View
1.549
Download
0
Category
Preview:
DESCRIPTION
Slides from my talk at a recent Media Conference.
Citation preview
THE EXPERIENCE
webHOW CUSTOMER SERVICE CAN
MAKE OR BREAKAN ONLINE STARTUP
adii rockstarI AM
I WORK ATWOOTHEMES.COM
WOOTHEMES?
huh?
13 000 USERSONE YEAR
300 000UNIQUE VISITORS
per month
ONEMILLION
pageviewsPER MONTH
industryLEADER
PROBABLY.
sales?
NAH, I’M MODEST.
TO SOME EXTENT...
CUSTOMER SERVICE&MARKETINGIS EXACTLY THE SAME THING
TWITTERfacebook& BLOGSHAS CHANGED THE GAME
THE REALITY?
If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. JEFF BEZOS
CEO OF AMAZON
FROM EXPERIENCE...YOUR STEREOTYPICAL ONLINE USER
THEY’VE HEARD TOO MANY HORROR STORIESso... THEY DON’T TRUST YOU
THEY’RE NOT USED TO
goodCUSTOMER SERVICESO THEY EXPECT THE WORSE
THEY’RE NOT EASILY
impressedBUTIF YOU WOW THEM,THEY WILL TELL THEIR FRIENDS
SO WHAT TO DO?
THE CUSTOMER IS NOT ALWAYS RIGHT.
STAND YOUR GROUND
BUT BEFLEXIBLE.
MAKE RULES& BE PREPARED
TO BREAK THEM.
SURPRISE YOUR CUSTOMERSADD EXTRA VALUE.
ENGAGE THEM
neverIGNORE THEM.
BE TRANSPARENT ABOUT MISTAKES...
nobodyEXPECTS YOU TO
BE PERFECT
end RESULT?
Do what you do so well that they will want to see it again and bring their friends. WALT DISNEY
Recommended