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How to Inspire Word of Mouth through Customer Service

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How to Inspire Word of Mouth through Customer Service

  1. 1. So you’ve got these customers
  2. 2. And you want them to:
  3. 3. Love you http://www.flickr.com/photos/gi/
  4. 4. http://www.flickr.com/photos/andresrueda/ Buy from you
  5. 5. Tell their friends all about you http://www.flickr.com/photos/pricklebush/
  6. 6. And you’ve got this community http://www.flickr.com/photos/akc77/
  7. 7. And you’ve got this community http://www.flickr.com/photos/akc77/
  8. 8. And you’ve got this community http://www.flickr.com/photos/akc77/
  9. 9. Can it do this for you? It can.
  10. 10. things to remember:
  11. 11. 1 ONE
  12. 12. 1 ONE This isn’t customer avoidance
  13. 13. Outsourcing Call Centers “FAQs”
  14. 14. http://www.flickr.com/photos/claudio_ar/ This is customer avoidance
  15. 15. Focusing on time-per-call
  16. 16. leads to this
  17. 17. friction-free
  18. 18. 2 TWO
  19. 19. 2 TWO Customer service is marketing
  20. 20. When Community meets Customer Service
  21. 21. When Community meets Customer Service Product Ideation Immersive Testing Launch Customer Service New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas
  22. 22. When Community meets Customer Service Customer Service Product Ideation Immersive Testing Launch Problems, Questions, New Products, Buyers, Features, Buzz, Promotion, Ideas New Uses Pricing, Service Marketing
  23. 23. When Community meets Customer Service Customer Service Product Ideation Immersive Testing Launch Problems, Questions, New Products, Buyers, Features, Buzz, Promotion, Ideas New Uses Pricing, Service Marketing Social Effects
  24. 24. 3 THREE
  25. 25. 3 THREE Public is different than private
  26. 26. Every business needs a lobby
  27. 27. The concierge model
  28. 28. How to Inspire http://www.flickr.com/photos/kendrick/
  29. 29. Word of Mouth http://www.flickr.com/photos/kendrick/
  30. 30. Through Customer Service http://www.flickr.com/photos/kendrick/
  31. 31. http://www.flickr.com/photos/13522901@N00/ In easy steps:
  32. 32. 1 ONE
  33. 33. 1 ONE Know your special purpose
  34. 34. Breeding trust
  35. 35. 2 TWO
  36. 36. 2 TWO Set some rules
  37. 37. 3 THREE
  38. 38. 3 THREE Set clear expectations
  39. 39. Consistency in response
  40. 40. Evolve your policy as your community grows
  41. 41. Respond quickly (but only if there’s no malice in your heart)
  42. 42. 4 FOUR
  43. 43. 4 FOUR Cast a wide net
  44. 44. Weave conversation throughout
  45. 45. Not just a tab on your site
  46. 46. Everybody in the pool
  47. 47. 5 FIVE
  48. 48. 5 FIVE Create productive outcomes
  49. 49. http://www.flickr.com/photos/thomashawk/ Learn to say you’re sorry
  50. 50. Relax and reframe
  51. 51. 6 SIX
  52. 52. 6 SIX Make it personal
  53. 53. Discourage Anonymity
  54. 54. Use your real name and voice. http://www.flickr.com/photos/cunisdiabolis/
  55. 55. http://www.flickr.com/photos/kishorephotography/ Be human.
  56. 56. Lane Becker lane@getsatisfaction.com @monstro http://getsatisfaction.com/ http://slideshare.net/monstro http://www.flickr.com/photos/blackbeltjones/
  • afzalimamk

    Dec. 16, 2013
  • anaskoo

    May. 31, 2011

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