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/