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Customer Service Is The New Marketing
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Customer Service Is The New Marketing

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  • 1. Customer Service is the New Marketing
  • 2.
    • Put conversations at the center of the business
    • Reduce your sphere of control to increase sphere of influence
    • Smash the silos
    Write these down!
  • 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/
  • 6.  
  • 7. The WOW! Experience
  • 8. “ A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  • 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
  • 10. Zappos Gross Sales Satisfaction = Growth
  • 11. Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training
  • 12. Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center
  • 13. What kind of company are you?
  • 14. Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?
  • 15. Product-focused e.g. Apple, Google, Most web startups What kind of company are you?
  • 16. Infrastructure-focused e.g. Telecommunications, Cable, Utilities What kind of company are you?
  • 17. The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
  • 18. The Surprising Solution
  • 19.
    • Put conversations at the center of the business
    • Reduce your sphere of control to increase sphere of influence
    • Smash the silos
    Secrets of the Concierge
  • 20. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
  • 21.  
  • 22.  
  • 23.  
  • 24.  
  • 25. Keeping the customers out.
  • 26. How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers
  • 27. Common mistake: Focusing on time-per-call
  • 28. Friction-free communication is the new norm
  • 29. Timbuk2 discovers people talking
  • 30. What’s in Your Bag?
  • 31. Hack a diaper bag
  • 32. + =
  • 33. Engage Your Evangelists
  • 34. II.Reduce your sphere of control ...to increase your sphere of influence
  • 35. An Unlikely Scenario
  • 36. A Massive Monopolistic Monolith
  • 37. It’s All About Control.
  • 38.  
  • 39. The Answer: A Splinter Cell.
  • 40. Comcast Cares /Twitter / TechCrunch
  • 41.  
  • 42. Comcast on Get Satisfaction
  • 43. Comcast on Blogs
  • 44. Changing Minds About Comcast
  • 45. Changing Comcast’s Idea of Itself
  • 46. III.Smash the Silos (Think like the network)
  • 47. The “it’s not our problem” problem
  • 48. A Customer-Centric View
  • 49. The Twitter-TMobile meltdown
  • 50. The Twitter API Ecosystem
  • 51. SO ASK YOURSELF... What would a concierge do?
  • 52.  
  • 53.
    • Put conversations at the center of the business
    • Reduce your sphere of control to increase sphere of influence
    • Smash the silos
    Again!
  • 54. Thanks! Questions? Email us. email: [email_address] follow me on twitter: tempo Or, http://getsatisfaction.com/satisfaction/