Irina Poddubnaia, Unlocking the Power of Customer Journeys – Innova.Buzz 563

Irina-Poddubnaia-InnovaBuzz-563

Irina Poddubnaia, TrackMage

Our guest in this episode is Irina Poddubnaia, founder of TrackMage – software for package tracking that increases sales and customer retention by providing an outstanding post-purchase customer experience. Her journey started from running a fulfillment center in China for 2.5 years (without speaking Chinese) and went to launching a SAAS company completely remotely without external funding and running it successfully to this day.

In our conversation Irina talked to me about

  • how to focus on getting extra sales from existing customers, rather than just chasing new customers;
  • optimizing the customer journey and how to provide an amazing customer experience throughout the entire customer journey;
  • when is the best time to ask for a review.

Listen to the podcast to find out more.

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Customers are the lifeblood of any business, and providing them with a positive experience is key to keeping them coming back. @TrackMage on #InnovaBuzz podcast Click To Tweet

Show Notes from this episode with Irina Poddubnaia, TrackMage

Key points and takeaways from this episode include:

  • Customers are the lifeblood of any business, and providing them with a positive experience is key to keeping them coming back.
  • There is always room for improvement in every customer journey and the smallest improvements can sometimes have a tremendous impact.
  • It’s important to understand the customer journey and how it works in order to optimize it.
  • TrackMage is a software that helps businesses provide the best post-purchase experience to their customers.
  • Customers view post-purchase notifications and emails as transactional information, not marketing. Therefore, the open rates are considerably higher.
  • Post-purchase email notifications are an opportunity to provide an exceptional customer experience and also reinforce the purchase decision.
  • The best time to ask for a review is at the time the product is received by the customer. That’s the highest point in that particular customer journey.
  • Always evaluate your customers’ experience as the first step in improving your systems and processes.
  • Businesses should look to create a flywheel effect, where customers are continually engaged with the business and remain loyal for life. This can be done by providing a great customer experience, offering personalized and tailored content, and creating a sense of community.
  • The best part of a remote business with remote team members, is that you can hire the best talent from all around the world.
Post-purchase email notifications are an opportunity to provide an exceptional customer experience and also reinforce the purchase decision. @TrackMage on #InnovaBuzz podcast Click To Tweet

The Buzz – Our Innovation Round 

Here are Irina’s answers to the questions of our innovation round. Listen to the conversation to get the full scoop.

  1. 1 thing to be more innovative – Study your customers and see what social media is buzzing about to keep up to date with changes.
  2. Best thing for new ideas – Collaborate with and listen to your customers. Solve their problems.
  3. Favourite resource – LinkedIn or Twitter – just follow good people who add value.
  4. Keep project/client on track – Proactive communication. Keep clients informed that you are working on their problem.
  5. Differentiate – To stand out, just be yourself. Dig deep and understand what drives you and what kind of customers you love to work with.

Action

Analyze your existing customer journeys and determine where you are currently losing customers, or where problems arise. Identify any friction points as well as acceleration points. Identify and act on improvement opportunities. Be your own customer.

Reach Out

You can reach out and thank Irina through LinkedIn and the TrackMage website.

Suggested Guest

Irina suggested we have a conversation with Jon Ivanco of Formtoro and Timur Eligulashvili of LogisticsRemix on future InnovaBuzz Podcast episodes.

Links

Books

Cool Things About Irina

  • Irina spent 2.5 years running a fulfillment center in China, without being able to speak Mandarin.
  • She studied Marketing at the Saint Petersburg University of Technology and Design in Russia.
The best time to ask for a review is at the time the product is received by the customer. That's the highest point in that particular customer journey. @TrackMage on #InnovaBuzz podcast Click To Tweet

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Jürgen Strauss

Dr. Jürgen Strauss is The World's Best Human-Centred Podcasting Coach and the only Podcast Innovator with the signature bright yellow headphones, who masterfully crafts human connection for high-impact achievers in a vibrant community. You can find Jürgen on LinkedIn, The InnovaBuzz Podcast, The Flywheel Nation Community as well as on Innovabiz' InstagramTwitter, Facebook pages and his personal Photography website.  

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