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Presentation given by Thor Muller and Lane Becker at Future of Web Apps, London, October 2007
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Customer service is the new marketing
Thor Muller, CEOLane Becker, President
The expectations game http://www.youtube.com/watch?v=QkyNtvNz3DQ
The sacred hospitality code
A drink before introductions
8 waitstaff per guest
This is a great approach to customer service
This is a great approach to customer service
But it doesn’t scale.
There’s more than one way to succeed in the marketplace
Customer-focusedFour Seasons, Zappos, Craigslist
Product-focusedApple, Google, most web startups
Operations-focusedTelecommunications, cable, some widget companies?
The best way to deliver excellentcustomer service is...
stop trying
Here’s what “trying” looks like...
Here’s what you end up withhttp://www.youtube.com/watch?v=BjSTTb_siCU
3% of US employed in related support roles
(That’s the population of Florida!)
It’s often worse for startups
The surprising solution
Secrets of the Concierge
1. Put conversations at the center of the business
2. Reduce your sphere of control to increase sphere of influence
1. Smash the silos
1conversations at the
center of the business
“Markets are conversations”
-The Cluetrain Manifesto
Disconnected tools lead to customer disconnection
Contactpage
FAQTrouble Ticket
SystemForum Wiki
Disconnected support tools
}
Instead, use support tools on top of discussions
Contactpage
FAQ
Trouble Ticket
SystemForum Wiki
Conversations
“Customer interactions are our best branding opportunities” Tony Hsieh, Zappos
Reduce support tasks whileincreasing engagement
from 50% issues unresolved (with trouble ticket system and dedicated staff) to 50% answered by other customers...
Timbuk2 customer service page
Timbuk2 customer service page
Embrace critics
Twitter’s responsiveness spawns evangelists
Twitter’s responsiveness spawns evangelists
Foster ideas wherever they come from
Dangers: the Digg Revolt
2Reduce your sphere
of control
...to increase your sphere of influence
In your hands, but out of your control
Don’t create systems that place constraints on customer interactions
Harness the natural flow of feedback
Stop building FAQs that break
Your story is your customers’ story
Danger: people are messy
The special role of company representative
Photo: Heather Champ
3Smash the Silos
(Think like the network)
The “it’s not our problem” problem
A customer-centric view
Expose content for discovery
Nobody’s in charge anymore!
Dangers: Competition
So ask yourself:What would a concierge do?