Creating a high-quality customer experience with vFairs' Muhammad Younas

How to Win podcast with Peep Laja

Summary:
This week on How To Win: Muhammad Younas, CEO of vFairs, an all-in-one events platform that allows users to conduct virtual, in-person, and hybrid events. Founded in 2016, vFairs experienced accelerated growth during the pandemic and ballooned to over 250 employees with offices located around the world.

In this episode, Muhammad breaks down some of the strategies that have helped vFairs win. We discuss hiring for hyper-growth, the power of word of mouth, and why delivering high-quality customer support is essential. I weigh in on hiring for talent and training for skill, why providing an exceptional customer experience is good for business, and the importance of conducting regular customer interviews.

Key Points:

• What is the virtual events space like post-pandemic? (01:12)
• Muhammad explains why he decided to bootstrap vFairs (02:13)
• Muhammad discusses hiring aggressively during a period of hyper-growth (03:37)
• I weigh in on the adage 'hire for talent, train for skill' (04:27)
• Muhammad talks about vFairs word-of-mouth inbound strategy (05:15)
• Muhammad stresses the importance of high-quality customer service and support in a self-service product (08:30)
• I discuss the role of customer support in SaaS retention and adoption with a quote from ISG's John Boccuzzi Jr. (09:53)
• Muhammad breaks down vFairs plans to expand their outbound sales (11:47)
• How do referral incentives work at vFairs? (13:18)
• I break down some word-of-mouth strategies with a quote from Animalz's Devin Bramhall (14:16)
• How does vFairs use its deep product offering to help its customers? (15:50)
• I weigh in on the importance of talking to your customers with a quote from author Justin Wilcox (19:08)
• Muhammad talks about vFairs differentiation (21:21)
• Why is customer retention so important to vFairs? (23:29)
• Wrap-up (26:04)

Mentioned:

Muhammad Younas LinkedIn

vFairs Website

vFairs LinkedIn

John Boccuzzi Jr. LinkedIn

How Devin Bramhall helped Animalz scale from $1m to $16m ARR... by doing the unscalable

Justin Wilcox LinkedIn

My Links:

Twitter

LinkedIn

Website

Wynter

Speero

CXL