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Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)

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Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)

  1. Customer Service is the New Marketing
  2. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Write these down!
  3. Foster more satisfied, loyal customers By working less and spending less money!
  4.  
  5. Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
  6.  
  7. The WOW! Experience
  8. “ A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  9. Meets Expectations (Survival) Meets Desires (Success) Meets Unrecognized Needs (Transformation) Maslow’s Hierarchy of Customer Service Creates Evangelism Creates Commitment Creates Satisfaction From Peak: How Great Companies Get Their Mojo From Maslow , By Chip Conley
  10. Zappos Gross Sales Satisfaction = Growth
  11. Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training
  12. Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center
  13. What kind of company are you?
  14. Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?
  15. Product-focused e.g. Apple, Google, Most web startups What kind of company are you?
  16. Infrastructure-focused e.g. Telecommunications, Cable, Utilities What kind of company are you?
  17. The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
  18. The Surprising Solution
  19. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Secrets of the Concierge
  20. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
  21.  
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  25. Keeping the customers out.
  26. How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers
  27. Common mistake: Focusing on time-per-call
  28. Friction-free communication is the new norm
  29. Timbuk2 discovers people talking
  30. What’s in Your Bag?
  31. Hack a diaper bag
  32. + =
  33. Engage Your Evangelists
  34. II.Reduce your sphere of control ...to increase your sphere of influence
  35. An Unlikely Scenario
  36. A Massive Monopolistic Monolith
  37. It’s All About Control.
  38.  
  39. The Answer: A Splinter Cell.
  40. Comcast Cares /Twitter / TechCrunch
  41.  
  42. Comcast on Get Satisfaction
  43. Comcast on Blogs
  44. Changing Minds About Comcast
  45. Changing Comcast’s Idea of Itself
  46. III.Smash the Silos (Think like the network)
  47. The “it’s not our problem” problem
  48. A Customer-Centric View
  49. The Twitter-TMobile meltdown
  50. The Twitter API Ecosystem
  51. SO ASK YOURSELF... What would a concierge do?
  52.  
  53. <ul><li>Put conversations at the center of the business </li></ul><ul><li>Reduce your sphere of control to increase sphere of influence </li></ul><ul><li>Smash the silos </li></ul>Again!
  54. Thanks! Questions? Email us. email: [email_address] follow me on twitter: tempo Or, http://getsatisfaction.com/satisfaction/

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