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XYZ Insurance Agency - Wix Customer Journey planning

From Closure to Launch, step by step planning

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Link to Website Mock UP - XYZ insurance Agency⁠

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Question: ‘’ identify what metrics/KPIs would be used to measure the short- and long-term success of this account ‘’

The referral program feature has a built-in insights panel to gauge the website traffic, conversion rate and total sales.

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Another analytics tab would give this Leading Insurance Agency a holistic overview on the sites’ traffic worldwide

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Question: ‘’**Bonus: insurance agents usually derive their business from referrals - what other tools would you suggest upselling within our ecosystem that would increase usage and drive adoption?’’

Wix referral app integration

adding a booking app integration to offer a free consultation to decide which plan would work best for them before using their referral coupon/discount code

SEO tools and Automated routing

‘’ Connect sites to any domain for URL consistency and boost the SEO across languages and regions. ‘’

Multilingual translation

Address your global audience in their language with auto-translation through third-party services.

Integrate with external systems such as Optimizely or Google Optimize to test any aspect of your content at scale, and update as needed to keep your conversion rates going up and to the right.

Branded Mobile app - available on Apps Store and Google Play

Advanced features such as the developer tools - they would be able to create custom features and stand out

if applicable: depending on the complexity of the project they may need to be looped in with a partner

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Launch Plan (from closure to launch) - Please scroll to the left /right for more information/ details

Launch Plan (from closure to launch) - Please scroll to the left /right for more information/ details

Phase

Task

Owner

Status

Start date

Due date

Description

Link to Mock Up site

Comments

Screenshot Examples

Phase 1: Opportunity Closure

Internal Handover

Done

Internal meeting with the Sales stakeholder to hand the Customer a new Project and Key Information | Make sure to also get the big picture from the Sales counterpart.

Prep Customer Success Plan

In Progress

Prep a Success Plan - playing back the information gathered during the Internal handover call with the Sales team:

Customer Use case & context

Before and After Scenario

‘’Technical’’ Goals

Business goals

Key contacts

Timeline and potential Blockers

fill any gaps or blind spots

Phase 2: Onboarding Phase

Welcome Email

Not started

Send a tailored welcome email to the customer

Onboarding Call

Playback Success Plan

Not started

Schedule an introductory call to discuss the implementation process, key contacts, and next steps.

This is a good opportunity to confirm the Customer Success Plan, specific requirements, Goals and Success Metrics (Customer’s KPIs) | Customer KPIS would be for example link to quantifiable referals channeled and converted on $ ammount

Are there any blockers or technicalities we should be aware of ? Such as any existing website or mandatory tools to integrate with ?

Wix Account Setup

Share Documentation & ressources

Plan Enablement session

Not started

Provide necessary access to the platform and support contacts, tools and resources required to assist with the website set-up and general guidance to navigate the platform.

Plan Enablement Session / Lunch and Learn tailored to the customer use case: Marketing landing Page or Marketing website for an Insurance Agency. How to start using the wix Website builder functionalities and Wix Studio.

Conduct training sessions and Demos to familiarise the Insurance Agency with the Wix Platform. Such as how to set up - recommended tools / Analytics page to looks at their leads funnel and conversion

+ Template selection, layout ect..

Phase 3: Implementation and Customization

Customization Plan

Not started

From this Specific Insurance Agency use case a few elements should be added to the Website’s customisation plan :

Agency Info / Name and Custom Domain | contact infos and Office hours

Plan Pricing

Apps (apps market) - Wix referral program app

Booking App (if a prospect with a referral code would like to book a free consultation to decide which plan works best (?)

Forms to collect the leads

Automated thank you emails with Next steps

Work on their Branding

Shall we integrate with any existing website or tools they are using ?

Set up an Activity plan / tracker with the customer

Not started

Helps keep each other accountable and progress the project in a timely manner

Provide Assistance whenever prossible

Not started

If further documentation needs to be shared or ad hoc enablement sessions / demoes. intro advance features.

Wix ADI (Artificial Design Intelligence), Wix Code, and third-party integrations.

Phase 4: Launch Preparation

(includes Testing and Feedback)

Sync with the Customer

Not started

Meeting to wrap up and confirm launch plans (including timelines, remaining actions and owners, inform internal stakeholders when necessary)

Identify potential gaps

Not started

Project course correction if additional needs or blockers arise

continuous support and product knowledge reinforcement

Go-Live Check-list

Not started

Must have for their project to be a success: referral program and Social Media integration | contact form to capture the leads | SEO optimisation to gain more visitors.

Email campaigns and automations - to invite their current customer base to access the referral link.

Are they able to measure success? Referral Traffic > Referral conversion Rate > Total Sales

Domain Setup

!! Security features

SSL Certificate Installation / Role Base Access Control / SSO (? note : I am unsure of the level of functionalities available)

The Customer should review their website for any errors, broken links, or formatting issues ect.

See analytics dashboard >>>>>

Gathering Feedbacks

Not started

Voice of the customer :

Gathering feedbacks

Product request → check if workaround already available + feed this info back to the PM team | upvote feature request on their product roadmap

Data Migration ?

Not started

Based on a conversation with the customer in phases 2 and 3 regarding their requirements > Did they need to have a partner looped in to help with data migration?

Phase 5 : launch and Post Launch look back

Launch Day Support

Not started

Proactively open a preemptive support ticket to be ready for the launch day

Provide dedicated support on that day to address any issues or concerns in real time.

Customer Health monitoring

Not started

Monitor the website post-launch to proactively identify and address any issues that arise. Suggest any optimisation or features to add Wix monitoring tools (site speed, traffic, Insurance agency’s engagement, any troubleshooting required or anomalies ?)

Go Live Look Back

Not started

Schedule a post-launch review meeting to:

evaluate the project’s success: from the onboarding to the launch

collect feedback for future improvements.

Offer additional feature demoes / training to improve customer adoption.

Set up regular check-in calls

Not started

Gauge customer sentiment

Update on new features

review customer Succes towards their success Metrics : Analitics dashboards + internal SLAs from Wix support interactions | provide advices to customer on how to promote their website (SEO) and gain more visitors

assess needs and explore upsell and cross-sell opportunities

Suggest collaboration for Customer success stories / Use case on our website

Plan involvement (when applicable) to Wix Events (speaker sessions, marketing collaboration ect..)

Plan Quarterly Business Reviews (if applicable): Value realisation (with $ numbers and other metrics to support), customer Business Roadmap, Wix products roadmap and event ect...

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