0
So you’ve
got these
customers
And
you want
them to:
Love you


       http://www.flickr.com/photos/gi/
http://www.flickr.com/photos/andresrueda/




Buy from you
Tell their
friends all
about you
      http://www.flickr.com/photos/pricklebush/
And you’ve
 got this
community
      http://www.flickr.com/photos/akc77/
And you’ve
 got this

community
      http://www.flickr.com/photos/akc77/
Can it do
this for you?
   It can.
things to
remember:
1
ONE


This isn’t
customer
avoidance
Outsourcing
Call Centers
  “FAQs”
http://www.flickr.com/photos/claudio_ar/




  This is
customer
avoidance
Focusing on
time-per-call
leads to this
friction-free
2
TWO


Customer
service is
marketing
When Community meets
   Customer Service
Product Ideation   Immersive Testing        Launch           Customer Service
 Ne...
When Community meets
  Customer Service
Customer Service        Product Ideation        Immersive Testing        Launch
 P...
3
THREE



Public is
different than
private
Every
  business
needs a lobby
The
concierge
  model
How to
                                        Inspire
http://www.flickr.com/photos/kendrick/
Word of
                                    Mouth
http://www.flickr.com/photos/kendrick/
Through
                           Customer
                            Service
http://www.flickr.com/photos/kendrick/
http://www.flickr.com/photos/13522901@N00/




In
easy steps:
1
ONE


Know your
special purpose
Breeding
  trust
2
TWO


Set some
rules
3
THREE



Set clear
expectations
Consistency
in response
Evolve your
policy as your
 community
    grows
Respond
quickly
(but only if there’s no
malice in your heart)
4
FOUR



Cast a wide
net
Weave
conversation
 throughout
Not just a
tab on your
    site
Everybody
in the pool
5
FIVE


Create
productive
outcomes
http://www.flickr.com/photos/thomashawk/




Learn to say
you’re sorry
Relax and
 reframe
6
SIX


Make it
personal
Discourage
Anonymity
Use your
real name
and voice.
      http://www.flickr.com/photos/cunisdiabolis/
http://www.flickr.com/photos/kishorephotography/




Be human.
Lane Becker
lane@getsatisfaction.com
@monstro
http://getsatisfaction.com/
http://slideshare.net/monstro


                ...
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.

Published in: Business, Education
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Transcript of "How to Inspire Word of Mouth through Customer Service"

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