The secret of success

Łukasz Szymański, Project & PR Manager, Ideo Sp. z o.o.
The secret of success - fulfill their dreams...

The bad news is that our customers hate us. The good
news is that there’s much less of them than it used to be.
Software House & Interactive Agency

Branson in "Like a Virgin" reminds us that high quality customer service
is one area where you can make your business prosper and "blow
away the competition."

One level above crap
„Since we have so low customer service expectations, the
speed of the case is so easy to subscribe in the mind of the
customer, make a positive impression on it, surprising
response speed and loyalty. Just one level higher than
normal-shit.”

Good service attracts
• 40% of customers will buy a competitive product
because of excellent service
• 55% of customers prefer to recommend the company
for excellent service than, for example, a low price
• 85% of customers are ready to pay up to 25% more
for guaranteeing proper service
Source: Fly on the cloudSoftware House & Interactive Agency

Evil repels
• 82% of customers stop buying
because of poor service
• 95% of Clients will take various actions
due to poor service:
• 85% warns the company
• 55% want to unload anger
• 24% have checked what the company has done

Why we are looking for another
1. Contact the rude employee
2. Unexpected costs and expenses
3. Poor product or service quality
4. Lack of information when we need it

Where are we looking for it?
• Firms spend $ 214 billion
on advertising worth 4% for people
• 83% of customers believe more strongly in
recommendations
from people they know (family, friends, friends)

Meet your dreams – solve their problems
• You have to be where they are
• To approach them when they need it unless
you want to say something very important
• Make their needs meet, solve their problems
With good service sales will come by itself

We are accustomed to accessing the internet,
easy contact with others
We can say that we are demanding these contacts.
Also from companies with which we "cooperate"

We used to create a shop ...
iParts sells spare parts for cars.
• For all cars. Currently over 100 brands.
• Each brand has X models.
• Each model has Y spare parts
• Each part can be in Z variants
100 * X * Y * Z = over 2mln products

Not necessarily… 
iParts based on the "just in time"
• Reduced risk of "unsold"
• Minimize "frozen" means
• There is another threat ...

Suppliers
Dozens of regular suppliers
• Several suppliers of the product (default)
• They only supply "sold" products
• Booking directly in supplier systems
• Price and delivery guarantee
• Product Catalog - TecDoc integration (webservice, DVD)
• Replacement products
• Delivery to the warehouse or to the customer

What does the customer see?
Full information about the selected product (verification on every call)
• Item availability
• Delivery time
• Final price
• Full description
• Product feedback
• Available alternatives
• Changes? Continuous updating and information

We started from scratch a few years ago
Around 5,000
customers
per month
make a purchase

We started from scratch a few years ago
„ ... according to the prestigious and independent rankings of Money.pl, Gazeta Wyborcza, Wyborcza.biz, we
are the shop with parts number 1 in the country. As the only representatives of our industry, we are at
the forefront of the largest and most popular e-commerce companies in the Internet Standard and
Gemius ... „

What would happen if ...

Integration and analysis
True BIG Data
• Order history (iParts and suppliers) and predicting "hills"
• Weather variability of orders
• Website traffic analysis and product recommendation
• Analysis of traffic on the Internet - we know what you are interested in and we advise you
• We know your story (your car) - traffic and sales (iParts.pl and internet)
• We know when you are looking for spare parts and related products
• Internet of Things-replace the bulb because it burns for 3… 2… 1…

She burned…
He knows what is the average life span of these particular light bulbs,
and he informs you that he is approaching the wrong time soon enough…
Suggests that it is worth buying a new one, and if I exchange too often
– he says that he should visit the service and check the installation.
He makes a visit, so you do not wait in line.

Predicting the future?
I know how much I ride and under what conditions. So he says that for example in a month
I should think about exchanging something, and in three months something else.
In half a year I have a review, and anyway it is in the next year waiting for me ...
Tells where and keeps updating information about the nearest service recommended by my friends.
One click and I have an appointment that he will remind me of soon enough.

f
„Can a complaint be filed in any store, or only in the place where the shoes
were bought?"
Please contact us via the "Ask us" tab.
WhatisitforyouFB?
So that I can answer you.

Communication
Message Center
• You will find our every product. Everywhere (in store, in app, in banner, in search engines)
• You are booking a romantic dinner, and in your car you will find a rocker ... will you come?
• You ride on summer tires and it is slippery. Slow
Display in the car, smartphone, smartwatch, our portal or any other, contextual advertising, in the mail, refrigerator …
At any time, I can turn off reminders in any of them.

More and more companies are choosing to use IT tools
This speeds up the execution of business processes and
customer service, but also reduces the costs involved.
As a result, it contributes to the increase in profits.
But will "machines" think for you?

We want to best serve our customers, so we design a "great" solution.
We want it to be fun and to make customers happy to use it. After all, we implement them.
Who do we most often ask for feedback?
• We know very well how this works
• Traders will gladly tell you how to do it, because they have the best contact with the customer
• The president of course knows best
What will you teach them?

Did not it happen to you that your customer would be happy to
complain?
You will be reminded of all mistakes and shortcomings that
you made
The same will tell you what else you should do

Common sense principles
Make only those actions that are justified business

The greatest mystery
Smile You do not do this for punishment 

l.szymanski@ideo.pl
500 067 606

The secret of success

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