Customer Service is the New Marketing (Web2Expo)

Slide 1: Customer Service is the New Marketing

Slide 2: Foster more satisfied, loyal customers By working less and spending less money!

Slide 4: Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/

Slide 6: The WOW! Experience

Slide 7: The WOW! Experience

Slide 8: “A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/

Slide 9: “A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/

Slide 10: Maslow’s Hierarchy of Customer Service Creates Meets Evangelism Unrecognized Needs (Transformation) Creates Commitment Meets Desires (Success) Creates Meets Expectations Satisfaction (Survival) From Peak: How Great Companies Get Their Mojo From Maslow, By Chip Conley

Slide 11: Satisfaction = Growth Zappos Gross Sales

Slide 12: Loyalty = Profits Increasing customer retention by 5% increases profits by 25-95%

Slide 13: Loyalty = Profits Increasing customer retention by 5% increases profits by 25-95%

Slide 14: THIS STUFF MATTERS

Slide 15: THIS STUFF MATTERS

Slide 16: Four Weeks of Customer Service Training Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/

Slide 17: One Week in the Call Center Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/

Slide 18: What kind of company are you?

Slide 19: What kind of company are you? Customer-focused e.g. Four Seasons, Zappos, Craigslist

Slide 20: What kind of company are you? Product-focused e.g. Apple, Google, Most web startups

Slide 21: What kind of company are you? Infrastructure-focused e.g. Telecommunications, Cable, Utilities

Slide 22: The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/

Slide 23: The Surprising Solution

Slide 24: Secrets of the Concierge

Slide 25: Secrets of the Concierge 1. Put conversations at the center of the business

Slide 26: Secrets of the Concierge 1. Put conversations at the center of the business 2. Reduce your sphere of control to increase sphere of influence

Slide 27: Secrets of the Concierge 1. Put conversations at the center of the business 2. Reduce your sphere of control to increase sphere of influence 3. Smash the silos

Slide 28: I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto

Slide 33: Keeping the customers out.

Slide 34: How we kill conversations Outsourced Call Centers FAQs Trouble Ticket Systems

Slide 35: How we kill conversations Outsourced Call Centers FAQs Trouble Ticket Systems

Slide 36: Common mistake: Focusing on time-per-call

Slide 37: Friction-free communication is the new norm

Slide 38: Timbuk2 discovers people talking

Slide 39: What’s in Your Bag?

Slide 40: Hack a diaper bag

Slide 41: + =

Slide 42: Focus Group 2.0

Slide 43: Pot-ay-to Pot-ay-to / Pot-ah-to Pot-ah-to

Slide 44: Engage Your Evangelists

Slide 45: II. Reduce your sphere of control ...to increase your sphere of influence

Slide 46: An Unlikely Scenario

Slide 47: A Massive Monopolistic Monolith

Slide 48: It’s All About Control.

Slide 53: The Answer: A Splinter Cell.

Slide 54: 5000 vs 5

Slide 55: Comcast Cares / Twitter / TechCrunch

Slide 57: Comcast on Get Satisfaction

Slide 58: Comcast on Blogs

Slide 59: Changing Minds About Comcast

Slide 60: Changing Comcast’s Idea of Itself

Slide 61: III. Smash the Silos (Think like the network)

Slide 62: The “it’s not our problem” problem

Slide 63: A Customer-Centric View

Slide 64: The Twitter-TMobile meltdown

Slide 65: The Twitter-TMobile meltdown

Slide 68: The Twitter API Ecosystem

Slide 69: Early warning from related apps

Slide 70: Networked support across ecosystem

Slide 71: Consumers don’t need to know which company to call!

Slide 72: SO ASK YOURSELF... What would a concierge do?

Slide 73: SO ASK YOURSELF... hat would a concierge do?

Slide 75: Thanks! Questions? Email us. & lane@getsatisfaction.com email: thor@getsatisfaction.com & monstro follow us on twitter: tempo Or, http://getsatisfaction.com/satisfaction/