The document discusses the importance of customer service and experience. It argues that customer service should not just be a department, but the responsibility of the entire company. It provides tips for companies such as being proactive in listening to customers, avoiding mistakes, handling negative feedback well, and committing to improving the customer experience. The overall message is that good customer service requires company-wide commitment and can strengthen a company's image as a market leader.
Viral Marketing has been becoming a 'dream' for every marketer, everybody knows there are no particular formulas to make it. But I believe there must be some preparation to make it NOT to fail
Viral Marketing has been becoming a 'dream' for every marketer, everybody knows there are no particular formulas to make it. But I believe there must be some preparation to make it NOT to fail
Is your organization ready to embrace the social customer by providing an experience that meets them where they are to deliver what they want? Telvista and Verint offer this content to help you think through how you can use social media to build deeper, more meaningful customer relationships that last.
You manage your research. You want to manage a business. How about managing your career?
Dr. Teresa Snelgrove of ProFitHR and Dr. Frederick Sweeney of VG Partners talk about career management theory and practice: what inputs are needed for critical career decisions and their execution. Join us for some very practical advice on how to manage your own success.
Part of the CIBC Presents Entrepreneurship 101 lecture series: http://www.marsdd.com/ent101
www.brand-camp.com We realise that lots of entrepreneurs are struggling with how to get more clients and customers, so we have created this presentation to help you do just that! It was originally a webinar, so if you would like clarification of any points, please contact me directly.
Presentation for #TFT12: Murders & Aquisitions - Leading Through Transition.
It was a dark and stormy night and in the dimly lit boardroom of X-Con, the directors watched their Chairman gazing out the floor to ceiling window. The room was filled with secret anticipation, the secret joy of committing the easiest and most unpunished of crimes... The impact and management of people during a merger, acquisition or internal restructure.
Simone discusses the creation, preservation and destructive facets of why murders and acquisitions occur and the quandary in dealing with the resulting emotional turmoil.
See Simone's TFT speaker Pinterest board: http://pinterest.com/servicedesk/simone-jo-moore/
The Future of Voice of Customer Programmes - from Research to Customer Engage...Richard Sedley
What if you turned your voice of customer programme into a customer engagement programme?
Too many VoCPs substitute Net Promoter Score targets for thinking about how this valuable customer touch-point can be used to improve engagement.
This presentation was given in March 2011 at the Directors' Forum on Voice of Customer / Feedback / Customer listening
Is your organization ready to embrace the social customer by providing an experience that meets them where they are to deliver what they want? Telvista and Verint offer this content to help you think through how you can use social media to build deeper, more meaningful customer relationships that last.
You manage your research. You want to manage a business. How about managing your career?
Dr. Teresa Snelgrove of ProFitHR and Dr. Frederick Sweeney of VG Partners talk about career management theory and practice: what inputs are needed for critical career decisions and their execution. Join us for some very practical advice on how to manage your own success.
Part of the CIBC Presents Entrepreneurship 101 lecture series: http://www.marsdd.com/ent101
www.brand-camp.com We realise that lots of entrepreneurs are struggling with how to get more clients and customers, so we have created this presentation to help you do just that! It was originally a webinar, so if you would like clarification of any points, please contact me directly.
Presentation for #TFT12: Murders & Aquisitions - Leading Through Transition.
It was a dark and stormy night and in the dimly lit boardroom of X-Con, the directors watched their Chairman gazing out the floor to ceiling window. The room was filled with secret anticipation, the secret joy of committing the easiest and most unpunished of crimes... The impact and management of people during a merger, acquisition or internal restructure.
Simone discusses the creation, preservation and destructive facets of why murders and acquisitions occur and the quandary in dealing with the resulting emotional turmoil.
See Simone's TFT speaker Pinterest board: http://pinterest.com/servicedesk/simone-jo-moore/
The Future of Voice of Customer Programmes - from Research to Customer Engage...Richard Sedley
What if you turned your voice of customer programme into a customer engagement programme?
Too many VoCPs substitute Net Promoter Score targets for thinking about how this valuable customer touch-point can be used to improve engagement.
This presentation was given in March 2011 at the Directors' Forum on Voice of Customer / Feedback / Customer listening
25. Remember This…
Social Media Helps
small companies look
bigger and big
companies get
smaller
26.
27.
28.
29. How to handle negative sentiments
Identify the type of
feedback
Straight Problems Respond Fix it Follow Up
Thank to
Respond with
Constructive Criticism positive message
custommer for
their suggestion
Assure that we
Thank to
take steps to
Merited Attack Respond Promptly commenter about
correct the
the feedback
problem
Trolling/Spam Ignore Remove
30. High
Expectations
Spot Aim for
DISAPOINTED DEVOTED
Poor Great
Experience Experience
Avoid Go for
DISSAFECTED DELIGHTED
Low Creating Devoted Customer
Expectations by Andy Hanselman Consulting
31. The number one rule when responding to all criticism, even the
negative types; is to stay positive.
32. Take it like a market leader, and let them know we’re listening
Positive Outcome:
Customers won’t take the
We do not delete Strengthen Image as
Customer knows we message elsewhere
negative comments to Market leader by taking
LISTEN and CARE which makes us easier to
build Customers’ Trust criticism head on
monitor
CUSTOMER SERVICE SHOULDN’T JUST BE A DEPARTMENT, IT SHOULD BE THE ENTIRE COMPANYTony Hsieh, CEO of Zappos
They- we all – are getting “smarter’
Social Media Helps small companies look bigger and big companies get smaller
Implement a successful governance model.Streamline adoption with training and support.Develop and follow a consistent plan for social media.Establish a culture of data-driven decision making and accountability
SETTLED THE SOP, CHANGE THE COMPANY CULTURES, Ensure the previous feedback followed up and fixedFaktamenunjukkanbahwaangkakriminalitasmeningkatketikabanyakjendela yang rusakdantidakdiperbaiki
Samples of Basic Mistakes:Incorect Problem DiagnosisIncomplete or contradictory answersHaving Repeat information Number of Transfers to ‘Experts’Agent Attitude
Monitor What Customers Are Saying about Your BrandsHelp Companies search the millions of tweets to find relevant conversationCapture the conversation by creating new ticket that tracks the original ‘tweet’ & enables easy responseEasily funnel relevant solutions from knowledgebase into a tweetCreate reports to analyze how many ticket are being generated from ‘tweets’
Social Media Helps small companies look bigger and big companies get smaller
Harusadasebuahlangkahsimultan yang dilakukanoleh CS denganmencaritahukekecewaanpelangganuntukmenghindariketidakpuasan yang menimbullkanantipatipelanggan.Kuncinyaadalah; TAKING ACTION, not MAKING NOTES sehinggaakanmenyenangkanpelanggandanterus aim untukdicintaipelanggan.
Take it like a market leader, and then let them know we’re listeningChoosing to react in this way has multiple positive outcomes:The customers know we’re listening to them, and know that we care about themThe customers see that we aren’t deleting negative comments, and thus come to trust us, and our marketing message more. After all, we are showing that we are a transparent company.Customers won’t take the message elsewhere, because there’s no need to. This way, we can monitor the conversation and easily respond.we will be acting as a market leader by taking criticism head on. After all, we don’t need to hide from negative feedback because we’re a leader!