's Principles of Customer WOW


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In an age where the social customer has risen to new heights, customer support teams have been required to adjust to meet the needs of their customer base more than ever. For, our team strives to provide what we like to call: "Customer WOW"

The real Customer WOW happens when you combine empathy and understanding for the challenge the customer is facing, identify and resolve the issue with skill (and bonus points for style), and drive and scale that learning back into the organization.'s Customer WOW team has taken it upon themselves to divulge some of the deep secrets of how to achieve these results. Check out their 13 principles to providing Customer WOW.

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  1. 1. The Principles ofCustomer WOW 13 Effective Ways to WOW Your CustomersWO W!
  3. 3. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%Marketing Metrics #CustomerWOW
  4. 4. News of bad customer service reaches more than twice as many ears as praise for a good service experience.White House Office ofConsumer Affairs #CustomerWOW
  5. 5. 3 in 5 Americans would try a new brand or company for a better service experience.American Express Survey, 2011 #CustomerWOW
  6. 6. In 2011, 86% of consumers quit doing business with acompany because of bad customer experience. Harris Interactive, Customer Experience Impact Report #CustomerWOW
  7. 7. …you get the point.
  8. 8. At, we have our own Customer WOW team built on 13 PRINCIPLES
  9. 9. So without further adieu… #CustomerWOW
  10. 10. 1.     MAKES THE!
  11. 11. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.Peppers & Rogers Group - 2009 Customer Experience Maturity Monitor
  12. 12. It’s unreasonable to expect any individual to have aperfect grasp of what’s going on for all of our customers. Maintaining open lines of communication with your teammates allows everyone on the team to have a more representative view of what’s going on. #CustomerWOW
  13. 13. “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down simply by spending his money elsewhere.” Sam Walton, Founder of Wal-Mart #CustomerWOW
  14. 14. It takes12 positive experiences to make up for an unresolved negative experience.Understanding Customers, Ruby Newell-Legner #CustomerWOW
  15. 15. Never hesitate to
  16. 16. The more you know about your customers and their needs…
  17. 17. The more you know about your customers and their needs… the more of an asset you are to both the company, and your customers.
  18. 18. “Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.” Steve Jobs, Co-founder of Apple #CustomerWOW
  19. 19. 75% of customers believe it takestoo long to reacha live agent.Harris Interactive, Customer Experience Impact Report #CustomerWOW
  20. 20. Show the customers that you aren’t a
  21. 21. “ The goal as a company is to have customer service that is not just the best but legendary.” Sam Walton, Founder of Wal-Mart #CustomerWOW
  22. 22. 78% of consumers have bailed on a transactionor not made an intendedpurchase because of a poorservice experience.American Express Survey, 2011 #CustomerWOW
  24. 24. Having an opendialogue withyour customersis key…
  25. 25. Having an opendialogue withyour customersis key… …but at the end of the day it’s how you make people feel that matters the most.
  26. 26. “ A man without a smiling face must not open a shop.” Chinese Proverb #CustomerWOW
  27. 27. 68% of customers leave because they wereupset with the treatmentthey received whilstspeaking to customerservice.US Chamber of Commerce #CustomerWOW
  28. 28. Nobody likes being lied to.
  29. 29. A customer can’t expect anything more   than the truth.
  30. 30. When you maintain an opendialogue with yourcustomers and keep theminformed at all times,
  31. 31. When you maintain an opendialogue with yourcustomers and keep theminformed at all times, you’ll earn your customer’s commitment to your company.
  32. 32. “ When a customer comes first, the customer will last.” Robert Half #CustomerWOW
  33. 33. It costs 6-7 timesmore to acquirea new customer than retainan existing one.Bain & Company #CustomerWOW
  34. 34.  
  35. 35. Even a half-baked idea might have a kernel ofgreatness to be extracted.
  36. 36. “ Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” Zig Ziglar, Author and Motivational Speaker #CustomerWOW
  37. 37.   Strive for
  38. 38. 24% of Americanadultshave posted comments orreviews online about theproduct or services theybought.Jim Jansen, Pew Research Centers Internet and American Life Project, 2010
  39. 39. The more youknow, themore of anasset you areto ourcustomers…
  40. 40. The more youknow, the …take everymore of an moment youasset you areto our can to expandcustomers… your knowledge base when it comes to the product.
  41. 41. “ Loyal customers…they don’t just come back, they don’t simply recommend you. They insist their friends do business with you.” Chip Bell, Founder Chip Bell Group #CustomerWOW
  42. 42.  
  43. 43. Only 12% of the averagemarketing budgetis spent on customerretention.McKinsey #CustomerWOW
  44. 44. Your support team is the closest connection between your customers and the company.
  45. 45. It’s yourresponsibilityto bring anyproblems theymight behaving to light.
  46. 46. “ Your most unhappy customers are your greatest source of learning.” Bill Gates, Founder of Microsoft #CustomerWOW
  47. 47.  
  48. 48. For every customer whobothers to complain,26 other customersremain silent.White House Office of Consumer Affairs #CustomerWOW
  49. 49. Be sure to LISTENto their problem and take time tounderstand how the issue is impacting their work.
  50. 50. Often you mayfind alternative solutions tohelp them and if not…you have
  51. 51. Often you mayfind alternative solutions tohelp them and if not…you have MORE information to help be their advocate
  52. 52. Often you mayfind alternative solutions tohelp them and if not…you have MORE information to help be their advocate
  53. 53. “Customers don’t expect you to be perfect. They DO expect you to fix things when they go wrong.” Donald Porter, VP of British Airways #CustomerWOW
  54. 54. 71% of business leaders believe that customer experience is the next battleground.Shaw & Ivens #CustomerWOW
  55. 55. Use the information relevant to the given support situation when looking for a solution.
  56. 56. “Although your you give bad won’t love it if customers service… …your competitors will. Kate Zabriskie #CustomerWOW
  57. 57.   Not all customers are
  58. 58. Companies thatresolve a complaint inthe customers’ favorwill do business withthem again 70% ofthe time.Lee Resources #CustomerWOW
  59. 59.  
  60. 60. While that doesmean we deal witha lot of angrypeople…
  61. 61. While that doesmean we deal witha lot of angrypeople… …just remember that for every one angry customer there are ten more that love everything about what we do.
  62. 62. “Be everywhere,never everything and do fail to astonish the customer.” Macy’s Motto #CustomerWOW
  63. 63.  
  64. 64. 42% of customers complaining in socialmedia expect a 60-minute responsetime.The Social Habit #CustomerWOW
  65. 65. Strive to help each customer as quickly andefficiently as possible without undermining the quality of the support experience.
  66. 66. Reducing the time it takes to assist acustomer directly… reduces the time other customers must wait.
  67. 67. “The longer you wait, the harder it is to provide outstanding customer service.” William H. Davidow #CustomerWOW
  68. 68. 83% of the complaintsthat receiveda reply liked or lovedthe fact that thecompany responded.Maritz Research and evolve24 #CustomerWOW
  69. 69. We’ve all been in arough supportsituation before.
  70. 70. We’ve all been in arough supportsituation before. If I don’t get a support rep on the phone right now…I think I’m just going to snap.
  71. 71. Put yourself in the shoes of the customer when you take their case. Your empathy will show, and they’ll certainly appreciate it.
  72. 72. “ To understand the man, you must first walk a mile in his moccasin.” Native American Proverb #CustomerWOW
  73. 73. What companies have mastered Customer WOW?
  74. 74. Check outtheirpromise tocustomers Happy customers all around
  75. 75. Bonobos’s support team are called the “Bonobos Ninjas”Unhappy customer metwith an apology andanswer. Crisis averted.Ninjas prevail.
  76. 76. SmugMug’s support team is called the “SmugMug Happy Heroes” customersfrom all sides
  77. 77. Click Here for a Free Customer Service Kit from! •  Keep track of where your conversations are with clients•  Easy-to-find data all in one Universal Inbox•  Easily manage tickets and priorities
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