7. This is a great approach to customer service
But it doesn’t scale.
8. There’s more than one way to succeed in the
marketplace
Customer-focused Product-focused Operations-focused
Four Seasons, Zappos, Craigslist Apple, Google, most web Telecommunications, cable,
startups some widget companies?
9. The best way to deliver excellent
customer service is...
stop trying
15. Secrets of the Concierge
1. Put conversations at the center of
the business
2. Reduce your sphere of control to
increase sphere of influence
1. Smash the silos
16. 1
conversations at the
center of the business
“Markets are conversations”
-The Cluetrain Manifesto
17. Disconnected tools lead to customer
disconnection
Trouble
Contact FAQ Ticket Forum Wiki
page System
}
Disconnected support tools
18. Instead, use support tools on top of discussions
Trouble
Contact Ticket
page FAQ Forum Wiki
System
Conversations
20. Reduce support tasks while
increasing engagement
from 50% issues unresolved (with trouble ticket system and dedicated staff)
to 50% answered by other customers...