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

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

    1. 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!
    2. Foster more satisfied, loyal customers By working less and spending less money!
    3.  
    4. Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
    5.  
    6. The WOW! Experience
    7. “ A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
    8. 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
    9. Zappos Gross Sales Satisfaction = Growth
    10. Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training
    11. Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center
    12. What kind of company are you?
    13. Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?
    14. Product-focused e.g. Apple, Google, Most web startups What kind of company are you?
    15. Infrastructure-focused e.g. Telecommunications, Cable, Utilities What kind of company are you?
    16. The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
    17. 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
    18. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
    19.  
    20.  
    21.  
    22.  
    23. Keeping the customers out.
    24. How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers
    25. Common mistake: Focusing on time-per-call
    26. Friction-free communication is the new norm
    27. Timbuk2 discovers people talking
    28. What’s in Your Bag?
    29. Hack a diaper bag
    30. + =
    31. Engage Your Evangelists
    32. II.Reduce your sphere of control ...to increase your sphere of influence
    33. An Unlikely Scenario
    34. A Massive Monopolistic Monolith
    35. It’s All About Control.
    36.  
    37. The Answer: A Splinter Cell.
    38. Comcast Cares /Twitter / TechCrunch
    39.  
    40. Comcast on Get Satisfaction
    41. Comcast on Blogs
    42. Changing Minds About Comcast
    43. Changing Comcast’s Idea of Itself
    44. III.Smash the Silos (Think like the network)
    45. The “it’s not our problem” problem
    46. A Customer-Centric View
    47. The Twitter-TMobile meltdown
    48. The Twitter API Ecosystem
    49. SO ASK YOURSELF... What would a concierge do?
    50.  
      • Put conversations at the center of the business
      • Reduce your sphere of control to increase sphere of influence
      • Smash the silos
      Again!
    51. Thanks! Questions? Email us. email: [email_address] follow me on twitter: tempo Or, http://getsatisfaction.com/satisfaction/

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