Customer Service is the New Customer Service is the New MarketingMarketing

Customer Service is the New Customer Service is the New MarketingMarketing

Put conversations at the center of the business

Reduce your sphere of control to increase sphere of influence

Smash the silos

Write these down!Write these down!Write these down!Write these down!

Foster more Foster more satisfied, satisfied, loyal loyal customerscustomers

Foster more Foster more satisfied, satisfied, loyal loyal customerscustomers

By working By working less and less and spending spending less money!less money!

By working By working less and less and spending spending less money!less money!

Behold...The Holy Grail of Customer

ServicePhoto by Krelic http://flickr.com/photos/15271532@N00/2312714034/

The WOW! Experience The WOW! Experience The WOW! Experience The WOW! Experience

“A Customer Service Company That Happens

To Sell Shoes”

“A Customer Service Company That Happens

To Sell Shoes”

Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/

Meets Expectations(Survival)

Meets Expectations(Survival)

Meets Desires(Success)

Meets Desires(Success)

Meets Unrecognized

Needs(Transformation)

Meets Unrecognized

Needs(Transformation)

Maslow’s Hierarchy of Customer ServiceMaslow’s Hierarchy of Customer ServiceMaslow’s Hierarchy of Customer ServiceMaslow’s Hierarchy of Customer Service

Creates EvangelismCreates Evangelism

Creates CommitmentCreates Commitment

Creates SatisfactionCreates Satisfaction

From Peak: How Great Companies Get Their Mojo From Maslow, By Chip Conley

ZapposZapposGross SalesGross Sales

Satisfaction = GrowthSatisfaction = GrowthSatisfaction = GrowthSatisfaction = Growth

Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/

Four Weeks of Customer Service Four Weeks of Customer Service TrainingTraining

Four Weeks of Customer Service Four Weeks of Customer Service TrainingTraining

Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/

One Week in the Call CenterOne Week in the Call CenterOne Week in the Call CenterOne Week in the Call Center

What kind of company are

you?

What kind of company are

you?

Customer-focusedCustomer-focusede.g. Four Seasons, Zappos, Craigsliste.g. Four Seasons, Zappos, Craigslist

What kind of company are What kind of company are you?you?

What kind of company are What kind of company are you?you?

Product-focusedProduct-focusede.g. Apple, Google, e.g. Apple, Google, Most web startupsMost web startups

What kind of company are What kind of company are you?you?

What kind of company are What kind of company are you?you?

Infrastructure-Infrastructure-focusedfocused

e.g. Telecommunications, Cable, Utilitiese.g. Telecommunications, Cable, Utilities

What kind of company are What kind of company are you?you?

What kind of company are What kind of company are you?you?

The Path For the Rest of UsThe Path For the Rest of UsThe Path For the Rest of UsThe Path For the Rest of Us

Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/

The Surprising SolutionThe Surprising SolutionThe Surprising SolutionThe Surprising Solution

Put conversations at the center of the business

Reduce your sphere of control to increase sphere of influence

Smash the silos

Secrets of the ConciergeSecrets of the ConciergeSecrets of the ConciergeSecrets of the Concierge

I.I.Conversations at the Conversations at the center of the businesscenter of the business

“Markets are conversations”“Markets are conversations”

-The Cluetrain Manifesto-The Cluetrain Manifesto

Keeping the customers out.Keeping the customers out.Keeping the customers out.Keeping the customers out.

How we kill conversations

How we kill conversations

FAQsFAQsFAQsFAQs

Trouble Ticket SystemsTrouble Ticket SystemsTrouble Ticket SystemsTrouble Ticket Systems

Outsourced Call CentersOutsourced Call CentersOutsourced Call CentersOutsourced Call Centers

Common mistake: Focusing on time-per-Common mistake: Focusing on time-per-callcall

Common mistake: Focusing on time-per-Common mistake: Focusing on time-per-callcall

Friction-free communication is the new Friction-free communication is the new normnorm

Friction-free communication is the new Friction-free communication is the new normnorm

Timbuk2 discovers people talking

Timbuk2 discovers people talking

What’s in Your Bag?What’s in Your Bag?What’s in Your Bag?What’s in Your Bag?

Hack a diaper bag

++ ==

Engage Your EvangelistsEngage Your EvangelistsEngage Your EvangelistsEngage Your Evangelists

II.Reduce your sphere II.Reduce your sphere of controlof control

...to increase your sphere of influence...to increase your sphere of influence

An Unlikely ScenarioAn Unlikely ScenarioAn Unlikely ScenarioAn Unlikely Scenario

A Massive Monopolistic A Massive Monopolistic MonolithMonolith

A Massive Monopolistic A Massive Monopolistic MonolithMonolith

It’s All About Control.It’s All About Control.It’s All About Control.It’s All About Control.

The Answer: A Splinter Cell.The Answer: A Splinter Cell.The Answer: A Splinter Cell.The Answer: A Splinter Cell.

Comcast Cares /Twitter /

TechCrunch

Comcast on Get Satisfaction

Comcast on Blogs

Changing Minds About ComcastChanging Minds About ComcastChanging Minds About ComcastChanging Minds About Comcast

Changing Comcast’s Idea of Changing Comcast’s Idea of ItselfItself

Changing Comcast’s Idea of Changing Comcast’s Idea of ItselfItself

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

The “it’s not our problem” problemThe “it’s not our problem” problem

A Customer-Centric ViewA Customer-Centric View

The Twitter-TMobile meltdown

The Twitter API Ecosystem

SO ASK YOURSELF...

What would a concierge do?

SO ASK YOURSELF...

What would a concierge do?

Put conversations at the center of the business

Reduce your sphere of control to increase sphere of influence

Smash the silos

Again!Again!Again!Again!

Thanks! Questions? Email Thanks! Questions? Email us. us.

email: email: thor@getsatisfaction.com

follow me on twitter: follow me on twitter: tempo

Or, Or, http://getsatisfaction.com/satisfaction/