Customer service is the new marketing. Companies should put conversations at the center of their business by reducing control and breaking down silos between departments. This allows companies to better address customer needs and create evangelists. Zappos and Four Seasons are examples of customer-focused companies that invest in training and personal interactions to consistently deliver excellent customer service, leading to growth and loyalty. The document advocates adopting the approach of a concierge to have frictionless communication that solves problems and changes perceptions of the company.

1. Customer Service is the New Marketing

3. Foster more satisfied, loyal customers By working less and spending less money!

5. Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/

7. The WOW! Experience

8. “ A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/

9. Meets Expectations (Survival) Meets Desires (Success) Meets Unrecognized Needs (Transformation) Maslow’s Hierarchy of Customer Service Creates Evangelism Creates Commitment Creates Satisfaction From Peak: How Great Companies Get Their Mojo From Maslow , By Chip Conley

10. Zappos Gross Sales Satisfaction = Growth

11. Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training

12. Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center

13. What kind of company are you?

14. Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?

15. Product-focused e.g. Apple, Google, Most web startups What kind of company are you?

16. Infrastructure-focused e.g. Telecommunications, Cable, Utilities What kind of company are you?

17. The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/

18. The Surprising Solution

20. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto

25. Keeping the customers out.

26. How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers

27. Common mistake: Focusing on time-per-call

28. Friction-free communication is the new norm

29. Timbuk2 discovers people talking

30. What’s in Your Bag?

31. Hack a diaper bag

32. + =

33. Engage Your Evangelists

34. II.Reduce your sphere of control ...to increase your sphere of influence

35. An Unlikely Scenario

36. A Massive Monopolistic Monolith

37. It’s All About Control.

39. The Answer: A Splinter Cell.

40. Comcast Cares /Twitter / TechCrunch

42. Comcast on Get Satisfaction

43. Comcast on Blogs

44. Changing Minds About Comcast

45. Changing Comcast’s Idea of Itself

46. III.Smash the Silos (Think like the network)

47. The “it’s not our problem” problem

48. A Customer-Centric View

49. The Twitter-TMobile meltdown

50. The Twitter API Ecosystem

51. SO ASK YOURSELF... What would a concierge do?

54. Thanks! Questions? Email us. email: [email_address] follow me on twitter: tempo Or, http://getsatisfaction.com/satisfaction/