Weitere ähnliche Inhalte Ähnlich wie International marketing customer relationship management (20) Mehr von stevetalks81 (11) Kürzlich hochgeladen (20) International marketing customer relationship management6. You should totally work
in a call center Steven
Once upon a time when I was a student...
7. There is no better place
to understand marketing
Once upon a time when I was a student...
21. Job requirements:
✓ Follows procedures
✓ Understands customers
✓ No personal input
✓ Agrees time = money
Eric,
we found the
perfect guy!
J
38. Mordor Call Center
✓ Sauron ✗ No idea
✓ Mount doom ✗ No idea
3. What do you need for your quest?
40. Mordor Call Center
✓ Sauron ✗ No idea
✓ Mount doom ✗ No idea
✓ The Ring ✗ Name, age, client ID,
birth date, product code,
purchase date, dog’s name,
favorite unicorn color ...
56. Robert’s service:
✓ He remembers about
his clients’ preferences.
✓ He dedicates time to
helping his clients.
57. Robert’s service:
✓ He remembers about
his clients’ preferences.
✓ He dedicates time to
helping his clients.
✓ Client = equity.
66. Why Ira is amazing:
✓ Her smile can end
wars between nations.
67. Why Ira is amazing:
✓ Her smile can end
wars between nations.
✓ She takes care of
her clients.
68. Why Ira is amazing:
✓ Her smile can end
wars between nations.
✓ She takes care of
her clients.
✓ She likes her job.
76. The business model
✓ Free shipping.
✓ Free returns.
✓ 365 days returns.
è 75% sales from
repeat customers.
131. The results are easily gamed and
manipulated to make the
reality look better than it is.
133. Say hello to NPS
the new way to
manage client
satisfaction.
135. On a zero-to-ten scale, how likely
is it that you would recommend
us to a friend or colleague?
136. On a zero-to-ten scale, how likely
is it that you would recommend
us to a friend or colleague?
137. On a zero-to-ten scale, how likely
is it that you would recommend
us to a friend or colleague?
140. 0 1 2 3 4 5 6 7 8 9
On a zero-to-ten scale, how likely is it that you
would recommend us to a friend or colleague?
10
141. 0 1 2 3 4 5 6 7 8 9
On a zero-to-ten scale, how likely is it that you
would recommend us to a friend or colleague?
J
10
143. A client has to
think he is
offered superior
value in terms of
price, quality,
functionality ...
145. “Do what you
do so well,
that people
can’t resist
telling others
about you.”
- Walt Disney
147. Your most loyal clients can be an
invaluable source for research
and development.
160. 0 1 2 3 4 5 6 7 8 9 10
On a zero-to-ten scale, how likely is it that you
would recommend us to a friend or colleague?
K
163. 0 1 2 3 4 5 6 7 8 9 10
On a zero-to-ten scale, how likely is it that you
would recommend us to a friend or colleague?
L
166. They bad mouth to friends, family,
colleagues, acquaintances – anyone
who will listen, sometimes including
journalists, regulators and legislators
167. They bad mouth to friends, family,
colleagues, acquaintances – anyone
who will listen, sometimes including
journalists, regulators and legislators
216. 5 J to neutralize 1 L
# L yearly?WoM
217. 5 J to neutralize 1 L
4 L yearlyWoM
218. 5 J to neutralize 1 L
4 L yearly
(5 x 4) x $5.25
WoM
219. 5 J to neutralize 1 L
4 L yearly
WoM cost = - $105
WoM
220. 5 J to neutralize 1 L
4 L yearly
WoM cost = - $105
- Cost to serve
WoM