How to Inspire Word of Mouth through Customer Service

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/

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/

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How to Inspire Word of Mouth through Customer Service

by Get Satisfaction on Dec 16, 2009

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