Matt Trifiro - Desk.com

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Great presentation from Social Biz Atlanta 2012

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Matt Trifiro - Desk.com

  1. 1. The Velocity Of Customer Service Matthew G Trifiro Senior VP, Marketing
  2. 2. Source: http://www.flickr.com/photos/twylo/
  3. 3. http://www.flickr.com/photos/mateus27_24-25/
  4. 4. http://www.flickr.com/photos/mlrs193/http://www.flickr.com/photos/56595211@N07/
  5. 5. Customer Service Circa 1979
  6. 6. Customer Service Circa 2012 Phone Web FacebookEmail Twitter
  7. 7. “If you make customersunhappyin the physical world,they might each tell6 friends. If youmake customersunhappy on theInternet, they caneach tell 6,000 friends.” Jeff Bezos
  8. 8. No Surprise: Tweets Travel Faster than Packages Fedex Brand Mentions 2000 1800 1 Tweet every 2 seconds 1600 1400 1200 1000 800 600 400 200 0Source: YouTube Source: Radian6
  9. 9. The Box Toss – By The Numbers+0 Hours 13 Hours go by & Fedex Finally tweets a response 4,825 Fedex Tweets by that time 40 Hours go by & Fedex finally tweets official blog post 15,658 Tweets by that time 40,644 Tweets over 72 hours 1,097,388 People in Twitter impact radius
  10. 10. The World According to TARP, and How it Turned Customer Service on Its Head
  11. 11. TARPisms Word of Mouth A dissatisfied customer will tell twice as many people about a bad experience, as they will a good experience
  12. 12. TARPismsGood Service is Good BusinessIt costs 10 times as much to acquire a newcustomer as it does to keep an existing oneResolved problems = retained customers.Fast resolutions = mega retained
  13. 13. TARPisms The Conundrum Half of your customers won’t complain to you even if they are dissatisfied It’s hard to save the customer if they won’t tell you there’s a problem
  14. 14. The Big Innovation Back Then
  15. 15. Today’s Equivalent: The Social Help Desk Develop personal relationships with your customers on Twitter. Interact with your customer community on Facebook.
  16. 16. “If 30% of your customers were calling, would you not answer the phone?”Bonobos, a pioneer in online retail:65 employeesEvery employee plays a role in service30% of customer service on social media
  17. 17. Boloco, a Boston-basedEmpowering store managers with social helpdesk
  18. 18. What’s a customer worth?
  19. 19. What’s a customer worth?A Customer is worth the sum total of all the value you receiveover their lifetime. $LTV = Monthly Revenue * Months
  20. 20. The End

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