CUSTOMER SERVICE -
  TRENDS AND IDEAS

Dave's Team
March '08
Campbell
Eist le fuaim na habhann agus
     gheobhaidh tú breac.
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Eist le fuaim na habhann agus
     gheobhaidh tú breac.
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Rational



Emotive

Intuitive

Desire




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A new approach to marketing


     Research                          Consumers

    Marketing
  Communications
           ...
Referral                 Simplicity
             Design
    Recommendation             Collaboration

Customer Voice      ...
Checklist
•   Simplicity – design customer experience
•   Listening
•   Join your queue
•   Media is changing
•   Customer...
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Customer Service Mar 08

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Customer Service Mar 08

  1. 1. CUSTOMER SERVICE - TRENDS AND IDEAS Dave's Team March '08 Campbell
  2. 2. Eist le fuaim na habhann agus gheobhaidh tú breac. 2
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  19. 19. Eist le fuaim na habhann agus gheobhaidh tú breac. 19
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  23. 23. Rational Emotive Intuitive Desire 23
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  26. 26. A new approach to marketing Research Consumers Marketing Communications Engagement/ Conversation PR/Reputation Management Customer Service 26
  27. 27. Referral Simplicity Design Recommendation Collaboration Customer Voice Conversation Personable Listening Human Empathetic 27
  28. 28. Checklist • Simplicity – design customer experience • Listening • Join your queue • Media is changing • Customers are more informed • Collaboration and organisations • Customers have a voice • Conversation builds trust • Exceed expectation – call back, last agent • Devotion 28

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