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Insights to Deliver
Amazing
Customer Service10
Greg Meyer
Manager of Customer WOW at
Desk.com
www.linkedin.com/in/gregmeyer
@grmeyer
1. Poor
Customer
Service Kills
Repeated
Business	
  
48% of customers
say that poor customer
service is the biggest
deterrent to brand loyalty
http://www.parature.com/survey-customer-loyalty/
Click to tweet the fact!
What can
you
do to increase
loyalty?
ü  Answer their question and ask for one more
What can you do to increase loyalty?	
  
ü  Answer their question and ask for one more
What can you do to increase loyalty?	
  
ü  Find a great way to solve a customer service
problem in their business and share it with
them
ü  Answer their question and ask for one more
What can you do to increase loyalty?	
  
ü  Find a great way to solve a customer service
problem in their business and share it with
them
ü  Commit RANDOM ACTS OF CUSTOMER WOW
2. You Should Use
Social Customer
Service to Grow
Your Business
Customers who engage with
companies over social media
spend 20% to 40%
more money with those
companies than other
customers.
http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
What can
you
do to grow
your business?
What can you do to grow
your business?
ü Answer the question on Twitter.
What can you do to grow
your business?
ü Answer the question on Twitter.
No, really.
Answer the
question.
What can you do to grow
your business?
ü Answer the question on Twitter.
The faster, the better.
No, really.
Answer the
question.
And include a
link where they
can learn more
information
3. Help Your
Customers By Giving
them a Headstart
Customers who are informed
that they are 20% of the way to
their goal are 78% more
likely to convert.
https://msbfile03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Effect-1.pdf
What can
you
do to
give your customer
a headstart?
What can you do to give your
customer a headstart?
ü Get them going by starting the
product setup
What can you do to give your
customer a headstart?
ü Get them going by starting the
product setup
ü Ask the customer what they would do
next
What can you do to give your
customer a headstart?
ü Get them going by starting the
product setup
ü Ask the customer what they would do
next – then start setting that up too
Finally, give
them the
keys
4. Say Thank You, and
solve the problem
81% of consumers are
more likely to give a
company repeated
business after good
service
http://blog.kissmetrics.com/happy-campers/
What can
you
do to
make the customer feel
welcome??
What can you do to make the
customer feel welcome?
ü Get them going by starting the product setup
What can you do to make the
customer feel welcome?
ü Get them going by starting the product setup
ü Read from the top down to understand their
question
What can you do to make the
customer feel welcome?
ü Get them going by starting the product setup
ü Read from the top down to understand their
question
ü Ask clarifying questions and suggestions
What can you do to make the
customer feel welcome?
ü Own “making it right”
ü Get them going by starting the product setup
ü Read from the top down to understand their
question
ü Ask clarifying questions and suggestions
5. Customers want
really fast service
71% of chat customers
expect assistance
within five minutes.
http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics
What can
you
do to
make your service feel
faster?
What can you do to make
your service feel faster?
ü Provide an automatic response that lets them know
you’re listening. (but only if you actually answer
shortly afterward)
What can you do to make
your service feel faster?
ü Provide an automatic response that lets them know
you’re listening. (but only if you actually answer
shortly afterward)
ü Offer to set up a follow up if you can’t talk right now
and make it on their timeline
What can you do to make
your service feel faster?
ü Provide an automatic response that lets them know
you’re listening. (but only if you actually answer
shortly afterward)
ü Offer to set up a follow up if you can’t talk right now
and make it on their timeline
ü Send out information for them to review before you
call out
Desk.com Screenshot of Business Rules
Set some automatic rules to know
when you’re not answering quickly
6. Customers
will leave
your
company if
you have
crappy
service
64% of customers have
made future purchases from
a company’s competitors
after experiencing poor
customer service.
http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty
What can
you
do to
deliver better service??
What can you do to deliver
better service?
ü Acknowledge the issue
ü Acknowledge the issue
ü Apologize if necessary
What can you do to deliver
better service?
ü Acknowledge the issue
ü Apologize if necessary
ü Suggest a solution
What can you do to deliver
better service?
ü Acknowledge the issue
ü Apologize if necessary
ü Suggest a solution
ü Gain approval
What can you do to deliver
better service?
ü Acknowledge the issue
ü Apologize if necessary
ü Suggest a solution
ü Gain approval
ü FOLLOW UP
What can you do to deliver
better service?
7. Your ego
might be
causing
customer
churn	
  
Customer churn is
caused by customer
feelings of poor
treatment 68% of the
time.
http://www.desk.com/customer-service/training-tips
What can
you
do to
stop churn?
ü Admit you don’t know
What can you do to
stop churn?
ü Admit you don’t know
ü Commit to information you can find out
What can you do to
stop churn?
ü Admit you don’t know
ü Commit to information you can find out
ü Follow up and recap
What can you do to
stop churn?
ü Admit you don’t know
ü Commit to information you can find out
ü Follow up and recap
ü DON’T OVER PROMISE!
What can you do to
stop churn?
8. Deliver a shareable
WOW experience	
  
People tell an average 9
people about a good
experience, and 16 about
a bad one.
http://about.americanexpress.com/news/pr/2011/csbar.aspx
What can
you
do to
deliver WOW?
ü Go above and beyond to solve the problem
What can you do to
deliver WOW?
ü Go above and beyond to solve the problem
ü Make it easy for the customer to share
What can you do to
deliver WOW?
ü Go above and beyond to solve the problem
ü Make it easy for the customer to share
ü Ask the next question
What can you do to
deliver WOW?
9. If you solve it twice,
solve it for everyone	
  
91% of customers say
they would use an online
knowledgebase if it were
available and tailored to
their needs.
http://www.parature.com/survey-customers-prefer-online-self-service-good/
What can
you
do to
have better knowledge
options?
ü Write in a Question/Answer format based on
questions the customer will ask
What can you do to have
better knowledge options?
ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
What can you do to have
better knowledge options?
ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
ü Yes, avoid fancy words and abbreviations
What can you do to have
better knowledge options?
ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
ü Yes, avoid fancy words and abbreviations
ü Edit or rewrite the top 10 and the bottom 10
articles every quarter
What can you do to have
better knowledge options?
Make the finished
product something
you want every
customer to read
10. Listen to your
front-line employees
Amazon had the best
customer satisfaction
(91.7%) and achieved the
strongest sales growth
(20%).
http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
What can
you
do to
empower your front-line
Agents?
ü Give them a“lifeline”– a way to talk to others
and to escalate support
What can you do to have
better knowledge options?
ü Give them a“lifeline”– a way to talk to others
and to escalate support
ü Ask them what they think makes it better for
the customer
What can you do to have
better knowledge options?
ü Give them a“lifeline”– a way to talk to others
and to escalate support
ü Ask them what they think makes it better for
the customer
ü Ask them how to measure that improvement
What can you do to have
better knowledge options?
ü DO IT!
ü DO IT!
ü Then, talk about how
to improve
BONUS
GOLDEN RULE
SLIDE
Treat your internal
employees as
you would
Treat your internal
employees as
you would
your customers
LIST. ALL.THE. INSIGHTS.
1.  Poor Customer Service Kills Repeat Business
2.  Use Social Selling to Grow Your Business
3.  Give the Customer a Head Start
4.  Say Thank You, and Solve the Problem
5.  Customers Want Really Fast Service
6.  Customers Will Go to Another Company with
Great Service if You Don’t Offer Great Service
7.  Protecting your Ego Might Cause Churn
8.  Deliver a Shareable WOW Experience
9.  Share the Solution to the Problem Broadly
10.  Partner with Front-Line Employees to Solve
Problems
Thank you!
Learn more at @grmeyer
Or
http://desk.com/blog

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10 Insights to Deliver Amazing Customer Service

  • 1. (And TipsYou Can Use Today) Insights to Deliver Amazing Customer Service10
  • 2. Greg Meyer Manager of Customer WOW at Desk.com www.linkedin.com/in/gregmeyer @grmeyer
  • 4. 48% of customers say that poor customer service is the biggest deterrent to brand loyalty http://www.parature.com/survey-customer-loyalty/ Click to tweet the fact!
  • 5. What can you do to increase loyalty?
  • 6. ü  Answer their question and ask for one more What can you do to increase loyalty?  
  • 7. ü  Answer their question and ask for one more What can you do to increase loyalty?   ü  Find a great way to solve a customer service problem in their business and share it with them
  • 8. ü  Answer their question and ask for one more What can you do to increase loyalty?   ü  Find a great way to solve a customer service problem in their business and share it with them ü  Commit RANDOM ACTS OF CUSTOMER WOW
  • 9. 2. You Should Use Social Customer Service to Grow Your Business
  • 10. Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers. http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
  • 11. What can you do to grow your business?
  • 12. What can you do to grow your business? ü Answer the question on Twitter.
  • 13. What can you do to grow your business? ü Answer the question on Twitter. No, really. Answer the question.
  • 14. What can you do to grow your business? ü Answer the question on Twitter. The faster, the better. No, really. Answer the question.
  • 15. And include a link where they can learn more information
  • 16. 3. Help Your Customers By Giving them a Headstart
  • 17. Customers who are informed that they are 20% of the way to their goal are 78% more likely to convert. https://msbfile03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Effect-1.pdf
  • 18. What can you do to give your customer a headstart?
  • 19. What can you do to give your customer a headstart? ü Get them going by starting the product setup
  • 20. What can you do to give your customer a headstart? ü Get them going by starting the product setup ü Ask the customer what they would do next
  • 21. What can you do to give your customer a headstart? ü Get them going by starting the product setup ü Ask the customer what they would do next – then start setting that up too
  • 23. 4. Say Thank You, and solve the problem
  • 24. 81% of consumers are more likely to give a company repeated business after good service http://blog.kissmetrics.com/happy-campers/
  • 25. What can you do to make the customer feel welcome??
  • 26. What can you do to make the customer feel welcome? ü Get them going by starting the product setup
  • 27. What can you do to make the customer feel welcome? ü Get them going by starting the product setup ü Read from the top down to understand their question
  • 28. What can you do to make the customer feel welcome? ü Get them going by starting the product setup ü Read from the top down to understand their question ü Ask clarifying questions and suggestions
  • 29. What can you do to make the customer feel welcome? ü Own “making it right” ü Get them going by starting the product setup ü Read from the top down to understand their question ü Ask clarifying questions and suggestions
  • 30. 5. Customers want really fast service
  • 31. 71% of chat customers expect assistance within five minutes. http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics
  • 32. What can you do to make your service feel faster?
  • 33. What can you do to make your service feel faster? ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward)
  • 34. What can you do to make your service feel faster? ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward) ü Offer to set up a follow up if you can’t talk right now and make it on their timeline
  • 35. What can you do to make your service feel faster? ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward) ü Offer to set up a follow up if you can’t talk right now and make it on their timeline ü Send out information for them to review before you call out
  • 36. Desk.com Screenshot of Business Rules Set some automatic rules to know when you’re not answering quickly
  • 37. 6. Customers will leave your company if you have crappy service
  • 38. 64% of customers have made future purchases from a company’s competitors after experiencing poor customer service. http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty
  • 39. What can you do to deliver better service??
  • 40. What can you do to deliver better service? ü Acknowledge the issue
  • 41. ü Acknowledge the issue ü Apologize if necessary What can you do to deliver better service?
  • 42. ü Acknowledge the issue ü Apologize if necessary ü Suggest a solution What can you do to deliver better service?
  • 43. ü Acknowledge the issue ü Apologize if necessary ü Suggest a solution ü Gain approval What can you do to deliver better service?
  • 44. ü Acknowledge the issue ü Apologize if necessary ü Suggest a solution ü Gain approval ü FOLLOW UP What can you do to deliver better service?
  • 45. 7. Your ego might be causing customer churn  
  • 46. Customer churn is caused by customer feelings of poor treatment 68% of the time. http://www.desk.com/customer-service/training-tips
  • 48. ü Admit you don’t know What can you do to stop churn?
  • 49. ü Admit you don’t know ü Commit to information you can find out What can you do to stop churn?
  • 50. ü Admit you don’t know ü Commit to information you can find out ü Follow up and recap What can you do to stop churn?
  • 51. ü Admit you don’t know ü Commit to information you can find out ü Follow up and recap ü DON’T OVER PROMISE! What can you do to stop churn?
  • 52. 8. Deliver a shareable WOW experience  
  • 53. People tell an average 9 people about a good experience, and 16 about a bad one. http://about.americanexpress.com/news/pr/2011/csbar.aspx
  • 55. ü Go above and beyond to solve the problem What can you do to deliver WOW?
  • 56. ü Go above and beyond to solve the problem ü Make it easy for the customer to share What can you do to deliver WOW?
  • 57. ü Go above and beyond to solve the problem ü Make it easy for the customer to share ü Ask the next question What can you do to deliver WOW?
  • 58. 9. If you solve it twice, solve it for everyone  
  • 59. 91% of customers say they would use an online knowledgebase if it were available and tailored to their needs. http://www.parature.com/survey-customers-prefer-online-self-service-good/
  • 60. What can you do to have better knowledge options?
  • 61. ü Write in a Question/Answer format based on questions the customer will ask What can you do to have better knowledge options?
  • 62. ü Write in a Question/Answer format based on questions the customer will ask ü Avoid jargon What can you do to have better knowledge options?
  • 63. ü Write in a Question/Answer format based on questions the customer will ask ü Avoid jargon ü Yes, avoid fancy words and abbreviations What can you do to have better knowledge options?
  • 64. ü Write in a Question/Answer format based on questions the customer will ask ü Avoid jargon ü Yes, avoid fancy words and abbreviations ü Edit or rewrite the top 10 and the bottom 10 articles every quarter What can you do to have better knowledge options?
  • 65. Make the finished product something you want every customer to read
  • 66. 10. Listen to your front-line employees
  • 67. Amazon had the best customer satisfaction (91.7%) and achieved the strongest sales growth (20%). http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
  • 68. What can you do to empower your front-line Agents?
  • 69. ü Give them a“lifeline”– a way to talk to others and to escalate support What can you do to have better knowledge options?
  • 70. ü Give them a“lifeline”– a way to talk to others and to escalate support ü Ask them what they think makes it better for the customer What can you do to have better knowledge options?
  • 71. ü Give them a“lifeline”– a way to talk to others and to escalate support ü Ask them what they think makes it better for the customer ü Ask them how to measure that improvement What can you do to have better knowledge options?
  • 73. ü DO IT! ü Then, talk about how to improve
  • 76. Treat your internal employees as you would your customers
  • 77. LIST. ALL.THE. INSIGHTS. 1.  Poor Customer Service Kills Repeat Business 2.  Use Social Selling to Grow Your Business 3.  Give the Customer a Head Start 4.  Say Thank You, and Solve the Problem 5.  Customers Want Really Fast Service 6.  Customers Will Go to Another Company with Great Service if You Don’t Offer Great Service 7.  Protecting your Ego Might Cause Churn 8.  Deliver a Shareable WOW Experience 9.  Share the Solution to the Problem Broadly 10.  Partner with Front-Line Employees to Solve Problems
  • 78. Thank you! Learn more at @grmeyer Or http://desk.com/blog