customer service is the new marketing (web2expo)

Customer Service is the New Marketing

Foster more satisfied, loyal customers By working less

and spending less money!

Behold...The Holy Grail of Customer Service

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The WOW! Experience

The WOW! Experience

“A Customer Service Company That Happens

To Sell Shoes”

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Meets Expectations(Survival)

Meets Desires(Success)

Meets Unrecognized

Needs(Transformation)

Maslow’s Hierarchy of Customer Service

Creates Evangelism

Creates Commitment

Creates Satisfaction

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

ZapposGross Sales

Satisfaction = Growth

Increasing customer retention by 5%

increases profits by 25-95%

Loyalty = Profits

THIS STUFF MATTERS

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Four Weeks of Customer Service Training

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One Week in the Call Center

What kind of company are you?

Customer-focusede.g. Four Seasons, Zappos, Craigslist

What kind of company are you?

Product-focusede.g. Apple, Google, Most web startups

What kind of company are you?

Infrastructure-focusede.g. Telecommunications, Cable, Utilities

What kind of company are you?

The Path For the Rest of Us

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The Surprising Solution

1. Put conversations at the center of the business

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

3. Smash the silos

Secrets of the Concierge

I.Conversations at the center of the business

“Markets are conversations”

-The Cluetrain Manifesto

Keeping the customers out.

How we kill conversations

FAQs

Trouble Ticket Systems

Outsourced Call Centers

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

+ =

Focus Group 2.0

Pot-ay-to / Pot-ah-to

Pot-ay-to

Pot-ah-to

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.

5000 vs 5

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-TMobile meltdown

The Twitter API Ecosystem

Early warning from related apps

Networked support across ecosystem

Consumers don’t need to know which

company to call!

SO ASK YOURSELF...

What would a concierge do?

Thanks! Questions? Email us.

email: thor@getsatisfaction.com & lane@getsatisfaction.com

follow us on twitter: tempo & monstro

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