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The new era of customer relationships

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Mikkel Svane, CEO of Zendesk

Business models, consumer expectations, and technologies are evolving. The best brands are making the transition from transaction-based interactions to ongoing customer relationships. Mikkel Svane explores how this transformation is reshaping the future of customer service, and what you can do to build customer loyalty for the long haul.

Published in: Business
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The new era of customer relationships

  1. 1. #RelateLive The New Era of Customer Relationships
  2. 2. Mikkel Svane Zendesk CEO follow me @MikkelSvane
  3. 3. Relationships are Complicated
  4. 4. The nature of customer relationships is changing
  5. 5. Promoter Economy New Business Models Conscious Consumers Global Trends
  6. 6. New Business Models
  7. 7. Share a sense of purpose with members Remove friction from running business Appeal to asset light generation
  8. 8. Doubled locations 2014/2015 Customers grew 2-3x in 2015 New Model - welive -
  9. 9. 1yr 6yr Great Customer Experience increases Lifetime Value
  10. 10. Loyalty drives Revenue Growth 2 Years 1 Year Aggregate Revenue >2xRevenue 15% Churn 5% Churn
  11. 11. Promoter Economy
  12. 12. Excellent on-boarding process 98% and above Customer Satisfaction Score 3-4x more people in support than sales Core Value: Recommendations trump sales
  13. 13. 3.5x user growth in 2015 Up to 7% weekly growth 800k paid user accounts
  14. 14. Satisfied customers promote brands Customer Satisfaction Detractors Passives Promoters 62% Promoters 70% Detractors
  15. 15. Conscious Consumers
  16. 16. Ensure fair pay and clean working environments with factory partners Black Friday Fund Reveal true product cost
  17. 17. More than doubled revenue three years running Customer trust propels all aspects of the business
  18. 18. Corporate Social Responsibility influences where Millennials choose to… Corporate Social Responsibility influences where Millennials choose to… % Recommend % Work % Invest
  19. 19. +
  20. 20. of Americans prefer SMS over other forms of messaging % of Americans send/receive 1-20 SMS messages per day %
  21. 21. SMS Early Access Program zendesk.com/sms
  22. 22. EvangelismLoyalty Trust Customer Relationships Promoter Economy New Business Models Conscious Consumers
  23. 23. Andrew McMahon
  24. 24. #RelateLive

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