(And TipsYou Can Use Today)Insights to DeliverAmazingCustomer Service10
Greg MeyerManager of Customer WOW atDesk.comwww.linkedin.com/in/gregmeyer@grmeyer
1. PoorCustomerService KillsRepeatedBusiness	  
48% of customerssay that poor customerservice is the biggestdeterrent to brand loyaltyhttp://www.parature.com/survey-custo...
What canyoudo to increaseloyalty?
ü  Answer their question and ask for one moreWhat can you do to increase loyalty?	  
ü  Answer their question and ask for one moreWhat can you do to increase loyalty?	  ü  Find a great way to solve a custo...
ü  Answer their question and ask for one moreWhat can you do to increase loyalty?	  ü  Find a great way to solve a custo...
2. You Should UseSocial CustomerService to GrowYour Business
Customers who engage withcompanies over social mediaspend 20% to 40%more money with thosecompanies than othercustomers.htt...
What canyoudo to growyour business?
What can you do to growyour business?ü Answer the question on Twitter.
What can you do to growyour business?ü Answer the question on Twitter.No, really.Answer thequestion.
What can you do to growyour business?ü Answer the question on Twitter.The faster, the better.No, really.Answer thequestion.
And include alink where theycan learn moreinformation
3. Help YourCustomers By Givingthem a Headstart
Customers who are informedthat they are 20% of the way totheir goal are 78% morelikely to convert.https://msbfile03.usc.edu...
What canyoudo togive your customera headstart?
What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setup
What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setupü Ask the customer what th...
What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setupü Ask the customer what th...
Finally, givethem thekeys
4. Say Thank You, andsolve the problem
81% of consumers aremore likely to give acompany repeatedbusiness after goodservicehttp://blog.kissmetrics.com/happy-campe...
What canyoudo tomake the customer feelwelcome??
What can you do to make thecustomer feel welcome?ü Get them going by starting the product setup
What can you do to make thecustomer feel welcome?ü Get them going by starting the product setupü Read from the top down ...
What can you do to make thecustomer feel welcome?ü Get them going by starting the product setupü Read from the top down ...
What can you do to make thecustomer feel welcome?ü Own “making it right”ü Get them going by starting the product setupü...
5. Customers wantreally fast service
71% of chat customersexpect assistancewithin five minutes.http://socialmediatoday.com/parature/1204571/2013-s-new-need-know...
What canyoudo tomake your service feelfaster?
What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but...
What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but...
What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but...
Desk.com Screenshot of Business RulesSet some automatic rules to knowwhen you’re not answering quickly
6. Customerswill leaveyourcompany ifyou havecrappyservice
64% of customers havemade future purchases froma company’s competitorsafter experiencing poorcustomer service.http://www.l...
What canyoudo todeliver better service??
What can you do to deliverbetter service?ü Acknowledge the issue
ü Acknowledge the issueü Apologize if necessaryWhat can you do to deliverbetter service?
ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionWhat can you do to deliverbetter service?
ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionü Gain approvalWhat can you do to deliverbetter ser...
ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionü Gain approvalü FOLLOW UPWhat can you do to deliv...
7. Your egomight becausingcustomerchurn	  
Customer churn iscaused by customerfeelings of poortreatment 68% of thetime.http://www.desk.com/customer-service/training-...
What canyoudo tostop churn?
ü Admit you don’t knowWhat can you do tostop churn?
ü Admit you don’t knowü Commit to information you can find outWhat can you do tostop churn?
ü Admit you don’t knowü Commit to information you can find outü Follow up and recapWhat can you do tostop churn?
ü Admit you don’t knowü Commit to information you can find outü Follow up and recapü DON’T OVER PROMISE!What can you d...
8. Deliver a shareableWOW experience	  
People tell an average 9people about a goodexperience, and 16 abouta bad one.http://about.americanexpress.com/news/pr/2011...
What canyoudo todeliver WOW?
ü Go above and beyond to solve the problemWhat can you do todeliver WOW?
ü Go above and beyond to solve the problemü Make it easy for the customer to shareWhat can you do todeliver WOW?
ü Go above and beyond to solve the problemü Make it easy for the customer to shareü Ask the next questionWhat can you d...
9. If you solve it twice,solve it for everyone	  
91% of customers saythey would use an onlineknowledgebase if it wereavailable and tailored totheir needs.http://www.paratu...
What canyoudo tohave better knowledgeoptions?
ü Write in a Question/Answer format based onquestions the customer will askWhat can you do to havebetter knowledge options?
ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonWhat can you do to havebetter k...
ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonü Yes, avoid fancy words and a...
ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonü Yes, avoid fancy words and a...
Make the finishedproduct somethingyou want everycustomer to read
10. Listen to yourfront-line employees
Amazon had the bestcustomer satisfaction(91.7%) and achieved thestrongest sales growth(20%).http://www.instituteofcustomer...
What canyoudo toempower your front-lineAgents?
ü Give them a“lifeline”– a way to talk to othersand to escalate supportWhat can you do to havebetter knowledge options?
ü Give them a“lifeline”– a way to talk to othersand to escalate supportü Ask them what they think makes it better forthe...
ü Give them a“lifeline”– a way to talk to othersand to escalate supportü Ask them what they think makes it better forthe...
ü DO IT!
ü DO IT!ü Then, talk about howto improve
BONUSGOLDEN RULESLIDE
Treat your internalemployees asyou would
Treat your internalemployees asyou wouldyour customers
LIST. ALL.THE. INSIGHTS.1.  Poor Customer Service Kills Repeat Business2.  Use Social Selling to Grow Your Business3.  Giv...
Thank you!Learn more at @grmeyerOrhttp://desk.com/blog
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10 Insights to Deliver Amazing Customer Service

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Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!

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10 Insights to Deliver Amazing Customer Service

  1. 1. (And TipsYou Can Use Today)Insights to DeliverAmazingCustomer Service10
  2. 2. Greg MeyerManager of Customer WOW atDesk.comwww.linkedin.com/in/gregmeyer@grmeyer
  3. 3. 1. PoorCustomerService KillsRepeatedBusiness  
  4. 4. 48% of customerssay that poor customerservice is the biggestdeterrent to brand loyaltyhttp://www.parature.com/survey-customer-loyalty/Click to tweet the fact!
  5. 5. What canyoudo to increaseloyalty?
  6. 6. ü  Answer their question and ask for one moreWhat can you do to increase loyalty?  
  7. 7. ü  Answer their question and ask for one moreWhat can you do to increase loyalty?  ü  Find a great way to solve a customer serviceproblem in their business and share it withthem
  8. 8. ü  Answer their question and ask for one moreWhat can you do to increase loyalty?  ü  Find a great way to solve a customer serviceproblem in their business and share it withthemü  Commit RANDOM ACTS OF CUSTOMER WOW
  9. 9. 2. You Should UseSocial CustomerService to GrowYour Business
  10. 10. Customers who engage withcompanies over social mediaspend 20% to 40%more money with thosecompanies than othercustomers.http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
  11. 11. What canyoudo to growyour business?
  12. 12. What can you do to growyour business?ü Answer the question on Twitter.
  13. 13. What can you do to growyour business?ü Answer the question on Twitter.No, really.Answer thequestion.
  14. 14. What can you do to growyour business?ü Answer the question on Twitter.The faster, the better.No, really.Answer thequestion.
  15. 15. And include alink where theycan learn moreinformation
  16. 16. 3. Help YourCustomers By Givingthem a Headstart
  17. 17. Customers who are informedthat they are 20% of the way totheir goal are 78% morelikely to convert.https://msbfile03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Effect-1.pdf
  18. 18. What canyoudo togive your customera headstart?
  19. 19. What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setup
  20. 20. What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setupü Ask the customer what they would donext
  21. 21. What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setupü Ask the customer what they would donext – then start setting that up too
  22. 22. Finally, givethem thekeys
  23. 23. 4. Say Thank You, andsolve the problem
  24. 24. 81% of consumers aremore likely to give acompany repeatedbusiness after goodservicehttp://blog.kissmetrics.com/happy-campers/
  25. 25. What canyoudo tomake the customer feelwelcome??
  26. 26. What can you do to make thecustomer feel welcome?ü Get them going by starting the product setup
  27. 27. What can you do to make thecustomer feel welcome?ü Get them going by starting the product setupü Read from the top down to understand theirquestion
  28. 28. What can you do to make thecustomer feel welcome?ü Get them going by starting the product setupü Read from the top down to understand theirquestionü Ask clarifying questions and suggestions
  29. 29. What can you do to make thecustomer feel welcome?ü Own “making it right”ü Get them going by starting the product setupü Read from the top down to understand theirquestionü Ask clarifying questions and suggestions
  30. 30. 5. Customers wantreally fast service
  31. 31. 71% of chat customersexpect assistancewithin five minutes.http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics
  32. 32. What canyoudo tomake your service feelfaster?
  33. 33. What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but only if you actually answershortly afterward)
  34. 34. What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but only if you actually answershortly afterward)ü Offer to set up a follow up if you can’t talk right nowand make it on their timeline
  35. 35. What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but only if you actually answershortly afterward)ü Offer to set up a follow up if you can’t talk right nowand make it on their timelineü Send out information for them to review before youcall out
  36. 36. Desk.com Screenshot of Business RulesSet some automatic rules to knowwhen you’re not answering quickly
  37. 37. 6. Customerswill leaveyourcompany ifyou havecrappyservice
  38. 38. 64% of customers havemade future purchases froma company’s competitorsafter experiencing poorcustomer service.http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty
  39. 39. What canyoudo todeliver better service??
  40. 40. What can you do to deliverbetter service?ü Acknowledge the issue
  41. 41. ü Acknowledge the issueü Apologize if necessaryWhat can you do to deliverbetter service?
  42. 42. ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionWhat can you do to deliverbetter service?
  43. 43. ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionü Gain approvalWhat can you do to deliverbetter service?
  44. 44. ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionü Gain approvalü FOLLOW UPWhat can you do to deliverbetter service?
  45. 45. 7. Your egomight becausingcustomerchurn  
  46. 46. Customer churn iscaused by customerfeelings of poortreatment 68% of thetime.http://www.desk.com/customer-service/training-tips
  47. 47. What canyoudo tostop churn?
  48. 48. ü Admit you don’t knowWhat can you do tostop churn?
  49. 49. ü Admit you don’t knowü Commit to information you can find outWhat can you do tostop churn?
  50. 50. ü Admit you don’t knowü Commit to information you can find outü Follow up and recapWhat can you do tostop churn?
  51. 51. ü Admit you don’t knowü Commit to information you can find outü Follow up and recapü DON’T OVER PROMISE!What can you do tostop churn?
  52. 52. 8. Deliver a shareableWOW experience  
  53. 53. People tell an average 9people about a goodexperience, and 16 abouta bad one.http://about.americanexpress.com/news/pr/2011/csbar.aspx
  54. 54. What canyoudo todeliver WOW?
  55. 55. ü Go above and beyond to solve the problemWhat can you do todeliver WOW?
  56. 56. ü Go above and beyond to solve the problemü Make it easy for the customer to shareWhat can you do todeliver WOW?
  57. 57. ü Go above and beyond to solve the problemü Make it easy for the customer to shareü Ask the next questionWhat can you do todeliver WOW?
  58. 58. 9. If you solve it twice,solve it for everyone  
  59. 59. 91% of customers saythey would use an onlineknowledgebase if it wereavailable and tailored totheir needs.http://www.parature.com/survey-customers-prefer-online-self-service-good/
  60. 60. What canyoudo tohave better knowledgeoptions?
  61. 61. ü Write in a Question/Answer format based onquestions the customer will askWhat can you do to havebetter knowledge options?
  62. 62. ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonWhat can you do to havebetter knowledge options?
  63. 63. ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonü Yes, avoid fancy words and abbreviationsWhat can you do to havebetter knowledge options?
  64. 64. ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonü Yes, avoid fancy words and abbreviationsü Edit or rewrite the top 10 and the bottom 10articles every quarterWhat can you do to havebetter knowledge options?
  65. 65. Make the finishedproduct somethingyou want everycustomer to read
  66. 66. 10. Listen to yourfront-line employees
  67. 67. Amazon had the bestcustomer satisfaction(91.7%) and achieved thestrongest sales growth(20%).http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
  68. 68. What canyoudo toempower your front-lineAgents?
  69. 69. ü Give them a“lifeline”– a way to talk to othersand to escalate supportWhat can you do to havebetter knowledge options?
  70. 70. ü Give them a“lifeline”– a way to talk to othersand to escalate supportü Ask them what they think makes it better forthe customerWhat can you do to havebetter knowledge options?
  71. 71. ü Give them a“lifeline”– a way to talk to othersand to escalate supportü Ask them what they think makes it better forthe customerü Ask them how to measure that improvementWhat can you do to havebetter knowledge options?
  72. 72. ü DO IT!
  73. 73. ü DO IT!ü Then, talk about howto improve
  74. 74. BONUSGOLDEN RULESLIDE
  75. 75. Treat your internalemployees asyou would
  76. 76. Treat your internalemployees asyou wouldyour customers
  77. 77. LIST. ALL.THE. INSIGHTS.1.  Poor Customer Service Kills Repeat Business2.  Use Social Selling to Grow Your Business3.  Give the Customer a Head Start4.  Say Thank You, and Solve the Problem5.  Customers Want Really Fast Service6.  Customers Will Go to Another Company withGreat Service if You Don’t Offer Great Service7.  Protecting your Ego Might Cause Churn8.  Deliver a Shareable WOW Experience9.  Share the Solution to the Problem Broadly10.  Partner with Front-Line Employees to SolveProblems
  78. 78. Thank you!Learn more at @grmeyerOrhttp://desk.com/blog
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