0
    	
   	
     	
     	
  
http://www.flickr.com/photos/kendrick/
“blog”
26,017
companies
When Social Media
   meets Customer Service
Product Ideation   Immersive Testing        Launch           Customer Service
...
When Social Media
meets Customer Service
Customer Service        Product Ideation        Immersive Testing        Launch
 ...
           	
  
       	
            	
  
                            	
                   	
            	
  
            ...
Behold...
The Holy Grail of Customer Experience
                             Photo by Krelic http://flickr.com/photos/15271...
    	
     	
  	
  
“A Customer Service
Company That Happens
    To Sell Shoes”




               Photo by orangeacid http://flickr.com/photos...
ʼ’ 	
                          	
   	
                    	
  



                                                        ...
  	
  

                                                                     1,000



                                    ...
  	
  

Increasing customer retention by 5%
    increases profits by 25-95%
    	
   	
     	
  
       	
  




                          Photo by Squirmella http://flickr.com/photos/squirmelia/2476...
    	
   	
     	
                 	
  

                          Photo by Cannlvr http://flickr.com/photos/cannlvr/433096...
What kind of
company are you?
          	
   	
                   	
      	
  




Customer-focused
         e.g. Four Seasons, Zappos, Craigslist
        	
   	
                   	
        	
  




Infrastructure-focused
       e.g. Telecommunications, Cable, Utiliti...
        	
   	
                 	
     	
  




Product-focused
        e.g. Apple,Yahoo, most companies
    	
     	
     	
     	
   	
  




                                        Photo by sunny-drunk http://flickr.com/photo...
http://www.flickr.com/photos/95572727@N00/
http://www.flickr.com/photos/63197350@N00/
  	
     	
  


1.Conversations at the center of the
  business

2. Reduce your sphere of control to
  increase your spher...
    	
   	
     	
     	
   	
     	
  
    	
     	
  
    	
     	
  




                            	
            	
  



                     	
            	
  
    	
  
  	
  
 
    	
     	
  
ʼ’ 	
   	
     	
  
Hack a diaper bag


	
  
    	
  
    	
  
    	
            	
            	
   	
  


              	
            	
                 	
     	
   	
  
    	
     	
  
ʼ’ 	
     	
     	
  
5000 vs 5
Comcast Cares /
Twitter / TechCrunch
Comcast on Get
         Satisfaction

	
  
Comcast on Blogs
Comcast on Blogs
    	
     	
  
    ʼ’ 	
     	
   	
  
    	
     	
  
    	
     	
     	
  
    ʼ’ 	
     	
     	
     	
  
ʼ’ 	
     	
     	
            	
            	
     	
  
                        	
            	
  
  	
     	
     	
  
 
 
 




       	
  
SO ASK YOURSELF...
What would a concierge do?
In Summary
When Social Media
meets Customer Service
Customer Service        Product Ideation        Immersive Testing        Launch
 ...
Lane Becker
Email me at lane@getsatisfaction.com
AIM me at monstro9
Follow me on Twitter @monstro
Or on Facebook at /laneb...
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
"Customer Service is the New Marketing" for ACCE, November 2009
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"Customer Service is the New Marketing" for ACCE, November 2009

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For the ACCE conference, November 2009.

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Transcript of ""Customer Service is the New Marketing" for ACCE, November 2009"

  1. 1.           http://www.flickr.com/photos/kendrick/
  2. 2. “blog”
  3. 3. 26,017 companies
  4. 4. When Social Media meets Customer Service Product Ideation Immersive Testing Launch Customer Service New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas
  5. 5. When Social Media meets Customer Service Customer Service Product Ideation Immersive Testing Launch Problems, Questions, New Products, Buyers, Features, Buzz, Promotion, Ideas New Uses Pricing, Service Marketing Social Effects
  6. 6.                    
  7. 7. Behold... The Holy Grail of Customer Experience Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
  8. 8.        
  9. 9. “A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  10. 10. ʼ’         Creates Meets Evangelism Unrecognized Needs (Transformation) Creates Commitment Meets Desires (Success) Creates Meets Expectations Satisfaction (Survival) From Peak: How Great Companies Get Their Mojo From Maslow, By Chip Conley
  11. 11.     1,000 750 500 Zappos Gross Sales 250 2000 2001 0 2002 2003 2004 2005 2006 2007 2008
  12. 12.     Increasing customer retention by 5% increases profits by 25-95%
  13. 13.           Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/
  14. 14.           Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/
  15. 15. What kind of company are you?
  16. 16.           Customer-focused e.g. Four Seasons, Zappos, Craigslist
  17. 17.           Infrastructure-focused e.g. Telecommunications, Cable, Utilities
  18. 18.           Product-focused e.g. Apple,Yahoo, most companies
  19. 19.             Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
  20. 20. http://www.flickr.com/photos/95572727@N00/
  21. 21. http://www.flickr.com/photos/63197350@N00/
  22. 22.       1.Conversations at the center of the business 2. Reduce your sphere of control to increase your sphere of influence 3. Work with your network
  23. 23.              
  24. 24.      
  25. 25.              
  26. 26.    
  27. 27.    
  28. 28.  
  29. 29.      
  30. 30. ʼ’      
  31. 31. Hack a diaper bag  
  32. 32.    
  33. 33.    
  34. 34.                    
  35. 35.      
  36. 36. ʼ’      
  37. 37. 5000 vs 5
  38. 38. Comcast Cares / Twitter / TechCrunch
  39. 39. Comcast on Get Satisfaction  
  40. 40. Comcast on Blogs
  41. 41. Comcast on Blogs
  42. 42.      
  43. 43.   ʼ’      
  44. 44.      
  45. 45.        
  46. 46.   ʼ’        
  47. 47. ʼ’                
  48. 48.        
  49. 49.  
  50. 50.  
  51. 51.    
  52. 52. SO ASK YOURSELF... What would a concierge do?
  53. 53. In Summary
  54. 54. When Social Media meets Customer Service Customer Service Product Ideation Immersive Testing Launch Problems, Questions, New Products, Buyers, Features, Buzz, Promotion, Ideas New Uses Pricing, Service Marketing Social Effects
  55. 55. Lane Becker Email me at lane@getsatisfaction.com AIM me at monstro9 Follow me on Twitter @monstro Or on Facebook at /laneb Or even give me a call at 1-415-867-1708 http://www.flickr.com/photos/blackbeltjones/
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