The Experience Web: How customer service can make or break a startup

•

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adii

Slides from my talk at a recent Media Conference.

Negócios Educação

THE EXPERIENCE

web
HOW CUSTOMER SERVICE CAN
MAKE OR BREAK
AN ONLINE STARTUP

TO SOME EXTENT...
CUSTOMER SERVICE
& MARKETING
IS EXACTLY THE SAME THING

TWITTER
& BLOGS facebook
HAS CHANGED THE GAME

If you make customers unhappy in the
physical world, they might each tell 6
friends. If you make customers unhappy on
the Internet, they can each tell 6,000
friends. JEFF BEZOS
CEO OF AMAZON

FROM EXPERIENCE...
YOUR STEREOTYPICAL ONLINE USER

so... THEY DON’T TRUST YOU
THEY’VE HEARD TOO MANY HORROR STORIES

THEY’RE NOT USED TO

goodCUSTOMER SERVICE
SO THEY EXPECT THE WORSE

THEY’RE NOT EASILY
impressed
BUT
IF YOU WOW THEM,
THEY WILL TELL THEIR FRIENDS

THE CUSTOMER IS NOT ALWAYS RIGHT.
STAND YOUR GROUND
BUT
BE
FLEXIBLE.

SURPRISE YOUR CUSTOMERS
ADD EXTRA VALUE.

BE TRANSPARENT ABOUT MISTAKES...

nobody
EXPECTS YOU TO
BE PERFECT

Do what you do so well that they will
want to see it again and bring their
friends.
WALT DISNEY

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SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months

IndeedSEO

PHX May 2024 Corporate Presentation Final

PanhandleOilandGas

The Experience Web: How customer service can make or break a startup

1. THE EXPERIENCE web HOW CUSTOMER SERVICE CAN MAKE OR BREAK AN ONLINE STARTUP

2. I AM adii rockstar

3. I WORK AT WOOTHEMES.COM

4. WOOTHEMES? huh?

5. 13 000 USERS ONE YEAR

6. 300 VISITORS UNIQUE 000 per month

7. ONE MILLION pageviews PER MONTH

8. industry LEADER

9. PROBABLY.

10. sales?

11. NAH, I’M MODEST.

12. TO SOME EXTENT... CUSTOMER SERVICE & MARKETING IS EXACTLY THE SAME THING

13. TWITTER & BLOGS facebook HAS CHANGED THE GAME

14. THE REALITY?

15. If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. JEFF BEZOS CEO OF AMAZON

16. FROM EXPERIENCE... YOUR STEREOTYPICAL ONLINE USER

17. so... THEY DON’T TRUST YOU THEY’VE HEARD TOO MANY HORROR STORIES

18. THEY’RE NOT USED TO goodCUSTOMER SERVICE SO THEY EXPECT THE WORSE

19. THEY’RE NOT EASILY impressed BUT IF YOU WOW THEM, THEY WILL TELL THEIR FRIENDS

20. SO WHAT TO DO?

21. THE CUSTOMER IS NOT ALWAYS RIGHT. STAND YOUR GROUND BUT BE FLEXIBLE.

22. & MAKE RULES BE PREPARED TO BREAK THEM.

23. SURPRISE YOUR CUSTOMERS ADD EXTRA VALUE.

24. ENGAGE THEM never IGNORE THEM.

25. BE TRANSPARENT ABOUT MISTAKES... nobody EXPECTS YOU TO BE PERFECT

26. end RESULT?

27. Do what you do so well that they will want to see it again and bring their friends. WALT DISNEY

The Experience Web: How customer service can make or break a startup

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