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"

• 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.

• 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

• Ordinary people who can solve extraordinary
issues
• Tough Technical Issues
• “Problem” Customers
• Arcane Processes

• Matt Parkman
• Power to Read Minds

Truism #2 – It’s About Relationships

• Site Visits
• Open Houses
• Call Them
• Ticket Follow Ups
• Surveys (Rich
Hand)
• Focus Group
• Be Approachable

• Technology
• Processes
• People
• Empowerment
• Training

• Customer Service is a Marathon, Not a 5K
• Minute 42
• Aid Stations (H2O and Gu)

• 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

www.customerservicevoodoo.com
Twitter.com/brandon_caudle