Customer Satisfaction That Drives Word-of-Mouth
On this episode, Sarah shares her insights into how customer satisfaction drives word-of-mouth, improving customer loyalty with impactful engagement, and creating customer champions.
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Paperless Parts is leading the digital transformation for custom part manufacturers. Their cloud-based software helps manufacturers increase revenue and win more business. Paperless Parts' patented technology and proprietary geometry engine unlocks hidden insights that enable job shop manufacturers to modernize and grow their business. Paperless Parts integrates with your ERP system to level up the way you quote and communicate with customers by rapidly pinpointing manufacturability issues, creating quotes, and processing orders for additive manufacturing, sheet-metal fabrication, and CNC machining production processes. The Paperless Parts team has backgrounds in industries like manufacturing, mechanical engineering, software, national defense, and more.
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Guest Bio
Sarah McAuley is currently the Chief Marketing Officer at Paperless Parts. In her position she drives the company’s marketing strategy to increase brand awareness and product adoption. McAuley has 20 years of experience building and managing world-class marketing organizations, accelerating ARR growth, and shaping and defining new software categories. Before joining Paperless Parts, Sarah was formerly the CMO at Quali and CloudHealth by VMware. Sarah is an experienced builder with a proven track record of driving meaningful business growth. She has assembled and developed high-performing teams, created market momentum for new technologies through innovative demand generation and brand strategy programs, and consistently delivered against ambitious business development goals.
Guest Bio
Sarah McAuley is currently the Chief Marketing Officer at Paperless Parts. In her position she drives the company’s marketing strategy to increase brand awareness and product adoption. McAuley has 20 years of experience building and managing world-class marketing organizations, accelerating ARR growth, and shaping and defining new software categories. Before joining Paperless Parts, Sarah was formerly the CMO at Quali and CloudHealth by VMware. Sarah is an experienced builder with a proven track record of driving meaningful business growth. She has assembled and developed high-performing teams, created market momentum for new technologies through innovative demand generation and brand strategy programs, and consistently delivered against ambitious business development goals.
Episode Summary
This episode features an interview with Sarah McAuley, CMO at Paperless Parts. Paperless Parts is leading the digital transformation for custom part manufacturers. Their patented technology and proprietary geometry engine unlock insights that enable job shop manufacturers to modernize and grow their business. Sarah has 20 years of experience building and managing world-class marketing organizations, accelerating ARR growth, and shaping and defining new software categories.
Key Takeaways
- If you're not starting with who your customers are and where they're consuming information, you might as well be guessing
- You need to pragmatize appreciating your customer ambassadors
- You can waste way more money chasing leads that are outside of your ideal customer profile through passive channels like advertising or webinars
Quotes
“Our customers are way better salespeople for us than we are. They come to the table with so much credibility and real-world experience around what it’s like to change the way you’ve been operating. So I look for different ways to incentivize that behavior.” - Sarah McAuley, CMO, Paperless Parts
Episode Highlights
*(02:55) - Sarah’s role at Paperless Parts
*(03:32) - Segment: Trust Tree
*(11:50) - Understanding your customer personas and their pain points
*(17:56) - Segment: The Playbook
*(19:14) - Identifying how your customers are consuming information
*(23:34) - How customer satisfaction drives word-of-mouth
*(31:01) - Segment: The Dust Up
*(34:44) - Segment: Quick Hits
Episodes Transcript
- If you're not starting with who your customers are and where they're consuming information, you might as well be guessing
- You need to pragmatize appreciating your customer ambassadors
- You can waste way more money chasing leads that are outside of your ideal customer profile through passive channels like advertising or webinars
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