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The Experience Web: How customer service can make or break a startup
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Slides from my talk at a recent Media Conference.
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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
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