Your SlideShare is downloading. ×
0
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

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

11,972

Published on

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.

Published in: Business, Technology
1 Comment
44 Likes
Statistics
Notes
No Downloads
Views
Total Views
11,972
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
1,504
Comments
1
Likes
44
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Customer Service is the New Marketing
  • 2. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Write these down!
  • 3. Foster more satisfied, loyal customers By working less and spending less money!
  • 4.  
  • 5. Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
  • 6.  
  • 7. The WOW! Experience
  • 8. “ A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  • 9. 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
  • 10. Zappos Gross Sales Satisfaction = Growth
  • 11. Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training
  • 12. Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center
  • 13. What kind of company are you?
  • 14. Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?
  • 15. Product-focused e.g. Apple, Google, Most web startups What kind of company are you?
  • 16. Infrastructure-focused e.g. Telecommunications, Cable, Utilities What kind of company are you?
  • 17. The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
  • 18. The Surprising Solution
  • 19. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Secrets of the Concierge
  • 20. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
  • 21.  
  • 22.  
  • 23.  
  • 24.  
  • 25. Keeping the customers out.
  • 26. How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers
  • 27. Common mistake: Focusing on time-per-call
  • 28. Friction-free communication is the new norm
  • 29. Timbuk2 discovers people talking
  • 30. What’s in Your Bag?
  • 31. Hack a diaper bag
  • 32. + =
  • 33. Engage Your Evangelists
  • 34. II.Reduce your sphere of control ...to increase your sphere of influence
  • 35. An Unlikely Scenario
  • 36. A Massive Monopolistic Monolith
  • 37. It’s All About Control.
  • 38.  
  • 39. The Answer: A Splinter Cell.
  • 40. Comcast Cares /Twitter / TechCrunch
  • 41.  
  • 42. Comcast on Get Satisfaction
  • 43. Comcast on Blogs
  • 44. Changing Minds About Comcast
  • 45. Changing Comcast’s Idea of Itself
  • 46. III.Smash the Silos (Think like the network)
  • 47. The “it’s not our problem” problem
  • 48. A Customer-Centric View
  • 49. The Twitter-TMobile meltdown
  • 50. The Twitter API Ecosystem
  • 51. SO ASK YOURSELF... What would a concierge do?
  • 52.  
  • 53. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Again!
  • 54. Thanks! Questions? Email us. email: [email_address] follow me on twitter: tempo Or, http://getsatisfaction.com/satisfaction/

×