hdi customer service week 2009 save the customer, save the world
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Save the Customer, Save the WorldTRANSCRIPT
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Cus·tom·er (kŭs'tə-mər) noun - a person
Who purchases goods or services from
another
Origin: 1400–50; late Middle English. The
word historically derives from custom,
meaning "habit"
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• 35% of all e-mail inquiries to companies get no response within 7 days
• 25% get no response at all
• 96% of dissatisfied customers don’t complain…they just stop buying.
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• 54 -70% will stay loyal if their complaint is resolved.
• 95% will stay loyal if…the complaint was resolved quickly.
• On average a satisfied customer tells three people about a good product experience.
• The average dissatisfied customer gripes to 11 people
*Data from Forrester
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• Ordinary people who can solve extraordinary issues
• Tough Technical Issues
• “Problem” Customers
• Arcane Processes
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• Matt Parkman
• Power to Read Minds
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Truism #2 – It’s About Relationships
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• Site Visits
• Open Houses
• Call Them
• Ticket Follow Ups
• Surveys (Rich Hand)
• Focus Group
• Be Approachable
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• Technology
• Processes
• People
• Empowerment
• Training
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• Customer Service is a Marathon, Not a 5K
• Minute 42
• Aid Stations (H2O and Gu)
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• Focus on the Customer
• It’s All About Relationships
• If It’s Broke, Fix It
• Fast Service Beats Everything Else
• We’re In It For The Long Haul
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www.customerservicevoodoo.com
Twitter.com/brandon_caudle