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Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
 

Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)

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Presentation by Thor Muller, http://GetSatisfaction.com, on customer service as a great customer acquisition strategy.

Presentation by Thor Muller, http://GetSatisfaction.com, on customer service as a great customer acquisition strategy.

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Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008) Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008) Presentation Transcript

  • Customer Service is the New Marketing
    • Put conversations at the center of the business
    • Reduce your sphere of control to increase sphere of influence
    • Smash the silos
    Write these down!
  • Foster more satisfied, loyal customers By working less and spending less money!
  •  
  • Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
  •  
  • The WOW! Experience
  • “ A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  • Meets Expectations (Survival) Meets Desires (Success) Meets Unrecognized Needs (Transformation) Maslow’s Hierarchy of Customer Service Creates Evangelism Creates Commitment Creates Satisfaction From Peak: How Great Companies Get Their Mojo From Maslow , By Chip Conley
  • Zappos Gross Sales Satisfaction = Growth
  • Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training
  • Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center
  • What kind of company are you?
  • Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?
  • Product-focused e.g. Apple, Google, Most web startups What kind of company are you?
  • Infrastructure-focused e.g. Telecommunications, Cable, Utilities What kind of company are you?
  • The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
  • The Surprising Solution
    • Put conversations at the center of the business
    • Reduce your sphere of control to increase sphere of influence
    • Smash the silos
    Secrets of the Concierge
  • I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
  •  
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  • Keeping the customers out.
  • How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers
  • Common mistake: Focusing on time-per-call
  • Friction-free communication is the new norm
  • Timbuk2 discovers people talking
  • What’s in Your Bag?
  • Hack a diaper bag
  • + =
  • Engage Your Evangelists
  • II.Reduce your sphere of control ...to increase your sphere of influence
  • An Unlikely Scenario
  • A Massive Monopolistic Monolith
  • It’s All About Control.
  •  
  • The Answer: A Splinter Cell.
  • Comcast Cares /Twitter / TechCrunch
  •  
  • Comcast on Get Satisfaction
  • Comcast on Blogs
  • Changing Minds About Comcast
  • Changing Comcast’s Idea of Itself
  • III.Smash the Silos (Think like the network)
  • The “it’s not our problem” problem
  • A Customer-Centric View
  • The Twitter-TMobile meltdown
  • The Twitter API Ecosystem
  • SO ASK YOURSELF... What would a concierge do?
  •  
    • Put conversations at the center of the business
    • Reduce your sphere of control to increase sphere of influence
    • Smash the silos
    Again!
  • Thanks! Questions? Email us. email: [email_address] follow me on twitter: tempo Or, http://getsatisfaction.com/satisfaction/