customer service in the age of the customer
TRANSCRIPT
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@CityDrew
ANDREA CITTACustomer Service Ninja, @Zendesk
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Customer Service…
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…in the Age of the Customer
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1900 - 1960Age of Production
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1960 - 1990Age of Distribution
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1990 - 2010Age of Information
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2010 - ????Age of the Client
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What changed?
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Who wins in the Customer Service
Era?
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Lesson #1
Leverage the power of Communities!
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What call center would YOU choose?
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Lesson #2
Happy Employees=
Happy Customers
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Lesson #3
Never stop innovating*
*with customers in your heart and mind
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Social Care: #Wins & #Fails
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Social Care: #Wins & #Fails
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Lesson #4
Empower support to do the right thing!
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Lesson #5
Lead by Example!
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BEAUTIFULLY SIMPLE
CUSTOMER SUPPORT
SOFTWARE
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@CityDrew