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/