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#RelateLive
#RelateLive
Welcome to Relate Live
Customers. Colleagues. Community. It’s complicated.
things are changing
things are changing fast
we want to stop
chasing the change
@stealeyreed
#RelateLive
and understand what’s
driving the change
personalized customer service
more intuitive technology
new global trends
why better customer
service?
it’s relationships
business is more than
just transactional
@stealeyreed
#RelateLive
why better customer
service?
it’s about relationships
relationships are complicated
relationships are very
complicated
relationships
are very,
very, very
complicated
@stealeyreed
#RelateLive
We’regrowingintosomethingbigger
thancustomerservice
Relate launched in October 2015 @stealeyreed
#RelateLive
@stealeyreed
#RelateLive
“We have to give ourselves
permission to make a difference
and share something meaningful.
Be a human search engine and
se...
Go find your
human search engine.
Mikkel Svane
Zendesk
CEO
@MikkelSvane
What will achieve?
Relationships 

are 

Complicated
The nature of 

customer relationships 

is changing
Promoter

Economy
New 

Business

Models
Conscious 

Consumers
Global 

Trends
New

Business 

Models
New Recipes Blog ContentFeatured Chefs
1yr
6yr
Great Customer 

Experience 

increases
Lifetime Value
Loyalty 

drives 

Revenue 

Growth
2 

Years
1 

Year
Aggregate 

Revenue
>2xRevenue
15% Churn
5% Churn
Promoter 

Economy
Satisfied customers promote brands
Detractors Passives Promoters
62%
Promoters
70%
Detractors
Conscious
Consumers
Corporate Social Responsibility 

influences where Millennials choose to…
Corporate Social Responsibility 

influences whe...
EvangelismLoyalty
Trust
Customer
Relationships
WILLIAM
SHU
Deliveroo
CEO
LIVE
#RelateLive
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
The new era of customer relationships (Relate Live London)
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The new era of customer relationships (Relate Live London)

Mikkel Svane, CEO of Zendesk
Business models, consumer expectations, and technologies are evolving. The best brands are making the transition from transaction-based interactions to ongoing customer relationships. Mikkel Svane explores how this transformation is reshaping the future of customer service, and what you can do to build customer loyalty for the long haul.

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The new era of customer relationships (Relate Live London)

  1. 1. #RelateLive
  2. 2. #RelateLive Welcome to Relate Live Customers. Colleagues. Community. It’s complicated.
  3. 3. things are changing
  4. 4. things are changing fast
  5. 5. we want to stop chasing the change @stealeyreed #RelateLive
  6. 6. and understand what’s driving the change
  7. 7. personalized customer service
  8. 8. more intuitive technology
  9. 9. new global trends
  10. 10. why better customer service? it’s relationships
  11. 11. business is more than just transactional @stealeyreed #RelateLive
  12. 12. why better customer service? it’s about relationships
  13. 13. relationships are complicated
  14. 14. relationships are very complicated
  15. 15. relationships are very, very, very complicated
  16. 16. @stealeyreed #RelateLive
  17. 17. We’regrowingintosomethingbigger thancustomerservice Relate launched in October 2015 @stealeyreed #RelateLive
  18. 18. @stealeyreed #RelateLive
  19. 19. “We have to give ourselves permission to make a difference and share something meaningful. Be a human search engine and seek out one for yourself. Put Google away for a time.” - Tom Hatfield, author of Live This Book
  20. 20. Go find your human search engine.
  21. 21. Mikkel Svane Zendesk CEO @MikkelSvane
  22. 22. What will achieve?
  23. 23. Relationships 
 are 
 Complicated
  24. 24. The nature of 
 customer relationships 
 is changing
  25. 25. Promoter
 Economy New 
 Business
 Models Conscious 
 Consumers Global 
 Trends
  26. 26. New
 Business 
 Models
  27. 27. New Recipes Blog ContentFeatured Chefs
  28. 28. 1yr 6yr Great Customer 
 Experience 
 increases Lifetime Value
  29. 29. Loyalty 
 drives 
 Revenue 
 Growth 2 
 Years 1 
 Year Aggregate 
 Revenue >2xRevenue 15% Churn 5% Churn
  30. 30. Promoter 
 Economy
  31. 31. Satisfied customers promote brands Detractors Passives Promoters 62% Promoters 70% Detractors
  32. 32. Conscious Consumers
  33. 33. Corporate Social Responsibility 
 influences where Millennials choose to… Corporate Social Responsibility 
 influences where Millennials choose to… 82% Recommend 74% Work 4% 6 Invest
  34. 34. EvangelismLoyalty Trust Customer Relationships
  35. 35. WILLIAM SHU Deliveroo CEO LIVE
  36. 36. #RelateLive

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