Customer Experience

  • Customer Upsell SOP

    What is an upsell? Simply put, it’s positioning another product tier or supplemental offering at a higher MRR. Strategies to Upselling There is always an opportunity to boost MRR for a customer but it’s ensuring the correct product is upsold to fit their needs. Upsells provide a new opportunity to provide a boost their overall … Continued

  • Customer Cancellation Request SOP

    If customer tells you they want to cancel this needs to be addressed as soon as possible in order to give us the best opportunity for saving the relationship. Customer Cancellation Requests Cancellation requests must be in writing. If the customer verbally tells you they want to cancel please let them know the request must … Continued

  • Customer Down-Sell SOP

    What is a down-sell? Simply put, it’s the reduction of their marketing package by removing one or more deliverables from their monthly recurring revenue (MRR). A down-sell should be the resort option for retaining a customer’s relationship. Strategies to Combat Down-Selling If a customer requests the removal of a product, it’s important to consider alternative … Continued

  • Remove Lead Generation From a Non-Marketing Q4L Website

    If a customer moves away from marketing services and stays for Website Product, the lead generation tool will need to be removed. 1. Remove the Lead Generation Tool Page If the lead gen tool is a PDF, delete it from the media gallery. If it is an online guide, remove the Q4 online guide plugin. … Continued

  • Automated Policy Page Generation

    The Q4 Framework automatically generates and publishes privacy and accessibility pages when activated on new sites. To complete the page setup, login to the site and go to Appearance → Customize → Q4 Future Proof™️ Features → Q4 Policy Page Generation, fill out the fields for the customer information, and press the “Publish” button at … Continued

  • Jira: How To Add a New Customer & How to Add a New Customer Issue

    How to Add a New Customer to Jira Log into Jira On the left-hand side, click the plus sign Confirm your Project is set to “Clients (ON)” Confirm your “Issue Type” is set to  “Epic” Add your customer’s name to the “Epic Name” field Add your customer’s name to the “Summary” field Select your customer’s … Continued

  • Customer Transfer Checklist

    Congratulations! You just got a customer transferred to you from another CSM, which means you’re ready to help another customer reached their fullest potential.Whether you’re in training or a more experienced CSM, it never hurts to give the new site some recommendations on how the pages could perform better or if the website can be … Continued

  • How to Review a Marketing Strategy Calendar

    General Overview 1. Review each section of the calendar before it’s sent to the customer. This should take no longer than 20 minutes. Make sure the sections are filled in with lots of detail, and that the strategy is specific to the customer and their vertical. (Ex: We don’t want to push midweek stays for … Continued

  • Dev Site Indexed By Google

    I recommend all CEMs check their accounts for Dev sites that were indexed by Google. This happens when the dev site’s Dashboard > Settings > Reading > Search Engine Visibility is unchecked – for whatever reason. You can easily identify this with a Google Site search: site:devdomainname.q4-host.com If you identify a dev site that was … Continued

  • À la Carte Service Prices

    Customers will inevitably ask for services or projects outside of their typical scope. Our policy is to offer services that still fit within our strengths, but at a price that covers the resources we’ll need to use to do so. Graphic Design: Hourly rate for custom design projects: $150/hour Logo Design 1 concept w/ 2 … Continued

  • At Risk Strategies & Offboarding Canceled Customers

    At some point or another, you will experience an at-risk customer or one who is interested in canceling services. For both situations, we want the team to be prepared and have clear next steps on how to handle these situations. At-Risk Customers Notify team lead of customer risk and reasons why to add to the … Continued

  • The Ultimate Q4Launch Guide to Reporting Results to Customers

    Reporting is a constant opportunity for continuous improvement for our team. We are constantly to maximize client insights and takeaways while minimizing time spent actually doing reporting. After all, time spent each month on reporting is less time we get to execute our strategies. With that being said, reporting at the end of or beginning … Continued