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Customer Service is the New Marketing

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					Customer Service is the New Marketing

Write these down!

Put conversations at the center of the business Reduce your sphere of control to increase sphere of influence Smash the silos

Foster more satisfied, loyal customers

By working less and spending less money!

Behold... The Holy Grail of Customer Service
Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/

The WOW! Experience

“A Customer Service Company That Happens To Sell Shoes”

Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/

Maslow’s Hierarchy of Customer Service

Meets Unrecognized Needs
(Transformation)

Creates Evangelism

Meets Desires
(Success)

Creates Commitment

Meets Expectations
(Survival)

Creates Satisfaction

From Peak: How Great Companies Get Their Mojo From Maslow, By Chip Conley

Satisfaction = Growth

Zappos Gross Sales

Four Weeks of Customer Service Training

Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/

One Week in the Call Center

Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/

What kind of company are you?

What kind of company are you?

Customer-focused
e.g. Four Seasons, Zappos, Craigslist

What kind of company are you?

Product-focused
e.g. Apple, Google, Most web startups

What kind of company are you?

Infrastructurefocused

The Path For the Rest of Us

Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/

The Surprising Solution

Secrets of the Concierge

Put conversations at the center of the business Reduce your sphere of control to increase sphere of influence Smash the silos

I. Conversations at the center of the business
“Markets are conversations”
-The Cluetrain Manifesto

Keeping the customers out.

How we kill conversations

Outsourced Call Centers FAQs Trouble Ticket Systems

Common mistake: Focusing on time-per-call

Friction-free communication is the new norm

Timbuk2 discovers people talking

What’s in Your Bag?

Hack a diaper bag

+

=

Engage Your Evangelists

II.Reduce your sphere of control
...to increase your sphere of influence

An Unlikely Scenario

A Massive Monopolistic Monolith

It’s All About Control.

The Answer: A Splinter Cell.

Comcast Cares /Twitter / TechCrunch

Comcast on Get Satisfaction

Comcast on Blogs

Changing Minds About Comcast

Changing Comcast’s Idea of Itself

III.Smash the Silos
(Think like the network)

The “it’s not our problem” problem

A Customer-Centric View

The Twitter-TMobile meltdown

The Twitter API Ecosystem

SO ASK YOURSELF...

What would a concierge do?

Again!

Put conversations at the center of the business Reduce your sphere of control to increase sphere of influence Smash the silos

Thanks! Questions? Email us.
email: thor@getsatisfaction.com
follow me on twitter: tempo

Or,
http://getsatisfaction.com/satisfaction/


				
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posted:10/4/2008
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