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Matt Trifiro - Desk.com

Matt Trifiro - Desk.com



Great presentation from Social Biz Atlanta 2012

Great presentation from Social Biz Atlanta 2012



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    Matt Trifiro - Desk.com Matt Trifiro - Desk.com Presentation Transcript

    • The Velocity Of Customer Service Matthew G Trifiro Senior VP, Marketing
    • Source: http://www.flickr.com/photos/twylo/
    • http://www.flickr.com/photos/mateus27_24-25/
    • http://www.flickr.com/photos/mlrs193/http://www.flickr.com/photos/56595211@N07/
    • Customer Service Circa 1979
    • Customer Service Circa 2012 Phone Web FacebookEmail Twitter
    • “If you make customersunhappyin the physical world,they might each tell6 friends. If youmake customersunhappy on theInternet, they caneach tell 6,000 friends.” Jeff Bezos
    • No Surprise: Tweets Travel Faster than Packages Fedex Brand Mentions 2000 1800 1 Tweet every 2 seconds 1600 1400 1200 1000 800 600 400 200 0Source: YouTube Source: Radian6
    • The Box Toss – By The Numbers+0 Hours 13 Hours go by & Fedex Finally tweets a response 4,825 Fedex Tweets by that time 40 Hours go by & Fedex finally tweets official blog post 15,658 Tweets by that time 40,644 Tweets over 72 hours 1,097,388 People in Twitter impact radius
    • The World According to TARP, and How it Turned Customer Service on Its Head
    • TARPisms Word of Mouth A dissatisfied customer will tell twice as many people about a bad experience, as they will a good experience
    • TARPismsGood Service is Good BusinessIt costs 10 times as much to acquire a newcustomer as it does to keep an existing oneResolved problems = retained customers.Fast resolutions = mega retained
    • TARPisms The Conundrum Half of your customers won’t complain to you even if they are dissatisfied It’s hard to save the customer if they won’t tell you there’s a problem
    • The Big Innovation Back Then
    • Today’s Equivalent: The Social Help Desk Develop personal relationships with your customers on Twitter. Interact with your customer community on Facebook.
    • “If 30% of your customers were calling, would you not answer the phone?”Bonobos, a pioneer in online retail:65 employeesEvery employee plays a role in service30% of customer service on social media
    • Boloco, a Boston-basedEmpowering store managers with social helpdesk
    • What’s a customer worth?
    • What’s a customer worth?A Customer is worth the sum total of all the value you receiveover their lifetime. $LTV = Monthly Revenue * Months
    • The End