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Customer Service Mar 08
- 26. A new approach to marketing
Research Consumers
Marketing
Communications
Engagement/
Conversation
PR/Reputation
Management
Customer Service
26
- 27. Referral Simplicity
Design
Recommendation Collaboration
Customer Voice Conversation
Personable Listening
Human
Empathetic
27
- 28. Checklist
• Simplicity – design customer experience
• Listening
• Join your queue
• Media is changing
• Customers are more informed
• Collaboration and organisations
• Customers have a voice
• Conversation builds trust
• Exceed expectation – call back, last agent
• Devotion
28