The document provides 13 principles for providing excellent customer service or "Customer WOW". It begins by emphasizing the importance of customer retention and satisfaction. It then lists the 13 principles which include actively listening to customers, maintaining open communication, quickly resolving issues, putting oneself in the customer's shoes, and learning from complaints. The overall message is that prioritizing outstanding customer experiences leads to greater customer loyalty and business success.

1. The Principles of
Customer WOW
13 Effective Ways
to WOW Your
Customers
WO W!

3. CUSTOMER SERVICE IS IMPORTANT

4. The probability of selling to an
existing customer is 60 – 70%.
The probability of selling to a new
prospect is 5-20%
Marketing Metrics
#CustomerWOW

5. News of bad customer
service reaches more than
twice as many ears as
praise for a good service
experience.
White House Office of
Consumer Affairs
#CustomerWOW

6. 3 in 5 Americans
would try a new
brand or company for
a better service
experience.
American Express Survey, 2011
#CustomerWOW

7. In 2011, 86% of
consumers quit doing
business with a
company because of bad
customer experience.
Harris Interactive, Customer
Experience Impact Report
#CustomerWOW

8. …you get the point.

9. At Desk.com, we have our own
Customer WOW team built on
13 PRINCIPLES

10. So without further adieu…
#CustomerWOW

11. 1.
MAKES
THE!

12. 81% of companies
with strong capabilities and
competencies for delivering
customer experience
excellence are outperforming
their competition.
Peppers & Rogers Group - 2009 Customer Experience Maturity Monitor

13. It’s unreasonable to expect
any individual to have a
perfect grasp of what’s going
on for all of our customers.
Maintaining open lines of communication with your
teammates allows everyone on the team to have a more
representative view of what’s going on.
#CustomerWOW

14. “
There is only one
boss. The customer.
And he can fire everybody in the
company from the chairman on
down simply by spending his
money elsewhere.”
Sam Walton, Founder of Wal-Mart
#CustomerWOW

16. It takes
12 positive experiences
to make up for an unresolved
negative experience.
Understanding Customers, Ruby Newell-Legner
#CustomerWOW

18. Never hesitate to

19. The more you know about
your customers and their
needs…

20. The more you know about
your customers and their
needs…
the more of an asset
you are to both the
company, and your
customers.

21. “
Get closer than ever
to your customers.
So close, in fact, that you
tell them what they need
well before they realize it
themselves.”
Steve Jobs, Co-founder of Apple
#CustomerWOW

23. 75% of customers
believe it takes
too long to reach
a live agent.
Harris Interactive, Customer Experience Impact Report
#CustomerWOW

26. Show the customers
that you aren’t a

27. “
The goal as a company is to
have customer service that is
not just the best
but legendary.”
Sam Walton, Founder of Wal-Mart
#CustomerWOW

29. 78% of consumers
have bailed on a transaction
or not made an intended
purchase because of a poor
service experience.
American Express Survey, 2011
#CustomerWOW

30. GET TO KNOW YOUR CUSTOMERS!

31. Having an open
dialogue with
your customers
is key…

32. Having an open
dialogue with
your customers
is key…
…but at the end of the day it’s
how you make people feel
that matters the most.

33. “
A man without a smiling face
must not open a
shop.”
Chinese Proverb
#CustomerWOW

35. 68% of customers
leave because they were
upset with the treatment
they received whilst
speaking to customer
service.
US Chamber of Commerce
#CustomerWOW

36. Nobody likes being lied to.

37. A customer can’t expect anything more
than the truth.

38. When you maintain an open
dialogue with your
customers and keep them
informed at all times,

39. When you maintain an open
dialogue with your
customers and keep them
informed at all times,
you’ll earn your
customer’s
commitment to your
company.

40. “
When a customer comes first,
the customer will
last.”
Robert Half
#CustomerWOW

42. It costs 6-7 times
more to acquire
a new customer than retain
an existing one.
Bain & Company
#CustomerWOW

44. Even a half-baked idea
might have a kernel of
greatness to be extracted.

45. “
Statistics suggest that when customers
complain, business owners and
managers ought to get excited about it.
The complaining customer
represents a huge
opportunity for more
business.”
Zig Ziglar, Author and Motivational Speaker
#CustomerWOW

46. Strive for

47. 24% of American
adults
have posted comments or
reviews online about the
product or services they
bought.
Jim Jansen, Pew Research Center's Internet and American Life Project, 2010

48. The more you
know, the
more of an
asset you are
to our
customers…

49. The more you
know, the …take every
more of an
moment you
asset you are
to our can to expand
customers…
your knowledge
base when it
comes to the
product.

50. “
Loyal customers…they don’t just come
back, they don’t simply recommend
you.
They insist their friends do
business with you.”
Chip Bell, Founder Chip Bell Group
#CustomerWOW

52. Only 12% of the average
marketing budget
is spent on customer
retention.
McKinsey
#CustomerWOW

53. Your support team is the closest
connection between your
customers and the company.

54. It’s your
responsibility
to bring any
problems they
might be
having to light.

55. “
Your most unhappy
customers are your
greatest source
of learning.”
Bill Gates, Founder of Microsoft
#CustomerWOW

57. For every customer who
bothers to complain,
26 other customers
remain silent.
White House Office of Consumer Affairs
#CustomerWOW

58. Be sure to
LISTEN
to their problem and
take time to
understand how the
issue is impacting
their work.

59. Often you may
find alternative
solutions to
help them and if
not…you have

60. Often you may
find alternative
solutions to
help them and if
not…you have
MORE
information to
help be their
advocate

61. Often you may
find alternative
solutions to
help them and if
not…you have
MORE
information to
help be their
advocate

62. “
Customers don’t expect you
to be perfect.
They DO expect you
to fix things when
they go wrong.”
Donald Porter, VP of British Airways
#CustomerWOW

64. 71% of business
leaders
believe that customer
experience is the next
battleground.
Shaw & Ivens
#CustomerWOW

65. Use the information relevant to
the given support situation
when looking for a solution.

66. “
Although your you give bad
won’t love it if
customers
service…
…your competitors
will.
Kate Zabriskie
#CustomerWOW

67. Not all customers are

68. Companies that
resolve a complaint in
the customers’ favor
will do business with
them again 70% of
the time.
Lee Resources
#CustomerWOW

70. While that does
mean we deal with
a lot of angry
people…

71. While that does
mean we deal with
a lot of angry
people…
…just remember that
for every one angry
customer there are
ten more that love
everything about what
we do.

72. “
Be everywhere,never
everything and
do
fail to astonish the
customer.”
Macy’s Motto
#CustomerWOW

74. 42% of customers
complaining in social
media expect a
60-minute response
time.
The Social Habit
#CustomerWOW

75. Strive to help each customer as quickly and
efficiently as possible without undermining the
quality of the support experience.

76. Reducing the time
it takes to assist a
customer directly…
reduces the time
other customers
must wait.

77. “
The longer you wait,
the harder it is to
provide outstanding
customer service.”
William H. Davidow
#CustomerWOW

79. 83% of the complaints
that received
a reply liked or loved
the fact that the
company responded.
Maritz Research and evolve24
#CustomerWOW

80. We’ve all been in a
rough support
situation before.

81. We’ve all been in a
rough support
situation before.
If I don’t get a
support rep on
the phone right
now…I think I’m
just going to
snap.

82. Put yourself in the shoes of the customer
when you take their case.
Your empathy will show, and they’ll certainly
appreciate it.

83. “
To understand the man,
you must first walk a
mile in his moccasin.”
Native American Proverb
#CustomerWOW

84. What companies have mastered Customer WOW?

85. Check out
their
promise to
customers
Happy
customers
all around

86. Bonobos’s
support team are
called the
“Bonobos Ninjas”
Unhappy customer met
with an apology and
answer. Crisis averted.
Ninjas prevail.

87. SmugMug’s
support team is
called the
“SmugMug
Happy Heroes”
customers
from all sides

88. Click Here for a
Free Customer Service Kit from
Desk.com!
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