Hdi Customer Service Week 2009   Save The Customer, Save The World
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Hdi Customer Service Week 2009 Save The Customer, Save The World

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Save the Customer, Save the World

Save the Customer, Save the World

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  • 1. Cus·tom·er (kŭs'tə-mər) noun - a person Who purchases goods or services from another Origin: 1400–50; late Middle English. The word historically derives from custom, meaning "habit"
  • 2. • 35% of all e-mail inquiries to companies get no response within 7 days • 25% get no response at all • 96% of dissatisfied customers don’t complain…they just stop buying.
  • 3. • 54 -70% will stay loyal if their complaint is resolved. • 95% will stay loyal if…the complaint was resolved quickly. • On average a satisfied customer tells three people about a good product experience. • The average dissatisfied customer gripes to 11 people *Data from Forrester
  • 4. • Ordinary people who can solve extraordinary issues • Tough Technical Issues • “Problem” Customers • Arcane Processes
  • 5. • Matt Parkman • Power to Read Minds
  • 6. Truism #2 – It’s About Relationships
  • 7. • Site Visits • Open Houses • Call Them • Ticket Follow Ups • Surveys (Rich Hand) • Focus Group • Be Approachable
  • 8. • Technology • Processes • People • Empowerment • Training
  • 9. • Customer Service is a Marathon, Not a 5K • Minute 42 • Aid Stations (H2O and Gu)
  • 10. • Focus on the Customer • It’s All About Relationships • If It’s Broke, Fix It • Fast Service Beats Everything Else • We’re In It For The Long Haul
  • 11. www.customerservicevoodoo.com Twitter.com/brandon_caudle