For a long time, a company’s commitment to outstanding customer service began – and ended – in its mission statement. This is all changing in a 24/7 connected world. Your customers are taking to social media channels, like Facebook, Twitter and blogs, every day to recommend brands, provide usage tips, share content, and praise or criticize customer service; all affecting the perception of your brand. These conversations – whether stellar or abysmal – are taking place where they can be ‘heard.’ Join us for this matter-of-fact, no-nonsense webinar to discover: 1. Why – when the world is your competition – is customer service your only sustainable competitive advantage? 2. Why you need to personalize the customer experience or get left behind. 3. Why, with social media, customer service is the new marketing. 4. How to bust the 20 myths of customer service that hold your company back. 5. How to develop a formula to determine the economic value each customer contributes. 6. How to develop a two-way customizable customer service manifesto. 7. How to develop action plans for CEOs, line managers, and customer service reps. 8. How to get your best customers to stay and the harmful ones to leave. Webinar attendees will learn tactics that enable their organizations to make more money through attitudes, and actions that will help their customers feel satisfied in bad times or good.

1. DELIVERING CUSTOMER SERVICE IN A SOCIAL
MEDIA WORLD
GARY MCNEIL, VICE PRESIDENT OF MARKETING, PARATURE
BARRY J. MOLTZ, AUTHOR & SPEAKER

2. Parature
Parature is a global leader in cloud software (SaaS)
for customer service and support
Parature enables organizations to:
• Reduce the cost of supporting their customers
• Have a 360 view of customer issues
• Retain their customers
• Improve customer loyalty
• Generate more revenue from their base
• Deliver “great” customer service
• Engage customers and deliver service through
Facebook and Twitter

3. HealthcareAssociationsEducation
Gaming and Digital MediaBusiness ServicesTechnology
850 Customers Across Industries & Market Segments

4. The Customer Has Never Been More
Important!
• In light of sales teams selling less - organizations
are focused on:
– Customer retention
– Customer upsell and cross sell opportunities
– Lifetime value of a customer
– Overall revenue from the customer base

5. Service Has Become A Major Differentiator
• Improving the customer experience
– Multi-channel support
• Providing support in the manner by which the customer wants it
• Reducing customer effort
– Delivering on the promise of first contact resolution
• The result is reduced frustration
• Increasing customer loyalty
– By reducing customer effort you increase customer loyalty
• Increased loyalty is a game changer

6. Service Desk
Parature: An Integrated Support Suite
6
Your Customer
Metrics &
Reports
Deploy
Surveys
Phone
Forums
Downloads
Knowledge-
base and FAQ’s
Ticket
Chat
Mobile
CUSTOMER TOUCH POINTS SERVICE DESK
?
360º
Customer
History
Feedback
Your CSR
Delivering Multi-Channel Support For your CSR’s to Manage All Customer Interactions
E-Mail
Intelligent
Workflow

7. …Backed by an Intuitive, Intelligent System
Parature lets you:
•Define hierarchical ticketing queues and
personalized routing rules
•Program auto-responses for repetitive
inquiries
•Establish an integrated internal
knowledge base
•Manage tasks and time-based alerts to
ensure adherence to SLA thresholds
•Report upon CSR productivity
•Incorporate customer data to ensure
“One View of the Customer”
•Collect and analyze customer feedback
•Integrate ticketing data with customer
records and chat windows
•…update your customer portal with each
and every mouse click

9. Rosetta Stone Customer Portal – Serving 1 Million Customers
Submit a Ticket
Chat with Agent
Browse or
Search
Knowledge Base
Phone Support
Support Portal

10. The Era of Social Media 3.0
…a paradigmatic shift is underway, with your customers expecting active
dialogue, and getting upset when they don’t hear from you

11. It Takes a Village
Facebook SWAT
Team
Customer
Service,
Agencies, Sales
& PR Teams
Digital
Marketing
While digital marketing teams still
own social media properties, they
are increasingly relying upon the
social support of cross-
departmental and agency
stakeholders

12. Support for Every Facebook Fan Page
 Monitor, listen and engage with your
customers on your Facebook Fan Page.
 Your Customers can get Support right on your
Facebook Fan Page.
 Your Customers can share their positive
support experiences through their friend’s
streams.
Be Where Your Customers Are.
Parature for

14. Deliver multi-channel support to your customers via searchable FAQ’s, live chat, and feedback/comment forms
Deliver Multi-Channel Support On Facebook

15. Customer Service is the New
Marketing
Barry J. Moltz

16. 16

17. 17
Do you see something about customer service in
every company’s mission statement?

18. 18
Got Customer Service?
Company Goals
Department Policies
Feedback Systems

19. 19
The Great Customer Service We Get
“How Can I Help You?”
“There is Nothing I Can Do”
“You Need to Talk to a Manager”
“No Problem”

20. 20
The Great Customer Service We Get
We wait all day at home for the cable person who
doesn’t come
We wait in long lines at the post office get
passports or ship packages
We stay with accountants
when she ever never calls back

21. 21
The Ombudsmen Have Problems

22. 22
The Ugly Step Child
“Press #1 for Sales...Press #13 for Customer
Service”
Bonuses For Sales Reps…Minimum Wages for
Customer Service Reps

23. 23
The New Marketing
- 2010?
Learn or Lose!
Deliver or Die!

24. 24
1. The Great Recession ’08-’10

25. 25
2. Technology Has Changed It Forever

26. 26
3. Faux Personalization

27. 27
There is a Party Going On…

28. 28
4. Advertising Can No Longer Control
the Conversation

29. 29
The Brands are Listening

30. 30
Small Business, Big Edge
schnaars: @ryankuder speaking of which, are there any plans post practice?
ryanKuder: @schnaars We're in. Should we and head to Jake's for pizza?
tonyalba_pizza: @ryankuder or Tony & Alba's maybe?
ryankuder: @TonyAlba_Pizza Could you save us a table for 12 at Stephen's
Creek so we don't have to wait?
tonyalba_pizza: @ryankuder You got it what time? Do you want to pre order? I'll
throw in fountain drinks.
.

31. 31
“Beyond” Customer Service
“Our Dedicated Family Provides This
Community an Unforgettable Place;
to Connect with your Family and
Friends, to Have Fun and to Feel at
Home”.

32. 32
A Restaurant with 3,000 Raving Fans

33. 33
In A World With No Boundaries
The only true sustainable competitive
advantage
The only long term way to ensure
profitability for your business

34. 34
Defining Customer Service is Hard
Almost never the same from
customer to customer or time
to time.
A constantly changing,
perpetually moving target.

35. 35
#1. Let’s Bust It Up!
What Do You Believe?
B-A-M!

36. 36
What is the biggest customer service myth?

37. 37
The Customer is Always Right
The Belief: Need to keep all customers happy
“because we can’t afford to lose a single one”

38. 38
Under Promise and Over Deliver
The Belief: Set customer expectations low, then exceed
them and customers will be delighted

39. 39
Unhappy Customers = Business
The Belief: Be reactionary since there will always be
problems. Fix what is broken and customers will stay!

40. 40
Comment Cards and Surveys
Accurately Tell Us How We are Doing
The Belief: When asked, people tell us what they think –
then we analyze and come up with a plan!

41. 41
Customers only care about Low Price
The Belief: Forget about great customer service,
customers only care about price

42. 42
Customer Service is “Just Plain Honest
Common Sense”
The Belief: All “logical and well intended rational
people” can offer good customer service.

43. 43
Finally, All Customers Are the Same
The Belief: There is the “perfect” customer

44. 44
2. Move the Blockers
Our product, service or computer system stinks
Paying front-line people minimum wage
Our customers are unreasonable
Our budget has been cut
We don’t hear bad things

45. 45
3. Define what Customer Service
Whatever a customer says it is…
…in a particular instant
…on a particular day

46. 46
Forget “Can I Help You”…
How can I make your day better?

47. 47
“BAM!-good” Customer Service is
the attitudes and actions we take
to help a customer feel more
satisfied,
each time they interact with the
company

48. 48
Remember!
Your employees treat your
customers the same way that you
treat your employees

49. 49
What Customer Service is Not
Satisfying every customer no matter what
Compromising your integrity to meet demand
Threats to tell others through the internet

50. 50
4. Quantify Its Value

51. 51
The Only One Why

52. 52
How Do You Value Your Customers?

53. 53
Value A Customer Based On:
1. Revenue Minus Cost
2. Revenue Timing
3. Referrals and Buzz
4. Retention
5. The Customer’s Brand

54. 54
The 20 Points For Customer Value
Revenue: (+1 to +4 Points)
Timing (+2 points)
Referrals (+4 points)
Additional products they buy (+3 points)
Feedback they give you (+1 point)
Stickiness (+2 points)
Brand power (+4 points)
Unhappy customer (-2 points)

55. 55
5. Create a
“BAM!-good” Manifesto
1.We deliver on what we promised
Standard
Training
Process and Feedback Loop

56. 56
More BAM!-good Manifesto
2. If you are dissatisfied, we will listen
3. When things go wrong, you can reach us easily
4. We will resolve the issues in a reasonable time
and compensate you when possible
5. We will admit that we made a mistake
6. We will empower our employees to solve your
issue when they occur

57. 57
More BAM!-good Manifesto
7. We will make it easy to stop doing business with
us
8. We will not charge nuisance fees or surcharges
9. We will treat you with respect and dignity at all
times
10. We will tell you when we change our agreement

58. 58
Do You Offer Discounts to First Time Customers?

59. 59
The Manifesto Does Not Include
Uneconomical or Teaser
Commitments

60. 60
Developing Your Manifesto
1. What would I want as my own customer?
2. What do I like or hate that other businesses offer
me as their customer?
3. What do my customers expect?

61. 61
6. Getting Feedback
When?
 Directly after the job, visit or product delivered
 Survey later as a follow up

62. 62
What Do You Ask?
1. Why did you choose to do business with us?
2. Is there anyone here who did a particularly great
job or a poor one?
3. Do you plan to use our service in the future?
4. Can you tell us any friends or associates who may
be interested in using our service?

63. 63
Can You Handle the Truth?

64. 64
Feedback in a Social Media World
Outlets to address concerns immediately
It’s instant feedback without boundaries
Customers seem to be more open to say “hey, this
isn’t working” faster without the extra step of calling
our service people. On the other hand, they’re also
faster to express their excitement about a great
experience.

65. 65
Connected to a Human Face
Putting a human face on the company and brand.
Peachtree is for the “cool people”

66. 66
Twitter Transformation

67. 67
The Big Hug
Hiring Customer Service from Hospitality Fields
Top of the list is knowledge, courtesy and
attentiveness
Solving their problem is not high on the list

68. 68
6 Actions For Every Company
1. BAM!
2. Tackle the Blockers
3. Define Customer Service
4. Economic Value of customers
5. Your Own Manifesto to Set Expectations
6. Test Measurement Tools

69. 69
For Your Customers
Whatever a customer says it is…
….in a particular instant
….on a particular day

70. 70
For Your Company
the attitudes and actions
to help a customer feel more
satisfied,
each time they interact with the
company

71. 71
Ultimate Customer Service Question
How can I make your day better?

72. Deliver or Die!
Any Questions?

73. 73
Get BAM! at a Special Offer
Get the book that the webinar is based on
 Special Offer at $10 per book
 Includes BAM! Customer Service Workbook
 http://barrymoltz.com/special-offer-from-parature-
customer-webinar

74. Barry@Moltz.com
Twitter @barrymoltz
FB BarryMoltz

75. Follow Parature On
blog.parature.com
www.facebook.com/parature
www.twitter.com/parature
www.youtube.com/paratureinc
www.slidesharenet.net/parature
www.parature.com/rss