how to inspire word of mouth through customer service

So you’ve got these customers

Andyou want them to:

Love you

http://www.flickr.com/photos/gi/

Buy from you

http://www.flickr.com/photos/andresrueda/

Tell their friends all about you

http://www.flickr.com/photos/pricklebush/

And you’ve got this

http://www.flickr.com/photos/akc77/

community

And you’ve got this

http://www.flickr.com/photos/akc77/

community

Can it do this for you?

It can.

things to remember:

1ONE

This isn’t customer avoidance

Outsourcing Call Centers

“FAQs”

http://www.flickr.com/photos/claudio_ar/

This is customer avoidance

Focusing on time-per-call

leads to this

friction-free

2TWO

Customer service is marketing

Product IdeationNew Products,

New Uses

Immersive TestingBuyers, Features,

Pricing, Service

LaunchBuzz, Promotion, Marketing

Customer ServiceProblems, Questions,

Ideas

When Community meets Customer Service

Product IdeationNew Products,

New Uses

Immersive TestingBuyers, Features,

Pricing, Service

LaunchBuzz, Promotion, Marketing

Customer ServiceProblems, Questions,

Ideas

Social Effects

When Community meets Customer Service

3Public is different than private

THREE

Every business

needs a lobby

The concierge

model

http://www.flickr.com/photos/kendrick/

How toInspire

http://www.flickr.com/photos/kendrick/

Word of Mouth

http://www.flickr.com/photos/kendrick/

Through Customer Service

In

easy steps:

http://www.flickr.com/photos/13522901@N00/

1Know your special purpose

ONE

Breeding trust

2TWO

Set some rules

3Set clear expectations

THREE

Consistency in response

Evolve your policy as your

community grows

(but only if there’s no malice in your heart)

Respond quickly

4Cast a wide net

FOUR

Weave conversation throughout

Not just a tab on your

site

Everybody in the pool

5Create productiveoutcomes

FIVE

Learn to say you’re sorry

http://www.flickr.com/photos/thomashawk/

Relax and reframe

6Make it personal

SIX

Discourage Anonymity

Use your real name and voice.

http://www.flickr.com/photos/cunisdiabolis/

Be human.

http://www.flickr.com/photos/kishorephotography/

http://www.flickr.com/photos/blackbeltjones/

Lane Becker

lane@getsatisfaction.com@monstro

http://getsatisfaction.com/http://slideshare.net/monstro