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CUSTOMER SERVICE
BRANDING…
Mrutyunjay Mishra, COO @TwittingM2
THIS IS NOT AN ISOLATED CASE
LETS LOOK AT THE ENTIRE LANDSCAPE OF DISSATISFIED CUSTOMERS...
Peeved Customers that never express
Peeved Customers that express but are not heard
Peeved Customers that are heard but never addressed
Peeved Customers that sometimes to get addressed but there is no resolution
The lucky ones that get resolved but are never really WOWED
DO YOU THINK THERE IS SOMETHING BEYOND RESOLUTION THAT COULD BE DONE FOR A DISSATISFIED CUSTOMER?
WE THINK YES!
WE BELIEVE THAT COMPLAINTS ARE NOT JUST ABOUT RESOLUTION AND CLOSING TICKETS.
THEY ARE ACTUALLY AN OPPORTUNITY TO CREATE BRAND AMBASSADORS
CREATING WOW LET’S TELL YOU HOW
THE WOM OF WOWSPREADING CUSTOMER SERVICE EXPERIENCE…
SHARING WITH FRIENDS AND FAMILY...
THE NETWORK EFFECT KICKS IN
- Facebook & Twitter...
THE ABILITY TO CREATE BUZZ THROUGH CUSTOMER SERVICE AND
USING IT TO YOUR BRAND ADVANTAGE IS WHAT WE CALL
CUSTOMER SERVICE BRANDING
LETS TAKE A LOOK AT WHAT’S HAPPENING AROUND...
#1
LOTS OF NEGATIVE COMMENTS AND VERY LITTLE POSITIVE
#2
BRANDS BEHAVING LIKE ROBOTS ON THE SOCIAL WEB...
#3
Happy to help
BRANDS OVER PROMISE AND UNDER DELIVER
#4
INSUFFICIENT TRAINING AND KNOWLEDGE IN MOST CUSTOMER SERVICE REP
#5
LACK OF CHANNEL INTEGRATION
HERE ARE SOME ESSENTIALS FOR MANAGING AFFAIRS…
• Tracking or Listening to each and every online conversation relevant to your business
• Participating and Responding promptly to all relevant customer queries and complaints
• Talking to them as a person and befriending them
• Improving product/service quality at all operational levels
• Encouraging Feedback- Give what they want
• Using Customer Service as a Marketing Tool
AND THIS IS OUR PROPOSITION…
DEDICATE A CHUNK OF YOUR MARKETING BUDGET TO CUSTOMER SERVICE!
BRANDS ARE CUSTOMER CENTRIC WHEN THEIR CUSTOMERS SAY SO AND NOT WHEN THEY
PROCLAIM IT THEMSELVES...
WHAT WE ARE SAYING…
GOOD CUSTOMER SERVICE CREATES MORE BRAND ADVOCATES!
IT MAKES YOUR CUSTOMERS HAPPY!
IT IS A MARKET DIFFERENTIATOR!
IT IS GOOD KARMA!
THINK ABOUT IT!
