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Customer Service & the Chamber of Secrets


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See for the video and full text of the talk.

Nobody has more access to your customers, how they think, how they behave, what they want and how they talk than your customer service team.

So why don't they just pass that information on to the product and marketing teams? In this Webstock talk I explain what information they have, why it gets stuck, and how to unstick it.

Published in: Services, Business
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Customer Service & the Chamber of Secrets

  1. CUSTOM ER SERVICE and The chamber of secrets
  2. MAT PATTERSON @mrpotto V“«‘$% M Campaign Monitor
  3. I I! L ’i , _ F? ‘
  4. £1 . ‘J . El. 3 4|, A, 4 J 5'. GO 812 l how to use hotel s7 how to use hotel sale how to use hotel shower how to use hotel safe box how to use hotel shoe sponge Press Enier in Search V 7 7 l '5‘ [ ii‘ 3? '2? - — l I I '13 TC‘ '1‘ L , _ -’ ‘ ‘F a 1' J “ I
  5. “ Secrets? D Why so secret? . Secrets revealed .
  6. Hf‘:
  7. "1§”i~": ;E~= i-, *—: Vl J‘-. e.l:
  8. More than just HAPPINESS
  9. Categorising Contextualising Reveafing Retaining
  10. ~. r.r, ._
  11. [Death of 't,0fl0 cats
  12. Why not just ASK THE CUSTOMER?
  13. ’’If I had asked people what they wanted, they would have said faster horses. ”
  14. D Why so secret?
  15. Do you feel like you are able to effectively share your knowledge about your customers and product with the rest of your company? No, I think I have more information they should know 87% Yes, they know it all 13%
  17. Peeing powerless
  18. Not being heard
  19. I S T/ — The wrong metrics . ll -- _ /1 ’
  20. Nathan Best Ban Rylant Simon
  21. HAPPINESS does not mean SUCCESS
  22. . Secrets revealed .
  23. Define the information goals Provide the tools and skills Create the right environment
  24. Tell them what you want to know and how you want to know it. DEFINE
  25. Give them the tools, the skills and the framework to share it. PROVIDE
  26. Suggestion Tracker ilii inc: dis: /5' Britta m-yi'>i<: .. Issue Type Prolect Toprequsts ____"" Flecentlyupdated ___*7,' closedlssues "'1'". in. .. The open requests with the most votes overall. 367 350 245 242 170 159 159 153 142 142 135 Canvas: Ability to export templates Monthly pricing based on unique addresses across all lists Subscriber-centric reports Ability to view reporting by segment/ subscriber list for campaigns sent to multiple segments/ lists Support for triggers or flows as part of autoresponders (behavioural email/ automation) Give a way to slow down / throttle the sending of campaigns Altemative to monthly credit card billing Ability to view custom fields in subscriber list view integrations - Share your campaigns on Linkedln using social sharing Allow designers to be billed in a currency other than USD (eg. AUDI improve the failure message for design and spam tests Show who clicked links in autoresponcler reports . .u i. . EIIIIIIIIIIEIIIIIIIIII
  27. Build an environment that encourages sharing useful information consistently. CREATE
  28. Suggestion tracking leederboand so voioc added this week Who's been recording the most customer teedback this week? 7votnb, -v viii -- Vi -t: {)~‘f 0 vote: by D21‘. /l'. ‘l Ja'l'(7 lvote: by Jordan Dino aims: by Carma Ph inn Quotes by osiia Mungra Ivonne mi Erira Meizei avotu by Paul west zvotoe by Bathaza-' Siroes I wont by Breeteé Graves zvom by camiina E5c0Dedt: »Garcia 2 mm: by Gavin Kenna: zmu by Greg Stiutton zvom by . .as/ an De Santls ZVOMI by Mictie -e Boetcker 1 V030! by Rodrigo Tolledn 2 vote: by siepnen J5-sson 1 me by aiaaiey noagevs
  29. 1. Your support team know a ton about your customers and your product. 2. It can be really hard for them to tell you. 3. Make it easier. 4. Profit!
  30. THANK YOU! l’m @mrpatto, and all the notes and links are online at: trackydacks. com/ webstock