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Customer Service is the New Marketing (Web2Expo)

by Thor

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Lane Becker and Thor Muller describe the new wave of open, network-enabled customer enagement

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Customer Service is the New Marketing (Web2Expo) Presentation Transcript

Customer Service is the New Marketing

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/

JSY This is an excellent reminder that people matters..... Great presentation.

Jane
Service & Operations Mgt
Connect... Engage... Energize 4 years ago

Are you sure you want to

Brian Einarsen, Ecommerce Project Manager at Oriflame The download doesn't work? 4 years ago

walter.Dermul BrandCoach, brand strategy consultant at BrandCoach great lesson in slide 63 !!!! 4 years ago

hillary hartley, Director of Integrated Marketing at NIC Inc. i love this slide so, so much. :) 4 years ago

Thor According to a paper by Satmetrix Research entitled 'The Power Behind a Single Number' there is a strong correlation between customer satisfaction and growth rates. The average correlation across industries is 49% rising to much higher. For the airline industry the number is 79%. 5 years ago

Thor Source: Fred Reicheld, The Loyalty Effect. The variance in profit increase is dependent on industry. 5 years ago

Graham Bennett, Training & Development Specialist at GGB Bearing Technology Great show with superb visuals... thanks! 5 years ago

Dave Burke, Web Team Manager at The Washington Post http://www.techcrunch.com/2008/04/06/comcast-twitter-and-the-chicken-trust-me-i-have-a-point/ 5 years ago

geodog Awesome photo. 5 years ago