Slides from my talk at a recent Media Conference.

1. THE EXPERIENCE
web
HOW CUSTOMER SERVICE CAN
MAKE OR BREAK
AN ONLINE STARTUP

2. I AM
adii rockstar

3. I WORK AT
WOOTHEMES.COM

4. WOOTHEMES?
huh?

5. 13 000 USERS
ONE YEAR

6. 300 VISITORS
UNIQUE
000
per month

7. ONE
MILLION
pageviews
PER MONTH

8. industry
LEADER

9. PROBABLY.

10. sales?

11. NAH, I’M MODEST.

12. TO SOME EXTENT...
CUSTOMER SERVICE
& MARKETING
IS EXACTLY THE SAME THING

13. TWITTER
& BLOGS facebook
HAS CHANGED THE GAME

14. THE REALITY?

15. 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

16. FROM EXPERIENCE...
YOUR STEREOTYPICAL ONLINE USER

17. so... THEY DON’T TRUST YOU
THEY’VE HEARD TOO MANY HORROR STORIES

18. THEY’RE NOT USED TO
goodCUSTOMER SERVICE
SO THEY EXPECT THE WORSE

19. THEY’RE NOT EASILY
impressed
BUT
IF YOU WOW THEM,
THEY WILL TELL THEIR FRIENDS

20. SO WHAT TO DO?

21. THE CUSTOMER IS NOT ALWAYS RIGHT.
STAND YOUR GROUND
BUT
BE
FLEXIBLE.

22. &
MAKE RULES
BE PREPARED
TO BREAK THEM.

23. SURPRISE YOUR CUSTOMERS
ADD EXTRA VALUE.

24. ENGAGE THEM
never IGNORE THEM.

25. BE TRANSPARENT ABOUT MISTAKES...
nobody
EXPECTS YOU TO
BE PERFECT

26. end RESULT?

27. Do what you do so well that they will
want to see it again and bring their
friends.
WALT DISNEY