Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
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Presentation by Thor Muller, http://GetSatisfaction.com, on customer service as a great customer acquisition strategy.
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Customer Service is the New Marketing (Thor Muller, Startonomics SF 2008)
- 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/