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How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
How to Inspire Word of Mouth through Customer Service
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How to Inspire Word of Mouth through Customer Service

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For the GasPedal Supergenius Word-of-Mouth Conference, December 16, 2009.

For the GasPedal Supergenius Word-of-Mouth Conference, December 16, 2009.

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Transcript

  • 1. So you’ve got these customers
  • 2. And you want them to:
  • 3. Love you http://www.flickr.com/photos/gi/
  • 4. http://www.flickr.com/photos/andresrueda/ Buy from you
  • 5. Tell their friends all about you http://www.flickr.com/photos/pricklebush/
  • 6. And you’ve got this community http://www.flickr.com/photos/akc77/
  • 7. And you’ve got this community http://www.flickr.com/photos/akc77/
  • 8. Can it do this for you? It can.
  • 9. things to remember:
  • 10. 1 ONE This isn’t customer avoidance
  • 11. Outsourcing Call Centers “FAQs”
  • 12. http://www.flickr.com/photos/claudio_ar/ This is customer avoidance
  • 13. Focusing on time-per-call
  • 14. leads to this
  • 15. friction-free
  • 16. 2 TWO Customer service is marketing
  • 17. When Community meets Customer Service Product Ideation Immersive Testing Launch Customer Service New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas
  • 18. When Community 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
  • 19. 3 THREE Public is different than private
  • 20. Every business needs a lobby
  • 21. The concierge model
  • 22. How to Inspire http://www.flickr.com/photos/kendrick/
  • 23. Word of Mouth http://www.flickr.com/photos/kendrick/
  • 24. Through Customer Service http://www.flickr.com/photos/kendrick/
  • 25. http://www.flickr.com/photos/13522901@N00/ In easy steps:
  • 26. 1 ONE Know your special purpose
  • 27. Breeding trust
  • 28. 2 TWO Set some rules
  • 29. 3 THREE Set clear expectations
  • 30. Consistency in response
  • 31. Evolve your policy as your community grows
  • 32. Respond quickly (but only if there’s no malice in your heart)
  • 33. 4 FOUR Cast a wide net
  • 34. Weave conversation throughout
  • 35. Not just a tab on your site
  • 36. Everybody in the pool
  • 37. 5 FIVE Create productive outcomes
  • 38. http://www.flickr.com/photos/thomashawk/ Learn to say you’re sorry
  • 39. Relax and reframe
  • 40. 6 SIX Make it personal
  • 41. Discourage Anonymity
  • 42. Use your real name and voice. http://www.flickr.com/photos/cunisdiabolis/
  • 43. http://www.flickr.com/photos/kishorephotography/ Be human.
  • 44. Lane Becker lane@getsatisfaction.com @monstro http://getsatisfaction.com/ http://slideshare.net/monstro http://www.flickr.com/photos/blackbeltjones/

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