customer service is the new marketing
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Customer Service is the New Customer Service is the New MarketingMarketing
Customer Service is the New Customer Service is the New MarketingMarketing
Put conversations at the center of the business
Reduce your sphere of control to increase sphere of influence
Smash the silos
Write these down!Write these down!Write these down!Write these down!
Foster more Foster more satisfied, satisfied, loyal loyal customerscustomers
Foster more Foster more satisfied, satisfied, loyal loyal customerscustomers
By working By working less and less and spending spending less money!less money!
By working By working less and less and spending spending less money!less money!
Behold...The Holy Grail of Customer
ServicePhoto by Krelic http://flickr.com/photos/15271532@N00/2312714034/
The WOW! Experience The WOW! Experience The WOW! Experience The WOW! Experience
“A Customer Service Company That Happens
To Sell Shoes”
“A Customer Service Company That Happens
To Sell Shoes”
Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
Meets Expectations(Survival)
Meets Expectations(Survival)
Meets Desires(Success)
Meets Desires(Success)
Meets Unrecognized
Needs(Transformation)
Meets Unrecognized
Needs(Transformation)
Maslow’s Hierarchy of Customer ServiceMaslow’s Hierarchy of Customer ServiceMaslow’s Hierarchy of Customer ServiceMaslow’s Hierarchy of Customer Service
Creates EvangelismCreates Evangelism
Creates CommitmentCreates Commitment
Creates SatisfactionCreates Satisfaction
From Peak: How Great Companies Get Their Mojo From Maslow, By Chip Conley
ZapposZapposGross SalesGross Sales
Satisfaction = GrowthSatisfaction = GrowthSatisfaction = GrowthSatisfaction = Growth
Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/
Four Weeks of Customer Service Four Weeks of Customer Service TrainingTraining
Four Weeks of Customer Service Four Weeks of Customer Service TrainingTraining
Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/
One Week in the Call CenterOne Week in the Call CenterOne Week in the Call CenterOne Week in the Call Center
What kind of company are
you?
What kind of company are
you?
Customer-focusedCustomer-focusede.g. Four Seasons, Zappos, Craigsliste.g. Four Seasons, Zappos, Craigslist
What kind of company are What kind of company are you?you?
What kind of company are What kind of company are you?you?
Product-focusedProduct-focusede.g. Apple, Google, e.g. Apple, Google, Most web startupsMost web startups
What kind of company are What kind of company are you?you?
What kind of company are What kind of company are you?you?
Infrastructure-Infrastructure-focusedfocused
e.g. Telecommunications, Cable, Utilitiese.g. Telecommunications, Cable, Utilities
What kind of company are What kind of company are you?you?
What kind of company are What kind of company are you?you?
The Path For the Rest of UsThe Path For the Rest of UsThe Path For the Rest of UsThe Path For the Rest of Us
Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
The Surprising SolutionThe Surprising SolutionThe Surprising SolutionThe Surprising Solution
Put conversations at the center of the business
Reduce your sphere of control to increase sphere of influence
Smash the silos
Secrets of the ConciergeSecrets of the ConciergeSecrets of the ConciergeSecrets of the Concierge
I.I.Conversations at the Conversations at the center of the businesscenter of the business
“Markets are conversations”“Markets are conversations”
-The Cluetrain Manifesto-The Cluetrain Manifesto
Keeping the customers out.Keeping the customers out.Keeping the customers out.Keeping the customers out.
How we kill conversations
How we kill conversations
FAQsFAQsFAQsFAQs
Trouble Ticket SystemsTrouble Ticket SystemsTrouble Ticket SystemsTrouble Ticket Systems
Outsourced Call CentersOutsourced Call CentersOutsourced Call CentersOutsourced Call Centers
Common mistake: Focusing on time-per-Common mistake: Focusing on time-per-callcall
Common mistake: Focusing on time-per-Common mistake: Focusing on time-per-callcall
Friction-free communication is the new Friction-free communication is the new normnorm
Friction-free communication is the new Friction-free communication is the new normnorm
Timbuk2 discovers people talking
Timbuk2 discovers people talking
What’s in Your Bag?What’s in Your Bag?What’s in Your Bag?What’s in Your Bag?
Hack a diaper bag
++ ==
Engage Your EvangelistsEngage Your EvangelistsEngage Your EvangelistsEngage Your Evangelists
II.Reduce your sphere II.Reduce your sphere of controlof control
...to increase your sphere of influence...to increase your sphere of influence
An Unlikely ScenarioAn Unlikely ScenarioAn Unlikely ScenarioAn Unlikely Scenario
A Massive Monopolistic A Massive Monopolistic MonolithMonolith
A Massive Monopolistic A Massive Monopolistic MonolithMonolith
It’s All About Control.It’s All About Control.It’s All About Control.It’s All About Control.
The Answer: A Splinter Cell.The Answer: A Splinter Cell.The Answer: A Splinter Cell.The Answer: A Splinter Cell.
Comcast Cares /Twitter /
TechCrunch
Comcast on Get Satisfaction
Comcast on Blogs
Changing Minds About ComcastChanging Minds About ComcastChanging Minds About ComcastChanging Minds About Comcast
Changing Comcast’s Idea of Changing Comcast’s Idea of ItselfItself
Changing Comcast’s Idea of Changing Comcast’s Idea of ItselfItself
III.Smash the SilosIII.Smash the Silos(Think like the network)(Think like the network)
The “it’s not our problem” problemThe “it’s not our problem” problem
A Customer-Centric ViewA Customer-Centric View
The Twitter-TMobile meltdown
The Twitter API Ecosystem
SO ASK YOURSELF...
What would a concierge do?
SO ASK YOURSELF...
What would a concierge do?
Put conversations at the center of the business
Reduce your sphere of control to increase sphere of influence
Smash the silos
Again!Again!Again!Again!
Thanks! Questions? Email Thanks! Questions? Email us. us.
email: email: [email protected]
follow me on twitter: follow me on twitter: tempo
Or, Or, http://getsatisfaction.com/satisfaction/