How customer

service will

change the world A presentation by @paulgalatisE-Tourism Africa Summit | 05 September 2014

team of7 80to

8,000products

3 partners

8years

old

CTWestlake

Changing

Marketplaces

Dark Ages of

Customer Service

How We’re Delivering

Great 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 Ages

of Customer

Service1869 - 2004

For the first time in history

word of mouthis

archivable

We are working off a base of

incredibly lowcustomer expectations

How we’re delivering

great service

Gratitude

Culture

Remarkability

Care

Community

Gratitude

We celebrated and thanked our

first real customer in 2006 with a

handwritten card and have done

the same for every customer since.

Showing

gratitude

Culture =

BrandOur culture is the most

authentic & stable brand

experience 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 great

things over telling people we

do great things and leave

the ‘remarking’ to them.

CareWe go to great lengths to hire people

who care. We celebrate positive

customer feedback above all else

and 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 relationship

as much as we do

the sale."

CommunityWe look to inspire, connect, entertain

and engage our fans while always

being open, honest & human.

Closing thoughts

Great customer service requires

people to genuinely

CARE

If we genuinely care we will

be sure to always deliver

GREATproducts & services

In which case the busy, bustling

RECONNECTED

MARKETPLACEwill reward us by talking about us at

SPEED

And we’re

done!Thanks for listening.