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

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