Many startups wrongly assume that customer care is simply one of many costs of doing business. As a result, customer care organizations are often treated as cost centers when in reality they are ripe with untapped profit-generating potential.

1. the caring startup
scott arrieta
head of customer care | tile

2. 10 minutes per day
spent by the average person looking for misplaced stuff
3,000 items per year
misplaced by the average person
250,000 items per day
found by tile users around the world

3. ring it
see where you had it
find your phone

4. customer care: cost center or profit center?
is customer care a cost of doing business or a strategic differentiator?

5. the profit driven mindset
profit center
emphasis is on maximizing value
self service
customer effort
maximize promoters
service recovery
pre-sales
proactive insights farming
cost center
emphasis is on cost-reduction
ticket deflection
agent touches
minimize detractors
customer appeasement
general questions
passive feedback collection

6. the profit center formula
experience + insights + revenue

7. what is your customer experience game plan?
are you building a product or solving a need? are you in the product business or the people business?

8. baseline satisfiers
responsiveness, accuracy, professionalism, cycle times, etc.
moments of truth
experiences engineered to impress
service recovery
restore confidence when things go wrong
personalized outreach
give them something to talk about
customer service vs. customer experience

9. moments of truth
live the experience
eliminate effort
be accessible

10. service recovery
be proactive
empower the front lines
develop a playbook

11. activate promoters
handwritten notes
goodwill gestures
personalized outreach

12. customer insights
strategic insights from the people who know your customers best

13. voice of the customer

14. targeted outreach

15. net promoter score

16. show me the money
mobilize care to capture the low hanging fruit

17. proactive chat
because laziness is the #1 barrier to conversions
generate leads
every contact is a sales opportunity
pick up the phone
when emails and push notifications fail, go old-school

18. proactive chat

19. proactive
because laziness is the #1 barrier to conversions
generate leads
every contact is a sales opportunity
pick up
when emails and push notifications fail, go old-school

20. generate leads
solicit reviews
feed the funnel
tell the story

21. proactive
because laziness is the #1 barrier to conversions
generate
every contact is a sales opportunity
pick up the phone
when emails and push notifications fail, go old-school