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Customer Service Branding - Drizzlin Media
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Customer Service Branding - Drizzlin Media

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  • 227 Followers and 162 Following
  • Transcript

    • 1. CUSTOMER SERVICE BRANDING…
    • 2. MrutyunjayMishra, COO
      @TwittingM2
    • 3. THIS IS NOT AN ISOLATED CASE
      LETS LOOK AT THE ENTIRE LANDSCAPE OF DISSATISFIED CUSTOMERS...
    • 4. Peeved Customers that never expressPeeved Customers that express but are not heardPeeved Customers that are heard but never addressedPeeved Customers that sometimes to get addressed but there is no resolutionThe lucky ones that get resolved but are never really WOWED
    • 5. DO YOU THINK THERE IS SOMETHING BEYOND RESOLUTION THAT COULD BE DONE FOR A DISSATISFIED CUSTOMER?
    • 6. WE THINK YES!
    • 7. WE BELIEVE THAT COMPLAINTS ARE NOT JUST ABOUT RESOLUTION AND CLOSING TICKETS.
      THEY ARE ACTUALLY AN OPPORTUNITY TO CREATE BRAND AMBASSADORS
    • 8. CREATING WOW LET’S TELL YOU HOW
    • 9. THE WOMOFWOW
      SPREADING CUSTOMER SERVICE EXPERIENCE…
      THE NETWORK
      EFFECT KICKS IN
      - Facebook & Twitter...
      SHARING WITH
      FRIENDS AND FAMILY...
    • 10. THE ABILITY TO CREATE BUZZ THROUGH CUSTOMER SERVICE AND USING IT TO YOUR BRAND ADVANTAGE IS WHAT WE CALL
      CUSTOMER SERVICE BRANDING
    • 11. LETS TAKE A LOOK AT WHAT’S HAPPENING AROUND...
    • 12. #1
    • 13. LOTS OF NEGATIVE COMMENTS AND VERY LITTLE POSITIVE
    • 14. #2
    • 15. BRANDS BEHAVING LIKEROBOTS ON THE SOCIAL WEB...
    • 16. #3
    • 17. BRANDS OVER PROMISE AND UNDER DELIVER
      Happy to help
    • 18. #4
    • 19. INSUFFICIENT TRAININGANDKNOWLEDGE IN MOST CUSTOMER SERVICE REP
    • 20. #5
    • 21. LACK OF CHANNEL INTEGRATION
    • 22. HERE ARE SOME ESSENTIALS FOR MANAGING AFFAIRS…
    • 23. Tracking or Listening to each and every online conversation relevant to your business
      Participating and Responding promptly to all relevant customer queries and complaints
      Talking to them as a person and befriending them
      Improving product/service quality at all operational levels
      Encouraging Feedback- Give what they want
      Using Customer Service as a Marketing Tool
    • 24. AND THIS IS OUR PROPOSITION…
    • 25. DEDICATE A CHUNK OF YOUR MARKETING BUDGET TO CUSTOMER SERVICE!
      BRANDS ARE CUSTOMER CENTRIC WHEN THEIR CUSTOMERS SAY SO AND NOT WHEN THEY PROCLAIM IT THEMSELVES...
    • 26. WHAT WE ARE SAYING…
    • 27. GOOD CUSTOMER SERVICE CREATES MORE BRAND ADVOCATES!
      IT MAKES YOUR CUSTOMERS HAPPY!
      IT IS A MARKET DIFFERENTIATOR!
      IT IS GOOD KARMA!
      THINK ABOUT IT!
    • 28. THANK YOU
      www.drizzlin.com
      hello@drizzlin.com