Worst Customer Service

1,501 views

Published on

This is the slide deck from a talk I gave on 4/28 at ConvergeSE in Columbia, SC. Convergese.com

Published in: Business, Technology
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,501
On SlideShare
0
From Embeds
0
Number of Embeds
227
Actions
Shares
0
Downloads
9
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide
  • http://blog.getsatisfaction.com/2010/10/04/fastest-way-to-lose-customers/?view=socialstudies
  • http://www.cbsnews.com/8301-501465_162-20124849-501465/amazons-good-customer-service-gets-an-upvote-on-reddit/?tag=contentMain;contentBody
  • http://www.cbsnews.com/8301-501465_162-20124849-501465/amazons-good-customer-service-gets-an-upvote-on-reddit/?tag=contentMain;contentBody
  • http://www.temkinratings.com/temkin-ratings/temkin-customer-service-ratings-2013/ andhttp://www.washingtonpost.com/business/economy/these-10-retailers-had-the-worst-customer-satisfaction-ratings-for-2013/2014/02/27/a0860cb4-9f25-11e3-a050-dc3322a94fa7_story.html
  • Worst Customer Service

    1. 1. Bad Service: Hate It, Spread ItHow to increase customer satisfaction, with fewer reps, more analytics, more press and less money.
    2. 2. Robyn Tippins Co-founder, Mariposa Interactive Author, Community 101 Community Manager since 1996
    3. 3. Your call is very important to us...
    4. 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. 5. #blackberry
    6. 6. #pinkslime
    7. 7. #cairo From the larger Arab Spring movement
    8. 8. he customer response
    9. 9. Chapsticks’ Facebook Mishap
    10. 10. 2014 Super Bowl power failure
    11. 11. 2014 Buffet bracket challenge
    12. 12. and the risk
    13. 13. 9/11 10th Anniversary
    14. 14. Oops
    15. 15. ...but they nail the return
    16. 16. Cartoon from ThisIsIndexed Scale is possible
    17. 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. 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. 19. OK, how about this motto: ‘If you are unhappy for any reason, we will feel really bad.’
    20. 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. 21. Positive Assumptions • No Questions Asked Return Policy – Anytime • Customer Almost Always Right • Fast Response
    22. 22. Documentation • Create an Online Documentation Center • Place helps in strategic places
    23. 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. 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. 25. Gift the Extra Mile • Amaze Me reports • Require follow through on escalations • Note patterns and escalate
    26. 26. Guard Your Territory • Customer-facing Convos Belong to Customer Service • Fight for a Voice • Fight for Your Reps
    27. 27. Love Your Reps • Don’t Allow Customer Abuse • Create a Career Path Out • Reward Outside of Customer Care
    28. 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. 29. Robyn Tippins Co-founder, Mariposa Interactive

    ×