1.
Bad Service:
Hate It, Spread
ItHow to increase customer satisfaction,
with fewer reps, more analytics, more
press and less money.

2.
Robyn Tippins
Co-founder, Mariposa Interactive
Author, Community 101
Community Manager since 1996

3.
Your call is very
important to us...

4.
Why Customers say
goodbye to you
0% 5% 10% 15% 20% 25% 30%
Die
Move away
Seek alternatives
Leave for competitor
Product dissatisfaction
Due to treatment

5.
#blackberry

6.
#pinkslime

7.
#cairo
From the larger Arab Spring movement

8.
he
customer response

9.
Chapsticks’ Facebook
Mishap

10.
2014
Super
Bowl
power
failure

11.
2014
Buffet bracket
challenge

12.
and
the risk

13.
9/11 10th Anniversary

14.
Oops

15.
...but they nail the return

16.
Cartoon from ThisIsIndexed
Scale is possible

17.
Helping Non-Tech Savvy User
ALL OF A SUDDEN YOUR PAGE APPEARED ON MY
COMPUTER................. PLEASE...PLEASE...REMOVE
IT AS SOON AS POSSIBLE.
THANK YOU
EMAIL@DOMAIN.NET
Actual Customer Service Email
Robyn Tippins | RobynTippins@gmail.com | @Duzins on Twitter

18.
helping the non-savvy user
ALL OF A SUDDEN YOUR PAGE APPEARED ON MY
COMPUTER................. PLEASE...PLEASE...REMOVE
IT AS SOON AS POSSIBLE.
THANK YOU
EMAIL@DOMAIN.NET
Actual Customer Service Email

19.
OK, how about this motto: ‘If you are unhappy for
any reason, we will feel really bad.’

20.
Our vision is to be
earth’s most customer
centric company; to
build a place where
people can come to
find and discover
anything they might
want to buy online.

21.
Positive Assumptions
• No Questions Asked
Return Policy –
Anytime
• Customer Almost
Always Right
• Fast Response

22.
Documentation
• Create an Online
Documentation
Center
• Place helps in
strategic places

23.
Empower Your Reps
• Tell them to take the blame
• Encourage creativity
• Take away the clock
• Encourage power listening
• Have them envision the
person on the other side
• Encourage real language
• Emphasize follow through
• Remind them to keep their
cool

24.
Weekly Check-Ups
• Call you customer
support help-line
• Send an email
through your Help
link
• Leave a comment on
customer support
forums
• Tweet your company

25.
Gift the Extra Mile
• Amaze Me reports
• Require follow
through on
escalations
• Note patterns and
escalate

26.
Guard Your Territory
• Customer-facing
Convos Belong to
Customer Service
• Fight for a Voice
• Fight for Your Reps

27.
Love Your Reps
• Don’t Allow Customer
Abuse
• Create a Career Path
Out
• Reward Outside of
Customer Care

28.
2013 Customer Rankings
• Worst
Winn Dixie
SuperValu
Gap
BestBuy
Safeway
Macy’s
Walgreens
CVS
Rite Aid
Walmart
• Best
• USAA
• A credit union
• Charles Schwab
• Ace Hardware
• Chick –fil-A
• Dollar Tree
• Costco
• Trader Joe’s
• HyVee
• Sonic Drive-In

29.
Robyn Tippins
Co-founder, Mariposa Interactive