Let's Get Engaged: The New Customer Service Landscape

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Presented on July 22, 2009 for Yahoo!

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Let's Get Engaged: The New Customer Service Landscape

  1. !"#!$"%"#"&'()("*+ !"#!$#%!&'()*+#,!-#,./0#!1234025# http://www.flickr.com/photos/kendrick/
  2. • Platform built for customer engagement
  3. • Platform built for • Distributed customer engagement communities
  4. • Platform built for • Distributed • Delivering real customer engagement communities business outcomes
  5. Customer Engagement > Customer Service Product Ideation Immersive Testing Launch Customer Service New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas
  6. Customer Engagement > 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
  7. 6*()#,!+*,#! (2)/(7#48!9*:29! 0'()*+#,( ;:!%*,</3=!9#((! 234!(5#34/3=! 9#((!+*3#:>
  8. Behold... The Holy Grail of Customer Engagement Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
  9. !"#!?@?>!AB5#,/#30#!!
  10. “A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  11. C2(9*%"(!D/#,2,0":!*E!&'()*+#,!A3=2=#+#3) Creates Meets Evangelism Unrecognized Needs (Transformation) Creates Commitment Meets Desires (Success) Creates Meets Expectations Satisfaction (Survival) From Peak: How Great Companies Get Their Mojo From Maslow, By Chip Conley
  12. -2)/(E20)/*3!F!G,*%)" 1,000 750 500 Zappos Gross Sales 250 2000 2001 0 2002 2003 2004 2005 2006 2007 2008
  13. 1*:29):!F!H,*7)( Increasing customer retention by 5% increases profits by 25-95%
  14. 6*',!?##<(!*E!&'()*+#,! -#,./0#!!,2/3/3= Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/
  15. @3#!?##<!/3!)"#!&299!&#3)#, Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/
  16. What kind of company are you?
  17. ?"2)!</34!*E!0*+523:!2,#!:*'I Customer-focused e.g. Four Seasons, Zappos, Craigslist
  18. ?"2)!</34!*E!0*+523:!2,#!:*'I Infrastructure-focused e.g. Telecommunications, Cable, Utilities
  19. ?"2)!</34!*E!0*+523:!2,#!:*'I Product-focused e.g. Apple, Yahoo, most web companies
  20. !"#!H2)"!6*,!)"#!J#()!*E!K( Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
  21. !"#!-',5,/(/3=!-*9')/*3
  22. -#0,#)(!*E!)"#!&*30/#,=# 1.Conversations at the center of the business 2. Reduce your sphere of control to increase your sphere of influence 3. Smash the silos
  23. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
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  29. Timbuk2 discovers people talking
  30. ?"2)"(!/3!R*',!;2=I
  31. Hack a diaper bag @')(/4#!/33*.2)/*3
  32. Focus Group 2.0
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  34. II. Reduce your sphere of control ...to increase your sphere of influence
  35. M!C2((/.#!C*3*5*9/()/0!C*3*9/)"
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  37. 5000 vs 5
  38. Comcast Cares / Twitter / TechCrunch
  39. Comcast on Get Satisfaction -"*0<!),#2)+#3)
  40. Comcast on Blogs
  41. Comcast on Blogs
  42. &"23=/3=!C/34(!MO*')!&*+02()
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  45. III. Smash the Silos (Work with the network)
  46. The “it’s not our problem” problem is not a customer-centric view
  47. S)"(!3*)!09#2,!%"#,#!:*',!/3)#,#()(!#34 234!*)"#,(!O#=/3
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  52. The Twitter API Ecosystem A2,9:!%2,3/3=!E,*+!,#92)#4!255( $#)%*,<#4!('55*,)!20,*((!)"#!#0*(:()#+ &'()*+#,P)*P0'()*+#,P)*P0'()*+#,!('55*,)
  53. SO ASK YOURSELF... What would a concierge do?
  54. Lane Becker Email me at lane@getsatisfaction.com IM me at monstro9 on AIM Follow me on Twitter @monstro Or on Facebook at /laneb 123#!;#0<#, Or even give me a call at 1-415-867-1708 http://www.flickr.com/photos/blackbeltjones/

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