Customer Service Branding - Drizzlin Media

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Customer Service Branding - Drizzlin Media

  1. 1. CUSTOMER SERVICE BRANDING…<br />
  2. 2. MrutyunjayMishra, COO <br />@TwittingM2<br />
  3. 3. THIS IS NOT AN ISOLATED CASE<br />LETS LOOK AT THE ENTIRE LANDSCAPE OF DISSATISFIED CUSTOMERS...<br />
  4. 4. Peeved Customers that never expressPeeved Customers that express but are not heardPeeved Customers that are heard but never addressedPeeved Customers that sometimes to get addressed but there is no resolutionThe lucky ones that get resolved but are never really WOWED<br />
  5. 5. DO YOU THINK THERE IS SOMETHING BEYOND RESOLUTION THAT COULD BE DONE FOR A DISSATISFIED CUSTOMER?<br />
  6. 6. WE THINK YES!<br />
  7. 7. WE BELIEVE THAT COMPLAINTS ARE NOT JUST ABOUT RESOLUTION AND CLOSING TICKETS. <br />THEY ARE ACTUALLY AN OPPORTUNITY TO CREATE BRAND AMBASSADORS<br />
  8. 8. CREATING WOW LET’S TELL YOU HOW<br />
  9. 9. THE WOMOFWOW<br />SPREADING CUSTOMER SERVICE EXPERIENCE…<br />THE NETWORK <br />EFFECT KICKS IN<br />- Facebook & Twitter...<br />SHARING WITH <br />FRIENDS AND FAMILY...<br />
  10. 10. THE ABILITY TO CREATE BUZZ THROUGH CUSTOMER SERVICE AND USING IT TO YOUR BRAND ADVANTAGE IS WHAT WE CALL<br />CUSTOMER SERVICE BRANDING<br />
  11. 11. LETS TAKE A LOOK AT WHAT’S HAPPENING AROUND...<br />
  12. 12. #1<br />
  13. 13. LOTS OF NEGATIVE COMMENTS AND VERY LITTLE POSITIVE<br />
  14. 14. #2<br />
  15. 15. BRANDS BEHAVING LIKEROBOTS ON THE SOCIAL WEB... <br />
  16. 16. #3<br />
  17. 17. BRANDS OVER PROMISE AND UNDER DELIVER<br />Happy to help<br />
  18. 18. #4<br />
  19. 19. INSUFFICIENT TRAININGANDKNOWLEDGE IN MOST CUSTOMER SERVICE REP <br />
  20. 20. #5<br />
  21. 21. LACK OF CHANNEL INTEGRATION<br />
  22. 22. HERE ARE SOME ESSENTIALS FOR MANAGING AFFAIRS…<br />
  23. 23. Tracking or Listening to each and every online conversation relevant to your business <br />Participating and Responding promptly to all relevant customer queries and complaints <br />Talking to them as a person and befriending them<br />Improving product/service quality at all operational levels<br />Encouraging Feedback- Give what they want<br />Using Customer Service as a Marketing Tool<br />
  24. 24. AND THIS IS OUR PROPOSITION…<br />
  25. 25. DEDICATE A CHUNK OF YOUR MARKETING BUDGET TO CUSTOMER SERVICE!<br />BRANDS ARE CUSTOMER CENTRIC WHEN THEIR CUSTOMERS SAY SO AND NOT WHEN THEY PROCLAIM IT THEMSELVES...<br />
  26. 26. WHAT WE ARE SAYING…<br />
  27. 27. GOOD CUSTOMER SERVICE CREATES MORE BRAND ADVOCATES!<br />IT MAKES YOUR CUSTOMERS HAPPY!<br />IT IS A MARKET DIFFERENTIATOR!<br />IT IS GOOD KARMA!<br />THINK ABOUT IT!<br />
  28. 28. THANK YOU<br />www.drizzlin.com<br />hello@drizzlin.com<br />

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