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Customer Service is the New Marketing (Next09, Hamburg)

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"Customer Service is the New Marketing" slides from the Next09 conference in Hamburg, Germany, May 05 2009.

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Customer Service is the New Marketing (Next09, Hamburg)

  1. 1. Customer Service is the New Marketing
  2. 2. Foster more satisfied, loyal customers By working less and spending less money!
  3. 3. Behold... The Holy Grail of Customer Service Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
  4. 4. The WOW! Experience
  5. 5. The WOW! Experience
  6. 6. “A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  7. 7. “A Customer Service Company That Happens To Sell Shoes” Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
  8. 8. Satisfaction = Growth 1,000 750 500 Zappos Gross Sales 250 2000 2001 0 2002 2003 2004 2005 2006 2007 2008
  9. 9. Loyalty = Profits Increasing customer retention by 5% increases profits by 25-95%
  10. 10. Loyalty = Profits Increasing customer retention by 5% increases profits by 25-95%
  11. 11. Four Weeks of Customer Service Training Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/
  12. 12. One Week in the Call Center Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/
  13. 13. What kind of company are you?
  14. 14. What kind of company are you? Customer-focused e.g. Four Seasons, Zappos, Craigslist
  15. 15. What kind of company are you? Infrastructure-focused e.g. Telecommunications, Cable, Utilities
  16. 16. What kind of company are you? Product-focused e.g. Apple, Google, Most web startups
  17. 17. The Path For the Rest of Us Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
  18. 18. The Surprising Solution
  19. 19. Secrets of the Concierge
  20. 20. Secrets of the Concierge 1.Conversations at the center of the business
  21. 21. Secrets of the Concierge 1.Conversations at the center of the business 2. Reduce your sphere of control to increase your sphere of influence
  22. 22. Secrets of the Concierge 1.Conversations at the center of the business 2. Reduce your sphere of control to increase your sphere of influence 3. Smash the silos
  23. 23. I. Conversations at the center of the business “Markets are conversations” -The Cluetrain Manifesto
  24. 24. Keeping the customers out
  25. 25. How we kill conversations Outsourced Call Centers FAQs Trouble Ticket Systems
  26. 26. How we kill conversations Outsourced Call Centers FAQs Trouble Ticket Systems
  27. 27. Focusing on time-per-call...
  28. 28. ...leads to this
  29. 29. Friction-free communication is the new norm
  30. 30. Timbuk2 discovers people talking
  31. 31. What’s in Your Bag?
  32. 32. Hack a diaper bag
  33. 33. Focus Group 2.0
  34. 34. Engage Your Evangelists
  35. 35. II. Reduce your sphere of control ...to increase your sphere of influence
  36. 36. A Massive Monopolistic Monolith
  37. 37. It’s All About Control.
  38. 38. 5000 vs 5
  39. 39. Comcast Cares / Twitter / TechCrunch
  40. 40. Comcast on Get Satisfaction
  41. 41. Comcast on Blogs
  42. 42. Comcast on Blogs
  43. 43. Changing Minds About Comcast
  44. 44. Changing Comcast’s Idea of Itself
  45. 45. III. Smash the Silos (Work with the network)
  46. 46. The “it’s not our problem” problem
  47. 47. A Customer-Centric View
  48. 48. The Twitter API Ecosystem
  49. 49. Early warning from related apps
  50. 50. Networked support across ecosystem
  51. 51. Consumers don’t need to know which company to call!
  52. 52. SO ASK YOURSELF... What would a concierge do?
  53. 53. SO ASK YOURSELF... hat would a concierge do?
  54. 54. Questions? Ideas? Problems? Praise? • email: lane@getsatisfaction.com • follow me on twitter: monstro Or, http://getsatisfaction.com/getsatisfaction/
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"Customer Service is the New Marketing" slides from the Next09 conference in Hamburg, Germany, May 05 2009.

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