Customer Service is the New Marketing
<ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere...
Foster more satisfied, loyal customers By working less and spending  less money!
 
Behold... The Holy Grail of Customer Service Photo by Krelic  http://flickr.com/photos/15271532@N00/2312714034/
 
The WOW! Experience
“ A Customer Service Company That Happens  To Sell Shoes” Photo by orangeacid  http://flickr.com/photos/orangeacid/4592079...
Meets Expectations (Survival) Meets Desires (Success) Meets  Unrecognized  Needs (Transformation) Maslow’s Hierarchy of Cu...
Zappos Gross Sales Satisfaction = Growth
Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training
Photo by Cannlvr  http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center
What kind of company are you?
Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?
Product-focused e.g.  Apple, Google,  Most web startups What kind of company are you?
Infrastructure-focused e.g.  Telecommunications, Cable, Utilities What kind of company are you?
The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
The Surprising Solution
<ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere...
I. Conversations at the  center of the business “Markets are conversations”   -The Cluetrain Manifesto
 
 
 
 
Keeping the customers out.
How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers
Common mistake: Focusing on time-per-call
Friction-free communication is the new norm
Timbuk2 discovers people talking
What’s in Your Bag?
Hack a diaper bag
+ =
Engage Your Evangelists
II.Reduce your sphere  of control ...to increase your sphere of influence
An Unlikely Scenario
A Massive Monopolistic Monolith
It’s All About Control.
 
The Answer: A Splinter Cell.
Comcast Cares /Twitter / TechCrunch
 
Comcast on Get Satisfaction
Comcast on Blogs
Changing Minds About Comcast
Changing Comcast’s Idea of Itself
III.Smash the Silos (Think like the network)
The  “it’s not our problem”  problem
A Customer-Centric View
The Twitter-TMobile meltdown
The Twitter API Ecosystem
SO ASK YOURSELF... What would a concierge do?
 
<ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere...
Thanks! Questions? Email us.  email:  [email_address]   follow me on twitter:  tempo   Or,  http://getsatisfaction.com/sat...
Upcoming SlideShare
Loading in …5
×

Customer Service Is The New Marketing

555 views
550 views

Published on

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
555
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
26
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Customer Service Is The New Marketing

  1. 1. Customer Service is the New Marketing
  2. 2. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Write these down!
  3. 3. Foster more satisfied, loyal customers By working less and spending less money!
  4. 5. Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
  5. 7. The WOW! Experience
  6. 8. “ A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  7. 9. Meets Expectations (Survival) Meets Desires (Success) Meets Unrecognized Needs (Transformation) Maslow’s Hierarchy of Customer Service Creates Evangelism Creates Commitment Creates Satisfaction From Peak: How Great Companies Get Their Mojo From Maslow , By Chip Conley
  8. 10. Zappos Gross Sales Satisfaction = Growth
  9. 11. Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training
  10. 12. Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center
  11. 13. What kind of company are you?
  12. 14. Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?
  13. 15. Product-focused e.g. Apple, Google, Most web startups What kind of company are you?
  14. 16. Infrastructure-focused e.g. Telecommunications, Cable, Utilities What kind of company are you?
  15. 17. The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
  16. 18. The Surprising Solution
  17. 19. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Secrets of the Concierge
  18. 20. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
  19. 25. Keeping the customers out.
  20. 26. How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers
  21. 27. Common mistake: Focusing on time-per-call
  22. 28. Friction-free communication is the new norm
  23. 29. Timbuk2 discovers people talking
  24. 30. What’s in Your Bag?
  25. 31. Hack a diaper bag
  26. 32. + =
  27. 33. Engage Your Evangelists
  28. 34. II.Reduce your sphere of control ...to increase your sphere of influence
  29. 35. An Unlikely Scenario
  30. 36. A Massive Monopolistic Monolith
  31. 37. It’s All About Control.
  32. 39. The Answer: A Splinter Cell.
  33. 40. Comcast Cares /Twitter / TechCrunch
  34. 42. Comcast on Get Satisfaction
  35. 43. Comcast on Blogs
  36. 44. Changing Minds About Comcast
  37. 45. Changing Comcast’s Idea of Itself
  38. 46. III.Smash the Silos (Think like the network)
  39. 47. The “it’s not our problem” problem
  40. 48. A Customer-Centric View
  41. 49. The Twitter-TMobile meltdown
  42. 50. The Twitter API Ecosystem
  43. 51. SO ASK YOURSELF... What would a concierge do?
  44. 53. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Again!
  45. 54. Thanks! Questions? Email us. email: [email_address] follow me on twitter: tempo Or, http://getsatisfaction.com/satisfaction/

×