Customer Service is the New Marketing: Put Conversations at the Center
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Customer service is the new marketing. Companies should put conversations at the center of their business by reducing control and breaking down silos between departments. This allows companies to better address customer needs and create evangelists. Zappos and Four Seasons are examples of customer-focused companies that invest in training and personal interactions to consistently deliver excellent customer service, leading to growth and loyalty. The document advocates adopting the approach of a concierge to have frictionless communication that solves problems and changes perceptions of the company.
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Customer Service is the New Marketing: Put Conversations at the Center
- 1. Customer Service is the New Marketing
- 3. Foster more satisfied, loyal customers By working less and spending less money!
- 5. Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
- 8. “ A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
- 9. Meets Expectations (Survival) Meets Desires (Success) Meets Unrecognized Needs (Transformation) Maslow’s Hierarchy of Customer Service Creates Evangelism Creates Commitment Creates Satisfaction From Peak: How Great Companies Get Their Mojo From Maslow , By Chip Conley
- 10. Zappos Gross Sales Satisfaction = Growth
- 11. Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/ Four Weeks of Customer Service Training
- 12. Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/ One Week in the Call Center
- 13. What kind of company are you?
- 14. Customer-focused e.g. Four Seasons, Zappos, Craigslist What kind of company are you?
- 15. Product-focused e.g. Apple, Google, Most web startups What kind of company are you?
- 16. Infrastructure-focused e.g. Telecommunications, Cable, Utilities What kind of company are you?
- 17. The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
- 20. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
- 25. Keeping the customers out.
- 26. How we kill conversations FAQs Trouble Ticket Systems Outsourced Call Centers
- 27. Common mistake: Focusing on time-per-call
- 28. Friction-free communication is the new norm
- 29. Timbuk2 discovers people talking
- 30. What’s in Your Bag?
- 31. Hack a diaper bag
- 32. + =
- 34. II.Reduce your sphere of control ...to increase your sphere of influence
- 36. A Massive Monopolistic Monolith
- 37. It’s All About Control.
- 39. The Answer: A Splinter Cell.
- 40. Comcast Cares /Twitter / TechCrunch
- 42. Comcast on Get Satisfaction
- 43. Comcast on Blogs
- 44. Changing Minds About Comcast
- 45. Changing Comcast’s Idea of Itself
- 46. III.Smash the Silos (Think like the network)
- 47. The “it’s not our problem” problem
- 50. The Twitter API Ecosystem
- 51. SO ASK YOURSELF... What would a concierge do?
- 54. Thanks! Questions? Email us. email: [email_address] follow me on twitter: tempo Or, http://getsatisfaction.com/satisfaction/