In this interview I talk to Lindsay Halsey of Pathfinder SEO, a software WITH a service offering guided SEO coaching with the toolkit needed to track it. In a world where majority of options are either DIY or a full blown agency, Pathfinder SEO provides a balanced approach to get the help you need without breaking the bank.
Lindsay dives into how she has setup the Coaching model they use at Pathfinder SEO by moving “customer support” out of the shadows and making it part of the core value with their service. On the flip side, we also discuss how they’re handling churn. What are the steps you take to keep a customer when they no longer feel like the support is a valuable addition to the price they are paying?
Enjoy!
Also, I get Lindsay to answer the question, how does the process change dealing with direct customers (site owners) vs whitelabel customers (freelancers and agencies).
Key Takeaways
[15:10] Relationships and trust matters. When you recommend new processes or tactics they are confident in implementing them. It improves their ROI and yours making them happy and successful in your product.
[20:45] Agencies are sticky.
[33:50] Sometimes the best description of your business is found when you listen to what others say.
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