Customer first challenge

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.

38 years old, Web Desinger & Nominalia Reseller

Victor Fernandez

Elche

38 years old, Web Desinger & Nominalia Reseller

Victor Fernandez

Lifestyle

• 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.

Goals

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.

Technical difficulties

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

Communication barriers

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

Dependence on Support

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

Urgency

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

Frustrations

Technical difficulties

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

Communication barriers

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

Dependence on Support

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

Urgency

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

Frustrations

Motivations

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

Effectiveness

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

Professional image

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.

Business continuity

Trusted brands

Values & Beliefs

Quality and Reliability

Customer-Centric Approach

Prioritizes customer satisfaction and smooth online interactions.

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

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

Professionalism

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Situational Analysis and Recommendations

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.

Key problems

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

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

Enhanced Communication

Dedicated support

Proactive solutions

Training and Resources

Recommendations

Improve the clarity and promptness of communication from the support team. Provide step-by-step guides and offer to walk through the process over the phone or via a video call.

Assign a dedicated account manager or technical support representative to handle Victor's account. This will ensure continuity and a deeper understanding of his specific needs.

Offer to set up and configure the hosting and DNS settings on behalf of Victor to minimize his technical burden and ensure everything is correctly implemented.

Provide Victor with resources and training to help him understand basic technical processes, reducing his dependency on support for minor issues.

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Proposals for Marketing

Personalized Outreach

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Content Marketing

Technical Webinars

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Develop targeted marketing campaigns that highlight the reliability and ease of use of Nominalia.

Create content such as blog posts, webinars, and tutorials focused on common technical challenges and solutions, aimed at resellers.

Offer regular webinars or workshops on advanced hosting features and troubleshooting for resellers.

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Proposals for Sales

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4

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Dedicated Account Manager

Additional sales opportunities

Customer success stories

Referral Programs

Assign a dedicated account manager to Victor for personalized support and to address any specific needs or challenges he faces.

Identify opportunities to sell additional services, such as advanced technical support, security packages, RGPD package and website optimization services (such as web maintenance, disinfection) that could benefit Victor's business.

Use Victor's solved case (with his permission) as a testimonial to show Nominalia's commitment to excellent reseller program service and effective problem resolution

Implement a referral program that rewards Victor for bringing new clients to Nominalia.

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Proposals for Customer Care

Feedback Loop

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Enhanced Support Packages

Implement a feedback system to regularly check in with customers like Victor, ensuring his needs are being met and identifying areas for improvement.

Develop tiered support packages that offer varying levels of assistance, from basic troubleshooting to comprehensive technical management.