From A (Apple and Argos) to Z (Zappos) through Dropbox, Netflix, Twitter, Groupon e Shopify: an overview on why all the most successful businesses have an insane obsession for customer service and #SocialCare.

2. @CityDrew
ANDREACITTA
Customer Service Ninja, @Zendesk

3. Customer
Service…

4. …in theAge of the
Customer

5. 1900 - 1960
Age of Production

6. 1960 - 1990
Age of Distribution

7. 1990 - 2010
Age of Information

8. 2010 - ????
Age of the Client

9. What changed?

20. Who wins in the
Customer Service
Era?

26. Lesson #1
Leverage the power
of Communities!

33. What call center would YOU choose?

34. Lesson #2
Happy Employees
=
Happy Customers

41. Lesson #3
Never stop
innovating**with customers in your heart and mind

48. Social Care: #Wins & #Fails

49. Social Care: #Wins & #Fails

50. Lesson #4
Empower support to
do the right thing!

56. Lesson #5
Lead by Example!

58. BEAUTIFULLY
SIMPLE
CUSTOMER
SUPPORT
SOFTWARE

61. FOLLOW ME ON TWITTER:
@CityDrew