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