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Wifi: sflan-prince
Program will commence at 9am



    Made possible by
Good Morning!
    Coming up...
So sad.
Why we’re here:
The Power to Delight
But really, it’s the oldest trick in the book
This is what’s different
The network smashes boundaries
The
  Company - Customer
                            PACT
                                       THE CHALLENGE
We, custome...
A CALL FOR SHARED RESPONSIBILITY
Along with open, authentic communication comes the mutual responsibility to make it work....
of candor. By adopting these five practical measures, we can together realize a fundamental
shift in our business relations...
1.
     Be human. Use a respectful, con-       Be understanding. Show the
     versational voice, avoid scripts and   resp...
2.       real names and use a personal               your long-term reputation with the
         touch.                   ...
expectations in advance for how            information and time required to
          you will address (and redress).     ...
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Introduction: Customer Service is the New Marketing
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Introduction: Customer Service is the New Marketing

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Thor Muller, Lane Becker and Amy Muller introduced the themes of the conference, and the Company-Customer Pact.

Published in: Business, Economy & Finance

Transcript of "Introduction: Customer Service is the New Marketing"

  1. 1. Wifi: sflan-prince Program will commence at 9am Made possible by
  2. 2. Good Morning! Coming up...
  3. 3. So sad.
  4. 4. Why we’re here: The Power to Delight
  5. 5. But really, it’s the oldest trick in the book
  6. 6. This is what’s different
  7. 7. The network smashes boundaries
  8. 8. The Company - Customer PACT THE CHALLENGE We, customers and companies alike, need to trust the people with whom we do business. Customers expect honest, straightforward interactions where their voices are heard. Companies work to inspire brand loyalty and deliver satisfaction while trying to understand their customers better. It is evident that we all have a crucial stake--and responsibility--in transforming the adversarial tone that too often dominates the customer experience. A CALL FOR SHARED RESPONSIBILITY Along with open, authentic communication comes the mutual responsibility to make it work. As each of us is both a customer and an employee, we share in the rewards and challenges of candor. By adopting these five practical measures, we can together realize a fundamental shift in our business relationships: COMPANIES CUSTOMERS 1. Be human. Use a respectful, con- Be understanding. Show the versational voice, avoid scripts and respect and kindness to company never use corporate doublespeak. reps that you'd like shown to you. 2. Require employees to use their real names and use a personal Use your real identity, and foster your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can accountability. work with you to solve problems. 5. Show an understanding of the Accept the sincerity of the effort problem to be solved, and make and cooperate in the process of an earnest, thorough and resolution. obser vable attempt to solve them. OUR PACT By working together in these ways, people build long-term relationships that lead to trust, strong communities, and sustainable businesses. We, as companies and customers, support this call for change. SUPPORT THE PACT AT HTTP://ccpact.com
  9. 9. A CALL FOR SHARED RESPONSIBILITY Along with open, authentic communication comes the mutual responsibility to make it work. As each of us is both a customer and an employee, we share in the rewards and challenges of candor. By adopting these five practical measures, we can together realize a fundamental shift in our business relationships: COMPANIES CUSTOMERS 1. Be human. Use a respectful, con- Be understanding. Show the versational voice, avoid scripts and respect and kindness to company never use corporate doublespeak. reps that you'd like shown to you. 2. Require employees to use their real names and use a personal Use your real identity, and foster your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues.
  10. 10. of candor. By adopting these five practical measures, we can together realize a fundamental shift in our business relationships: COMPANIES CUSTOMERS 1. Be human. Use a respectful, con- Be understanding. Show the versational voice, avoid scripts and respect and kindness to company never use corporate doublespeak. reps that you'd like shown to you. 2. Require employees to use their real names and use a personal Use your real identity, and foster your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can
  11. 11. 1. Be human. Use a respectful, con- Be understanding. Show the versational voice, avoid scripts and respect and kindness to company never use corporate doublespeak. reps that you'd like shown to you. 2. Require employees to use their real names and use a personal Use your real identity, and foster your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can accountability. work with you to solve problems. 5. Show an understanding of the Accept the sincerity of the effort problem to be solved, and make and cooperate in the process of
  12. 12. 2. real names and use a personal your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can accountability. work with you to solve problems. 5. Show an understanding of the Accept the sincerity of the effort problem to be solved, and make and cooperate in the process of an earnest, thorough and resolution. obser vable attempt to solve them. OUR PACT By working together in these ways, people build long-term relationships that lead to trust,
  13. 13. expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can accountability. work with you to solve problems. 5. Show an understanding of the Accept the sincerity of the effort problem to be solved, and make and cooperate in the process of an earnest, thorough and resolution. obser vable attempt to solve them. OUR PACT By working together in these ways, people build long-term relationships that lead to trust, strong communities, and sustainable businesses. We, as companies and customers, support this call for change.
  14. 14. Made possible by
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