How customer service willchange the worldA presentation by @paulgalatisE-Commerce Awards | 11 September 2013

ChangingMarketplaces

Dark Ages ofCustomer Service

How We’re DeliveringGreat Service

Closing Thoughts

Changing Marketplaces

A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter — and getting smarter faster than most companies.

- The Cluetrain Manifesto, 1999

Dark Agesof Customer Service1869 - 2004

We are working off a base of

incredibly lowcustomer expectations

How we’re delivering great service

Gratitude

Culture

Remarkability

Care

Community

GratitudeWe celebrated and thanked ourfirst real customer in 2006 with ahandwritten card and have donethe same for every customer since.

Showinggratitude

Culture =BrandOur culture is the mostauthentic & stable brandexperience we can create.

“I get the feeling that no one in your building works for Yuppiechef - they are Yuppiechef.”- Ian Young, MD Saatchi & Saatchi Cape Town

RemarkabilityWe’ve prioritized doing greatthings over telling people wedo great things and leavethe ‘remarking’ to them.

CareWe go to great lengths to hire people who care. We celebrate positivecustomer feedback above all elseand share it daily with our team.

"Taking responsibility for a mistake and making an effort to resolve it doesn't mean you are wrong & the other person is right. It

just means you value your relationship more than you do your ego."

~"We value the

customer relationshipas much as we do

the sale."

CommunityWe look to inspire, connect, entertainand engage our fans while alwaysbeing open, honest & human.

Closing thoughts

Great customer service requirespeople to genuinely

CARE

If we genuinely care we willbe sure to always delivery

GREATproducts & services

In which case the busy, bustling

RECONNECTED MARKETPLACEwill reward us by talking about us at

SPEED

And we’redone!Thanks for listening.