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

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Slides from my talk at a recent Media Conference.

Slides from my talk at a recent Media Conference.

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

  • 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