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#663: Backstage Pass: My Customer Experience Team Shares Their Top Strategies [Video]

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#663: Backstage Pass: My Customer Experience Team Shares Their Top Strategies

To listen to the full episode and to get the show notes, head here: https://www.amyporterfield.com/2024/03/663/

Building a business free of overwhelm with an efficient customer experience department.

Today, I’m feeling grateful for running my business for the past 15 years! I’ve had the pleasure of building incredible teams along the way, including my customer experience department. I’m so proud of the crucial role they’ve played in supporting both our company and our students.

In this episode, I share my CX team’s strategies for managing time, avoiding overwhelm, and handling all responsibilities effectively. Trust me, customer service is not just about responding to emails and questions – it’s about using every interaction as an opportunity to showcase your company values and turn one-time buyers into lifelong brand supporters!
Even if you’re just starting out, you’ll eventually need to build a team as your business grows, and having a CX department that takes care of all the details so you can focus on creating amazing courses, memberships, and masterminds can make all the difference.

You’ll hear all about:

4:07: Hiring people who are cultural fits with a willingness to help in other departments
9:05: How my CX team protects their time, sets daily goals, and avoids email overwhelm
15:47: Tools for automating repetitive tasks
19:37: Tips for using guided responses to increase efficiency and accuracy when replying to customers
24:32: Three customizable AI prompts for crafting thoughtful guided responses
27:52: The importance of having a quality control checklist

Listen in and make these strategies your own so that you can build a business free from overwhelm!

Customizable ChatGPT prompts for crafting effective guided responses:

Prompt #1 for if you often see students having issues finding your trainings:
My students occasionally encounter difficulties accessing a weekly live video I host. Can you create a helpful and empathetic response explaining the common steps to troubleshoot this? Please include guidance on finding the video pinned to the Facebook Group… and tell them to make sure they’re connected to WIFI rather than data on their phone if the video is not streaming well. Also, add a note offering further assistance if these steps don’t resolve the issue.

Prompt #2 for students who feel behind in your course:
Write a compassionate and constructive response for students who have not been able to start my course and feel behind due to their life circumstances. The response should acknowledge their concerns, and provide suggestions on how to make the most of the course materials. Include the reminder students can go at their own pace because they have lifetime access to the course. Add in advice to download the step-by-step PDFs, and take advantage of personalized support options like the weekly Q&As I host. End the response inviting them to reach out with specific areas they’re struggling with, and tell them I am happy to help further.

Prompt #3 for ensuring students can easily log into your course:
I need a guided response for technical support questions related to my students not being able to log into their course that’s hosted on Kajabi. The response should be easy to understand for non-technical users. Include this login link and steps to check their spam folder for the email containing their password details. Provide an option for them to reply if the problem persists.

If you’re thinking… “I love Amy and Online Marketing Made Easy,” then please Rate, Review, & Follow on Apple Podcasts! https://podcasts.apple.com/us/podcast/online-marketing-made-easy-with-amy-porterfield/id594703545

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Online Courses

#673: My Entrepreneur's Bookshelf: Must-Read Books for 2024 [Video]

To listen to the full episode and to get the show notes, head here: https://www.amyporterfield.com/2024/04/673/ Why I believe my 2024 bookshelf will expand my knowledge, spark creativity and boost my mental health. Want to know a super simple yet super effective secret to success as an entrepreneur? Of course, you do – it's reading as much as possible! Believe it or not, reading books isn't just a fabulous way to expand your knowledge, but it will also help unleash your creativity, uplevel your business wisdom, and boost your mental health! Now, I'm not going to recommend the usual business or finance books that you've probably already read. Instead, my sweet friend, I have some exciting titles that are on my personal reading list for 2024, passed along to me by my brilliant friends and incredibly successful peers. I'm on a mission this year to broaden my perspectives and learn a ton of new things beyond my entrepreneurial niche. And, of course, I also love a light beach read in between! I know that you're extremely busy building your business, and finding the time to do anything within your packed calendar can be a challenge. That's why I also share my top tips and tricks to help you make reading a daily habit, no matter how chaotic your schedule may seem. In this episode, you’ll hear: 1:16: Tips for finding time to read within your busy schedule 5:54: A book for building your business that can thrive without you being directly involved 8:33: A book for mastering self-improvement and the ability to learn new skills 10:08: A book that highlights the importance of courage and managing expectations 12:27: A book for transforming self-sabotage into power and building your emotional intelligence 15:09: My favorite fun reads and page-turning biographies Listen in and get ready to learn all about your next literary obsession! I’ll be there flipping pages right alongside you. If you’re thinking… "I love Amy and Online Marketing Made Easy,” then please Rate, Review, & Follow on Apple Podcasts! https://podcasts.apple.com/us/podcast/online-marketing-made-easy-with-amy-porterfield/id594703545

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Online Courses

#669: The Genius Business Idea I Wish I Had Thought of Sooner [Video]

To listen to the full episode and to get the show notes, head here: https://www.amyporterfield.com/2024/04/669/ Why focusing on the structure of your teams (and my genius idea for how to do it) is the smartest thing you can do for your business.I have some super exciting news to share with you today (drum roll please)! I'm thrilled to announce that I've created a brand new department at my company! I genuinely believe this department will be a total game-changer for my students, the collaboration within my teams, and streamlining content creation. Now, you may be wondering why YOU should care about the inner workings of MY business. Here's the thing – I always find so much value in learning how other people have built and structured their businesses, especially as online business owners with remote teams. That's why, in this episode, I pull back the curtain on the structure of my teams and departments so that you can apply what I've learned to your own business. My friend, I want you to have teams that not only help you scale but are also an incredibly valuable asset to your students! Even if you're just starting your entrepreneurship journey or running a one-person show, I still want you to tune into this episode! It's always a brilliant idea to look ahead and visualize what's possible for you. Trust me – building out your teams is not as far away as it may seem! And if you're looking to restructure your teams, this will be just what you need to hear. Today, I share: 4:00 A behind the scenes of my teams and departments 6:12 Why I decided to combine my content and community departments 11:53 Advice for building a team that will best support your students 13:58 How to be more intentional and mindful with your team structuresListen in and start to apply these tips and tricks to your company and community. I’ll be cheering you on as your business takes to greater heights! If you’re thinking… "I love Amy and Online Marketing Made Easy,” then please Rate, Review, & Follow on Apple Podcasts! https://podcasts.apple.com/us/podcast/online-marketing-made-easy-with-amy-porterfield/id594703545

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Online Courses

#678: Building a Digital Empire: Expert Insights from Nathan Chan of Foundr Magazine [Video]

To listen to the full episode and to get the show notes, head here: https://www.amyporterfield.com/2024/05/678/Mastering the art of interviewing, optimizing your online marketing, and scaling your business in record time with Nathan Chan.Let me ask you something – have you ever listened to a podcast episode or live speech that left you so incredibly inspired and motivated that you felt like you could take on the world? Well, that's exactly how I feel every single time I listen to my guest today speak! I'm not exaggerating when I say that today's episode is one of my absolute favorites to date! Trust me my friend, as a business owner, you're going to be absolutely obsessed with the amount of wisdom that this conversation holds. I'm talking about the one and only Nathan Chan, the genius entrepreneur behind Foundr. Nathan started Foundr as a small digital magazine, and it quickly became one of the most valuable tools with so many fantastic resources made specifically for entrepreneurs like you and me. In this episode, Nathan lifts the curtain on all the highs and lows he experienced while building his amazing brand. From resilience to creativity to a passionate pursuit of his vision, Nathan's journey is truly a mini-masterclass in entrepreneurship. The best part? He's an incredible interviewer who has interviewed over 100 billionaires! And lucky for you, he also shares his tips and tricks for mastering these high-level interviews. Today, you’ll hear about: 5:16: Why Nathan started Foundr and how he overcame his biggest challenges 14:31: How to make money, expand, and diversify with a digital magazine 21:00: All of the lessons learned from Nathan’s brilliant podcast guests 30:15: Tips and tricks for finding a perfect product-market fit 34:31: Why the most successful founders aren’t afraid of messiness or obsession37:32: Nathan’s expert advice for crafting the perfect interview 41:03: The most needle-moving strategies for your online marketing Listen in and then listen in again to really soak up all the juicy insights and take some notes! I promise you – it's that good.If you’re thinking… "I love Amy and Online Marketing Made Easy,” then please Rate, Review, & Follow on Apple Podcasts! https://podcasts.apple.com/us/podcast/online-marketing-made-easy-with-amy-porterfield/id594703545

Categories
Online Courses

#677: Why Friendships Are Crucial In Entrepreneurship [Video]

To listen to the full episode and to get the show notes, head here: https://www.amyporterfield.com/2024/05/677/Here’s why your female friendships are your most valuable asset as a woman in business. Today, I just want to drop in and share a little heart-to-heart with you. I know how often it can feel like entrepreneurship is an entirely solo journey. But I'm here to tell you this doesn't have to be the case! I truly believe that having a fabulous circle of girlfriends is the key to thriving in your business, having every resource at your fingertips, and simply maintaining your sanity.Your besties are your rock when the going gets tough, your cheer squad during your milestones, and the best asset you could ask for when you need advice. Seriously, finding your group of fellow women in business who fully understand the hustle of entrepreneurship will totally transform your perspective on the industry. I can't even begin to express how much I cherish my friendships. From those late-night voice memo pep talks to celebrating every win, no matter how small, and having deep conversations about our challenges – these moments mean everything to me. So, of course, I want these moments for you too! In this episode, I open up about how and why I'm prioritizing my friendships, even when it feels impossible to juggle with my busy schedule. Consider this your loving reminder to give your friendships the attention they deserve! Today, I talk about: 4:22: The importance of open communication and active effort in your friendships9:26: Tips for prioritizing check-ins and initiating conversations 12:29: How to separate (or combine!) business and non-business friendships 13:47: A super fun exercise for staying connected with your closest friends! 17:01: An invitation to be more intentional with your friendships Listen in because these connections mean more than just business – they're about support, happiness, and genuine care. You and your business deserve it! If you’re thinking… "I love Amy and Online Marketing Made Easy,” then please Rate, Review, & Follow on Apple Podcasts! https://podcasts.apple.com/us/podcast/online-marketing-made-easy-with-amy-porterfield/id594703545