Just as you wouldn’t select your medical specialists without knowing what is wrong and how to treat it, it is only after the discovery-diagnosis-design process is complete that you can make an informed decision about your partnership.
Category: customer relationships
Shamir Duverseau

Smart Panda Labs Appoints New Director of Client Success

Orlando, FL – September 25, 2019 — Smart Panda Labs, a digital consultancy using data and creative intelligence to drive customer lifetime value, today announced the appointment of Lisa Edwards to the newly-created position of Director of Client Success. In this key leadership role, Edwards will collaborate with and support clients on goal-oriented and data-driven business strategy and development solutions while promoting transparency and managing expectations with internal project teams.

“Since our founding in 2010, Smart Panda Labs has been on a steady growth trajectory – guiding the digital business and marketing strategies of some of the world’s most successful global brands,” said Shamir Duverseau, co-founder and managing director of Smart Panda Labs. “Creating the position of Director of Client Success is a logical step forward in our company growth and in advancing the exceptional client service that has become our hallmark.

“Lisa is uniquely-suited to assume this position,” continued Duverseau, “With deep domain expertise in product management and digital strategy combined with her charismatic approach to managing client relationships and project teams, Lisa will be instrumental in ensuring our clients’ long term profitability and optimizing the considered purchase journey of their customers.”  Prior to her appointment, Edwards served as Engagement Director at Smart Panda Labs.

About Lisa Edwards

Lisa Edwards is an accomplished and versatile leader with 10+ years of digital strategy, product development and project management experience. Building and fostering Smart Panda Labs client relationships, Edwards simultaneously focuses on the goals and growth of team members to promote an environment that encourages innovation. Her specialties include product development and management, digital marketing strategy and planning, Agile project management, partner development, and relationship management. Before joining Smart Panda Labs, Edwards led successful multi-million dollar digital programs at The Walt Disney Company.

About Smart Panda Labs 

Smart Panda Labs is a digital consulting firm that drives customer lifetime value by optimizing every digital experience along the customer journey in a variety of considered purchase industries such as higher ed, travel and hospitality, healthcare, real estate, retail, and technologyMWBE-owned and founded in 2010 by digital strategy experts from Fortune 1000 companies, Smart Panda Labs is focused on the strength of data-driven and creative intelligence to increase their clients’ new customer acquisition and improve customer retention Visit Smart Panda Labs. Follow us on LinkedIn and Twitter.

Category: customer relationships
Shamir Duverseau

3 Steps to Knowing Your Customers Better

According to NationalDayCalendar.com, Get to Know Your Customers Day is observed annually on the third Thursday of each quarter (January, April, July, October). It’s a day intended to encourage businesses to reach out to their patrons and get to know them better.

Oh, you had no idea that today was Get to Know Your Customers Day? Me neither. Evidently, I missed National Salami Day and National Ampersand Day last month as well, but luckily, I am catching this one just in time. All joking aside, taking a day a quarter to reflect on consumer insights and personalization is more than a great idea—it’s essential to your marketing strategy.

So, in honor of this occasion, here are three basic steps we can all follow to learn more about our customers and act accordingly.

#1 Learn their preferences

The best way to collect customer preferences? Ask them! If they are a part of your email database, send an email and ask them what they would like to learn more about, what products or services they are interested in, how and when they want to hear from you.

You can also capture this information while visitors are on your site. Software tools such as Qualtrics, HotJar, and SurveyMonkey enable you to serve visitors with a simple survey while they are already engaging with your brand.

Today’s consumers expect personalization, so they will appreciate that you’re taking an interest in their preferences.

#2 Store their preferences

Now that you asked for the information, you have to put it somewhere—ideally a client relationship management (CRM) system. Because this information may be coming from various sources, a customer data platform like Tealium can help you unify and accurately connect those data points to the same person across multiple touchpoints and send that information to your CRM. This way you can build a comprehensive customer view in real time and take the next steps within the technologies you already use.

3) Use their preferences

You’ve asked the right questions and collected the right information. To make all that data valuable, you have to act on it. Your customers’ preferences should be reflected in the experiences you provide for them. You’ll be showing them that what they say matters, while simultaneously encouraging further engagement with and loyalty to your brand.

There are countless ways to leverage customer insights to further engagement and personalization. As one example, we recently built a personalization campaign for a travel client that promoted travel destinations based on data; if most New York residents who visited the site ended up booking a stay in Florida, the site would promote Florida offers for all visitors from New York. However, once that same New York person visited a specific destination page on the site, such as California, the promotional offers would shift from Florida to California. This use of customer preference data increased revenue per visit by 45%.

As marketers, we tend to make decisions based on our personal experiences and opinions. But the truth is, it’s not about us.

You may not be able to achieve 1:1 personalization or engagement—at least not across all touchpoints. Most businesses can’t. However, most brands can get a lot closer than they are today. And the closer you get—the better you get to know your customer—the better the results.

Key Takeaways

  • Today’s consumers expect personalization, so they will appreciate that you’re taking an interest in their preferences The best way to collect customer preferences? Ask them!
  • Software tools such as Qualtrics, HotJar, and SurveyMonkey enable you to serve visitors with a simple survey while they are already engaging with your brand.
  • Data about consumers needs to be stored somewhere; a customer data platform like Tealium can help you unify and accurately connect those data points to the same person across multiple touchpoints and send that information to your CRM.
  • Your customers’ preferences should be reflected in the experiences you provide for them. You’ll be showing them that what they say matters, while simultaneously encouraging further engagement with and loyalty to your brand.