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

  • 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 New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas
  • 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
  • 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 http://www.flickr.com/photos/blackbeltjones/