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Cus·tom·er (kŭs'tə-mər) noun - a person
Who purchases goods or services from
another

Origin: 1400–50; late Middle English...
• 35% of all e-mail inquiries to companies get no
  response within 7 days

• 25% get no response at all

• 96% of dissati...
• 54 -70% will stay loyal if their complaint is
  resolved.

• 95% will stay loyal if…the complaint was resolved
  quickly...
• Ordinary people who can solve extraordinary
  issues

• Tough Technical Issues

• “Problem” Customers

• Arcane Processes
• Matt Parkman

• Power to Read Minds
Truism #2 – It’s About Relationships
• Site Visits
• Open Houses
• Call Them
• Ticket Follow Ups
• Surveys (Rich
  Hand)
• Focus Group
• Be Approachable
•   Technology
•   Processes
•   People
•   Empowerment
•   Training
• Customer Service is a Marathon, Not a 5K
• Minute 42
• Aid Stations (H2O and Gu)
•   Focus on the Customer
•   It’s All About Relationships
•   If It’s Broke, Fix It
•   Fast Service Beats Everything Els...
www.customerservicevoodoo.com
Twitter.com/brandon_caudle
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
Hdi Customer Service Week 2009   Save The Customer, Save The World
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Hdi Customer Service Week 2009 Save The Customer, Save The World

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Save the Customer, Save the World

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Hdi Customer Service Week 2009 Save The Customer, Save The World

  1. 1. Cus·tom·er (kŭs'tə-mər) noun - a person Who purchases goods or services from another Origin: 1400–50; late Middle English. The word historically derives from custom, meaning "habit"
  2. 2. • 35% of all e-mail inquiries to companies get no response within 7 days • 25% get no response at all • 96% of dissatisfied customers don’t complain…they just stop buying.
  3. 3. • 54 -70% will stay loyal if their complaint is resolved. • 95% will stay loyal if…the complaint was resolved quickly. • On average a satisfied customer tells three people about a good product experience. • The average dissatisfied customer gripes to 11 people *Data from Forrester
  4. 4. • Ordinary people who can solve extraordinary issues • Tough Technical Issues • “Problem” Customers • Arcane Processes
  5. 5. • Matt Parkman • Power to Read Minds
  6. 6. Truism #2 – It’s About Relationships
  7. 7. • Site Visits • Open Houses • Call Them • Ticket Follow Ups • Surveys (Rich Hand) • Focus Group • Be Approachable
  8. 8. • Technology • Processes • People • Empowerment • Training
  9. 9. • Customer Service is a Marathon, Not a 5K • Minute 42 • Aid Stations (H2O and Gu)
  10. 10. • Focus on the Customer • It’s All About Relationships • If It’s Broke, Fix It • Fast Service Beats Everything Else • We’re In It For The Long Haul
  11. 11. www.customerservicevoodoo.com Twitter.com/brandon_caudle

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