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

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/

7. The WOW! Experience

8. The WOW! Experience

9. “A Customer Service
Company That Happens
To Sell Shoes”
Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/

10. “A Customer Service
Company That Happens
To Sell Shoes”
Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/

12. Satisfaction = Growth
1,000
750
500
Zappos
Gross Sales 250
2000 2001 0
2002 2003 2004 2005 2006 2007 2008

13. Loyalty = Profits
Increasing customer retention by 5%
increases profits by 25-95%

14. Loyalty = Profits
Increasing customer retention by 5%
increases profits by 25-95%

15. Four Weeks of Customer Service Training
Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/

16. One Week in the Call Center
Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/

17. What kind of
company are you?

18. What kind of company are you?
Customer-focused
e.g. Four Seasons, Zappos, Craigslist

19. What kind of company are you?
Infrastructure-focused
e.g. Telecommunications, Cable, Utilities

20. What kind of company are you?
Product-focused
e.g. Apple, Google, Most web startups

21. The Path For the Rest of Us
Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/

22. The Surprising Solution

23. Secrets of the Concierge

24. Secrets of the Concierge
1.Conversations at the center of the business

25. Secrets of the Concierge
1.Conversations at the center of the business
2. Reduce your sphere of control to increase
your sphere of influence

26. 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

27. I.
Conversations at the
center of the business
“Markets are conversations”
-The Cluetrain Manifesto

32. Keeping the customers out

33. How we kill conversations
Outsourced Call Centers
FAQs
Trouble Ticket Systems

34. How we kill conversations
Outsourced Call Centers
FAQs
Trouble Ticket Systems

35. Focusing on time-per-call...

36. ...leads to this

37. Friction-free communication is the new norm

38. Timbuk2 discovers
people talking

39. What’s in Your Bag?

40. Hack a diaper bag

41. Focus Group 2.0

42. Engage Your Evangelists

43. II.
Reduce your sphere
of control
...to increase your sphere of influence

44. A Massive Monopolistic Monolith

45. It’s All About Control.

50. 5000 vs 5

51. Comcast Cares /
Twitter / TechCrunch

52. Comcast on Get
Satisfaction

53. Comcast on Blogs

54. Comcast on Blogs

55. Changing Minds About Comcast

56. Changing Comcast’s Idea of Itself

57. III.
Smash the Silos
(Work with the network)

58. The “it’s not our problem” problem

59. A Customer-Centric View

60. The Twitter API
Ecosystem

61. Early warning from
related apps

62. Networked support
across ecosystem

63. Consumers don’t need
to know which
company to call!

64. SO ASK YOURSELF...
What would a concierge do?

65. SO ASK YOURSELF...
hat would a concierge do?

67. Questions? Ideas? Problems? Praise?
• email: lane@getsatisfaction.com
• follow me on twitter: monstro
Or,
http://getsatisfaction.com/getsatisfaction/