10 insights to deliver amazing customer service

(And Tips You Can Use Today)

Insights to Deliver

Amazing Customer Service 10

Greg Meyer Manager of Customer WOW at Desk.com

www.linkedin.com/in/gregmeyer

@grmeyer

1. Poor Customer Service Kills Repeated Business  

48% of customers say that poor customer

service is the biggest deterrent to brand loyalty

http://www.parature.com/survey-customer-loyalty/

Click to tweet the fact!

What can you do to increase loyalty?

ü  Answer their question and ask for one more

What can you do to increase loyalty?  

ü  Answer their question and ask for one more

What can you do to increase loyalty?  

ü  Find a great way to solve a customer service problem in their business and share it with them

ü  Answer their question and ask for one more

What can you do to increase loyalty?  

ü  Find a great way to solve a customer service problem in their business and share it with them

ü  Commit RANDOM ACTS OF CUSTOMER WOW

2. You Should Use Social Customer Service to Grow Your Business

Customers who engage with companies over social media

spend 20% to 40% more money with those

companies than other customers.

http://www.bain.com/publications/articles/putting-social-media-to-work.aspx

What can you do to grow your business?

What can you do to grow your business?

ü Answer the question on Twitter.

What can you do to grow your business?

ü Answer the question on Twitter.

No, really. Answer the question.

What can you do to grow your business?

ü Answer the question on Twitter.

The faster, the better.

No, really. Answer the question.

And include a link where they can learn more

information

3. Help Your Customers By Giving

them a Headstart

Customers who are informed that they are 20% of the way to

their goal are 78% more likely to convert.

https://msbfile03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Effect-1.pdf

What can you do to give your customer a headstart?

What can you do to give your customer a headstart?

ü Get them going by starting the product setup

What can you do to give your customer a headstart?

ü Get them going by starting the product setup

ü Ask the customer what they would do next

What can you do to give your customer a headstart?

ü Get them going by starting the product setup

ü Ask the customer what they would do next – then start setting that up too

Finally, give them the

keys

4. Say Thank You, and solve the problem

81% of consumers are more likely to give a company repeated business after good

service

http://blog.kissmetrics.com/happy-campers/

What can you do to make the customer feel

welcome??

What can you do to make the customer feel welcome?

ü Get them going by starting the product setup

What can you do to make the customer feel welcome?

ü Get them going by starting the product setup

ü Read from the top down to understand their question

What can you do to make the customer feel welcome?

ü Get them going by starting the product setup

ü Read from the top down to understand their question

ü Ask clarifying questions and suggestions

What can you do to make the customer feel welcome?

ü Own “making it right”

ü Get them going by starting the product setup

ü Read from the top down to understand their question

ü Ask clarifying questions and suggestions

5. Customers want really fast service

71% of chat customers expect assistance

within five minutes.

http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics

What can you do to make your service feel

faster?

What can you do to make your service feel faster?

ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward)

What can you do to make your service feel faster?

ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward)

ü Offer to set up a follow up if you can’t talk right now and make it on their timeline

What can you do to make your service feel faster?

ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward)

ü Offer to set up a follow up if you can’t talk right now and make it on their timeline

ü Send out information for them to review before you call out

Desk.com Screenshot of Business Rules

Set some automatic rules to know when you’re not answering quickly

6. Customers will leave

your company if

you have crappy service

64% of customers have made future purchases from

a company’s competitors after experiencing poor

customer service.

http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty

What can you do to deliver better service??

What can you do to deliver better service? ü Acknowledge the issue

ü Acknowledge the issue

ü Apologize if necessary

What can you do to deliver better service?

ü Acknowledge the issue

ü Apologize if necessary

ü Suggest a solution

What can you do to deliver better service?

ü Acknowledge the issue

ü Apologize if necessary

ü Suggest a solution

ü Gain approval

What can you do to deliver better service?

ü Acknowledge the issue

ü Apologize if necessary

ü Suggest a solution

ü Gain approval

ü FOLLOW UP

What can you do to deliver better service?

7. Your ego might be causing customer churn  

Customer churn is caused by customer

feelings of poor treatment 68% of the

time.

http://www.desk.com/customer-service/training-tips

What can you do to stop churn?

ü Admit you don’t know

What can you do to stop churn?

ü Admit you don’t know

ü Commit to information you can "nd out

What can you do to stop churn?

ü Admit you don’t know

ü Commit to information you can "nd out

ü Follow up and recap

What can you do to stop churn?

ü Admit you don’t know

ü Commit to information you can "nd out

ü Follow up and recap

ü DON’T OVER PROMISE!

What can you do to stop churn?

8. Deliver a shareable WOW experience  

People tell an average 9 people about a good

experience, and 16 about a bad one.

http://about.americanexpress.com/news/pr/2011/csbar.aspx

What can you do to deliver WOW?

ü Go above and beyond to solve the problem

What can you do to deliver WOW?

ü Go above and beyond to solve the problem

ü Make it easy for the customer to share

What can you do to deliver WOW?

ü Go above and beyond to solve the problem

ü Make it easy for the customer to share

ü Ask the next question

What can you do to deliver WOW?

9. If you solve it twice, solve it for everyone  

91% of customers say they would use an online knowledgebase if it were available and tailored to

their needs.

http://www.parature.com/survey-customers-prefer-online-self-service-good/

What can you do to have better knowledge

options?

ü Write in a Question/Answer format based on questions the customer will ask

What can you do to have better knowledge options?

ü Write in a Question/Answer format based on questions the customer will ask

ü Avoid jargon

What can you do to have better knowledge options?

ü Write in a Question/Answer format based on questions the customer will ask

ü Avoid jargon

ü Yes, avoid fancy words and abbreviations

What can you do to have better knowledge options?

ü Write in a Question/Answer format based on questions the customer will ask

ü Avoid jargon

ü Yes, avoid fancy words and abbreviations

ü Edit or rewrite the top 10 and the bottom 10 articles every quarter

What can you do to have better knowledge options?

Make the finished product something you want every customer to read

10. Listen to your front-line employees

Amazon had the best customer satisfaction

(91.7%) and achieved the strongest sales growth

(20%).

http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html

What can you do to empower your front-line

Agents?

ü Give them a “lifeline” – a way to talk to others and to escalate support

What can you do to have better knowledge options?

ü Give them a “lifeline” – a way to talk to others and to escalate support

ü Ask them what they think makes it better for the customer

What can you do to have better knowledge options?

ü Give them a “lifeline” – a way to talk to others and to escalate support

ü Ask them what they think makes it better for the customer

ü Ask them how to measure that improvement

What can you do to have better knowledge options?

ü DO IT!

ü DO IT! ü Then, talk about how

to improve

BONUS GOLDEN RULE

SLIDE

Treat your internal employees as

you would

Treat your internal employees as

you would your customers

LIST. ALL. THE. INSIGHTS. 1.  Poor Customer Service Kills Repeat Business 2.  Use Social Selling to Grow Your Business 3.  Give the Customer a Head Start 4.  Say Thank You, and Solve the Problem 5.  Customers Want Really Fast Service 6.  Customers Will Go to Another Company with

Great Service if You Don’t Offer Great Service 7.  Protecting your Ego Might Cause Churn 8.  Deliver a Shareable WOW Experience 9.  Share the Solution to the Problem Broadly 10.  Partner with Front-Line Employees to Solve

Problems

Thank you!

Learn more at @grmeyer Or

http://desk.com/blog