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Customer Super Heroes: Transforming Customer Feedback Into Profits + Happiness

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Ready to take the wealth of customer feedback and data your business receives every day and change it into actionable projects that make you money?

Thought so! Learn how the Blinds.com team's company culture encourages employees in every department to OWN the customer experience and smart ways to encourage weaving customer feedback into your daily business life.

Published in: Services, Business
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  • Excellent customer service agents are like superheroes. They use their powers for good, they live by a strong moral code and they have a motivation that has led them to be who they are. But what if your customer support team had actual superheroes to solve real problems? By day they are mild mannered individuals handling customer support cases, by night they are setting the most monstrous customer service situations right. Here are the top 5 superheroes who make excellent customer service Agents. http://www.sollylabs.com/ (animation studio)
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Customer Super Heroes: Transforming Customer Feedback Into Profits + Happiness

  1. 1. Let’s talk about: o  The  power  of  Culture   o  Social  customer  voice   o  Post  purchase  understanding   o  Employee  brainpower   o  5  simple  <ps  that  ma=er  
  2. 2. We Are Blinds.com
  3. 3. We Experiment Without Fear
  4. 4. We Walk the Customer Journey
  5. 5. We Listen to Each Other
  6. 6. ‘The Voice’ Speaks
  7. 7. Impact of ‘The Voice’ Speaks Helpful  internal  recrui<ng  tool   Pro-­‐ac<ve  content  crea<on  from   non-­‐Marke<ng  folks!   Social  referral  traffic  to  Blinds.com  sparkline:  
  8. 8. The Rise of Social Care
  9. 9. Impact of The Rise of Social Care Micro-­‐feedback  (LOVE  IT!)   o  Promo  code  issues   o  Slow  loading   o  Cart  issues   o  Email  sign  up  challenges   o  Phone  system  quirks   o  Typos  (sigh)  
  10. 10. Customer Ratings + Reviews
  11. 11. Customer Ratings + Reviews Impact of Inspira<on  Gallery  Content   Unexpected  Personal  Brand  Building   Factored  into  Vendor  Ra<ngs  
  12. 12. CEO Letters Longer  form,     embrace  the     customer  novella  
  13. 13. CEO Letters Impact of #  Strength  in  numbers   Our  customers’  deepest  secrets   (just  kidding,  sort  of)   Shipping  +  packaging  issues  –   easy  enough  to  fix,  but  we  had  to  dig  
  14. 14. Customer Disposition Smarts Customer  percep<on  vs  reality  
  15. 15. Customer Experience Council
  16. 16. Pay It Forward Program
  17. 17. 1.  If  it  ma=ers,  visualize  it.    Lots.   2.  Give  your  CX  ini<a<ves  <me  +  $$$$   3.  Incen<vize  the  right  behaviors   4.  Percep<on  vs  Reality  –  figure  it  out   5.  Enjoy  the  ride   Here we go…
  18. 18.     Email  me:    ka<el@Blinds.com     @BlindsDotCom  //  @happyka<e     h=p://slideshare.net/happyka<e       Ka*e  Laird   Director  of  Social  Marke*ng  

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