THE EXPERIENCE

    web
     HOW CUSTOMER SERVICE CAN
     MAKE OR BREAK
     AN ONLINE STARTUP
I AM
 adii rockstar
I WORK AT
WOOTHEMES.COM
WOOTHEMES?

huh?
13 000 USERS
ONE YEAR
300 VISITORS
UNIQUE
       000
        per month
ONE
MILLION
    pageviews
          PER MONTH
industry
LEADER
PROBABLY.
sales?
NAH, I’M MODEST.
TO SOME EXTENT...
 CUSTOMER SERVICE
& MARKETING
      IS EXACTLY THE SAME THING
TWITTER
  & BLOGS   facebook
             HAS CHANGED THE GAME
THE REALITY?
If you make customers unhappy in the
physical world, they might each tell 6
friends. If you make customers unhappy on
the ...
FROM EXPERIENCE...
YOUR STEREOTYPICAL ONLINE USER
so... THEY DON’T TRUST YOU
    THEY’VE HEARD TOO MANY HORROR STORIES
THEY’RE NOT USED TO

        goodCUSTOMER SERVICE
            SO THEY EXPECT THE WORSE
THEY’RE NOT EASILY
impressed
        BUT
         IF YOU WOW THEM,
         THEY WILL TELL THEIR FRIENDS
SO WHAT TO DO?
THE CUSTOMER IS NOT ALWAYS RIGHT.
              STAND YOUR GROUND
             BUT
                           BE
         ...
&
MAKE RULES
    BE PREPARED
    TO BREAK THEM.
SURPRISE YOUR CUSTOMERS
                ADD EXTRA VALUE.
ENGAGE THEM
 never    IGNORE THEM.
BE TRANSPARENT ABOUT MISTAKES...

                     nobody
                     EXPECTS YOU TO
                     BE ...
end   RESULT?
Do what you do so well that they will
want to see it again and bring their
friends.
          WALT DISNEY
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The Experience Web: How customer service can make or break a startup

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The Experience Web: How customer service can make or break a startup

  1. THE EXPERIENCE web HOW CUSTOMER SERVICE CAN MAKE OR BREAK AN ONLINE STARTUP
  2. I AM adii rockstar
  3. I WORK AT WOOTHEMES.COM
  4. WOOTHEMES? huh?
  5. 13 000 USERS ONE YEAR
  6. 300 VISITORS UNIQUE 000 per month
  7. ONE MILLION pageviews PER MONTH
  8. industry LEADER
  9. PROBABLY.
  10. sales?
  11. NAH, I’M MODEST.
  12. TO SOME EXTENT... CUSTOMER SERVICE & MARKETING IS EXACTLY THE SAME THING
  13. TWITTER & BLOGS facebook HAS CHANGED THE GAME
  14. THE REALITY?
  15. If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. JEFF BEZOS CEO OF AMAZON
  16. FROM EXPERIENCE... YOUR STEREOTYPICAL ONLINE USER
  17. so... THEY DON’T TRUST YOU THEY’VE HEARD TOO MANY HORROR STORIES
  18. THEY’RE NOT USED TO goodCUSTOMER SERVICE SO THEY EXPECT THE WORSE
  19. THEY’RE NOT EASILY impressed BUT IF YOU WOW THEM, THEY WILL TELL THEIR FRIENDS
  20. SO WHAT TO DO?
  21. THE CUSTOMER IS NOT ALWAYS RIGHT. STAND YOUR GROUND BUT BE FLEXIBLE.
  22. & MAKE RULES BE PREPARED TO BREAK THEM.
  23. SURPRISE YOUR CUSTOMERS ADD EXTRA VALUE.
  24. ENGAGE THEM never IGNORE THEM.
  25. BE TRANSPARENT ABOUT MISTAKES... nobody EXPECTS YOU TO BE PERFECT
  26. end RESULT?
  27. Do what you do so well that they will want to see it again and bring their friends. WALT DISNEY
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