The document discusses how companies can improve customer service by embracing social media. It provides examples of companies that excel at customer service like Zappos and Four Seasons. Key aspects that lead to success include making customer conversations and needs a central focus, reducing control to increase influence, and working with customer networks. The document advocates taking a concierge-like approach to fully understand and satisfy customer expectations, desires, and needs.
14. When Social Media
meets Customer Service
Product Ideation Immersive Testing Launch Customer Service
New Products, Buyers, Features, Buzz, Promotion, Problems, Questions,
New Uses Pricing, Service Marketing Ideas
15. When Social Media
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
16.
17.
18. Behold...
The Holy Grail of Customer Experience
Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
19.
20.
21. “A Customer Service
Company That Happens
To Sell Shoes”
Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
22. ʼ’
Creates
Meets Evangelism
Unrecognized
Needs
(Transformation)
Creates
Commitment
Meets Desires
(Success)
Creates
Meets Expectations Satisfaction
(Survival)
From Peak: How Great Companies Get Their Mojo From Maslow, By Chip Conley
80. When Social Media
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
81. Lane Becker
Email me at lane@getsatisfaction.com
AIM me at monstro9
Follow me on Twitter @monstro
Or on Facebook at /laneb
Or even give me a call at 1-415-867-1708
http://www.flickr.com/photos/blackbeltjones/