Building a Customer Service Culture

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Slides from the September 2012 SME Digital Power Panel discussion on building a customer service culture to drive profits with Zappos, Citibank and Social Media Explorer.

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Building a Customer Service Culture

  1. 1.  ▪ ▪ ▪
  2. 2.     @electra
  3. 3.  ▪ ▪ ▪ @zapposinsights
  4. 4.  ▪ ▪ ▪ @frankeliason
  5. 5.  ▪ ▪ ▪ @nichole_kelly
  6. 6. A leading live chat software provider Check them out at www.velaro.com @velaro_inc
  7. 7. #smedigital @jasonfalls @electra @zapposinsights @frankeliason #custserv #customerservice
  8. 8. How important is culture in providingexceptional customer service and how can you prevent it from becoming lip service from the executive team?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  9. 9. How can companies turn a customer service culture into a competitive advantage?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  10. 10. How can companies figure out what “their culture” is or should be?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  11. 11. How do you develop the right criteria to quicklydetermine whether or not someone is a good fit? What do you do when you realize someone doesn’t share the company’s values?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  12. 12. What do you do if you don’t have senior level buy-in for making a culture change?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  13. 13. What should a company do to be prepared for providing service on social channels? How is it different than routing a call to a call center?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  14. 14. Who is doing a great job of making the customer service culture transition?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  15. 15. How important are options like live chat on your website to the customer service experience? Are there other types of customer service tools you recommend?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  16. 16. What are the important factors when hiring employees for online customer service?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  17. 17. how can companies measure customer service impact on profitability? How can you measure the ROI of customer service?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  18. 18. How can you make a customer service culture part of your company? How can you get buy-in or implement the tips we’ve heard?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  19. 19. Still Time to Register Explore Irvine, CA Live Chat Software October 18 – 19th Portland, OR www.velaro.com November 15-16th @velaro_inc
  20. 20. Check Out These Great Resources www.zapposinsights.com

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