Customer first challenge

Elche

Victor Fernandez

38 years old, Web Desinger & Nominalia Reseller

Victor is a web designer who helps small local businesses like restaurants, beauty salons, and clothing stores create their online presence. He offers a complete package, taking care of everything from designing website, registering a domain name to hosting the website.

Get his customers website up and running as quickly as possible to avoid losing customer trust.Ensure smooth and efficient technical operations to maintain a seamless user experience on the website.

Goals

• Busy Entrepreneur: Juggles multiple responsibilities within his business and relies on technology to streamline operations.
• Tech-Dependent: Uses technology daily but may not have an advanced technical background.
• Time-Sensitive: Values time and requires quick, efficient solutions to avoid business disruptions.

Lifestyle

Victor Fernandez

38 years old, Web Desinger & Nominalia Reseller

Frustrations

Experiences stress and pressure due to the need for immediate solutions to avoid project delays and potential business loss.

Urgency

Frustrated by the need to rely heavily on external support to resolve issues that he feels should be straightforward.

Dependence on Support

Feels that there is a lack of clear and prompt communication from technical support.

Communication barriers

Faces challenges in understanding and implementing complex technical instructions, leading to delays.

Technical difficulties

Frustrations

Experiences stress and pressure due to the need for immediate solutions to avoid project delays and potential business loss.

Urgency

Frustrated by the need to rely heavily on external support to resolve issues that he feels should be straightforward.

Dependence on Support

Feels that there is a lack of clear and prompt communication from technical support.

Communication barriers

Faces challenges in understanding and implementing complex technical instructions, leading to delays.

Technical difficulties

Business continuity

Maintain a high level of customer satisfaction by delivering reliable and timely services. Business continuity ensures that he can meet project deadlines, address client issues promptly, and uphold their reputation as dependable partner.

Professional image

Wants to establish and maintain a professional image to attract and retain customers.

Effectiveness

Looks for efficient and effective solutions to minimize downtime and operational disruptions.

Motivations

Professionalism

Believes in maintaining a high standard of professionalism in all business dealings.

Values reliable services and support that ensure his business operations run smoothly.

Prioritizes customer satisfaction and smooth online interactions.

Customer-Centric Approach

Quality and Reliability

Values & Beliefs

Trusted brands

Lack of immediate and clear comunication from technical support, leading to frustration and delays.

Repeated technical errors trying to activate hosting and configure DNS settings.

Key problems

Victor is experiencing considerable stress due to ongoing technical problems with the hosting of the website he has set up for his client (jamonjamonelche.es). He feels that his requests are not being dealt with promptly and is concerned about the impact on his business, and a possible loss of the project.

Situational Analysis and Recommendations

Recommendations

Training and Resources

Proactive solutions

Dedicated support

Enhanced Communication

Technical Webinars

Content Marketing

Personalized Outreach

Proposals for Marketing

Referral Programs

Customer success stories

Additional sales opportunities

Dedicated Account Manager

Proposals for Sales

Enhanced Support Packages

Feedback Loop

Proposals for Customer Care