building your brand through customer service
TRANSCRIPT
Building Your Brand through
Customer ServiceNeelay Bhatt
Vice President PROS Consulting Inc.
Twitter: @[email protected]
Outlene
Agenda Introdtion
WHY are we hEREWhy is Costomer service important?
DiscussionCase Study
QUEDTIONS?
Let’s Start Again…
Outline• Branding and Customer Service• WHO is a customer?• WHAT is customer service?• WHY is customer service important?• WHO excels at customer service?• HOW can I affect change once I get
back?
Tweet your vision on Twitter
@neelaybhattUse hashtag
#nbtalks
Branding & Customer Service
• "A brand is a collection of perceptions in the mind of the consumer.“
• “A brand is the intangible sum of a product's attributes: its name, packaging, and price, its history, its reputation, and the way it's advertised.”
Simply put, a brand is a reputation
• Customer Service Montage Video
What’s Wrong Here?
Ben Stiller / Airport
What’s Wrong Here?
Planes, Trains and Automobiles
What’s Wrong Here?
FedEx
What’s Wrong Here?
Seinfeld
What’s Wrong Here?
Phone Store
WHOIS A CUSTOMER?
WHATIS CUSTOMER SERVICE?
WHAT is Customer Service?Often confused with Customer FeedbackPost-program feedbackAsking them how they liked something If no one complains, we are doing great
WHAT is Customer Service?Customer service is the provision
of service to customers ….Before, During
and After
a purchase
WHYIS CUSTOMER SERVICE IMPORTANT?
WHY is customer service important?
Builds Trust In Your Brand
Prevents loss of potential business
Builds loyalty for your Brand
WHOEXCELS AT CUSTOMER SERVICE?
CASE STUDY:Carmel Clay Parks & Recreation
Failures:Inconsistent BrandingSubpar customer serviceInsufficient Training
CASE STUDY:Carmel Clay Parks & Recreation
Marketing Collateral: Before
Marketing Collateral: After
Customer Service: Before
Successes of uniform branding
Customer Service: After
HOWCAN I IMPACT OUR CUSTOMER SERVICE CULTURE?
Imagine the ENTIRE experience
NEELAY
Focus on solutions, not answers
Institute a culture that avoids saying
“No Problem”
Have uniforms or at least name tags for all staff
Have a mobile-optimized site
Make training an on-going process in person and online
Training without Lecturing
Front Desk (Bad Show / Good Show)
PD (Bad Show / Good Show)
PD (Bad Show / Good Show)
Program Staff (Bad Show / Good Show)
Displays (Bad Show / Good Show)
Even the best make mistakes….
Even the best make mistakes….
SUMMARY
How many different Majors does Disney University have?
Every one of YOU can make a difference
If you still don’t believe, I have just one word for you
MADIBA
THANK YOU
Neelay BhattVice President
PROS Consulting, LLCTwitter: @neelaybhatt
www.linkedin.com/[email protected]
Tweet your feedback on Twitter
@neelaybhattUse hashtag
#nbtalks