3. John O’Nolan
twitter.com/johnonolan
I’m an entrepreneur, graphic designer,
web designer, web developer, marketer,
speaker, writer, author and photographer.
29. 1. The Whole Thing is Failing
The core feature has broken - help now.
2. Money Money Money
Payment process problems.
3. A Real Problem
Thereʼs something wrong with the product.
4. A Fake Problem
Theyʼre using the product wrong.
5. Just Feedback
They just want to say hi.
30. Don’t treat all customers the same way.
Blanket solutions do not create happy customers.
34. 1. Text Based Services
Email, Twitter, Forums, Support Tickets
2. Voice Based Services
Telephone, Skype, Remote Support
3. Face Based Services
Retail, Meetings
4. Physical Services
Posted Letters, Fax
38. 1. Say You’re Sorry
The customer is always most important.
2. Resolve The Issue
Solve the problem that the customer is having.
3. Give A Refund/Discount
Give them something to make up for their inconvenience.
4. Give A Freebie
Go the extra mile if youʼve really messed up.
5. Ask for Advice & Do it
Make your greatest critics your strongest advocates.
39. Focus on making people happy.
Happy people will give you money.
41. My Name is John O’Nolan
twitter.com/JohnONolan My Book, Coming Soon:
JOHN
facebook.com/JohnONolan
flickr.com/photos/JohnONolan DESIGNING
LICENSING: EMOTION
This talk is released under the Creative Commons 3.0 license.
All slides and content will be available on john.onolan.org BY JOHN O’NOLAN
PHOTO CREDITS:
AND ADII PIENAAR
Myself, Qfamily, petesimon, gesika22, dailyinvention, James
Cridland, xlibber, Ian Lamont, cheezburger.com
AUTUMN 2011
http://amzn.to/DesigningEmotion