desk.com's principles of customer wow
TRANSCRIPT
CUSTOMER SERVICE IS IMPORTANT
The probability of selling to an existing customer is 60 – 70%.
The probability of selling to a new
prospect is 5-20%
Marketing Metrics #CustomerWOW
News of bad customer service reaches more than
twice as many ears as praise for a good service
experience.
White House Office of Consumer Affairs #CustomerWOW
3 in 5 Americans would try a new
brand or company for a better service
experience.
American Express Survey, 2011 #CustomerWOW
In 2011, 86% of consumers quit doing
business with a company because of bad
customer experience. Harris Interactive, Customer Experience Impact Report #CustomerWOW
…you get the point.
At Desk.com, we have our own Customer WOW team built on
13 PRINCIPLES
So without further adieu…
#CustomerWOW
MAKES THE!
1.
81% of companies
Peppers & Rogers Group - 2009 Customer Experience Maturity Monitor
with strong capabilities and competencies for delivering
customer experience excellence are outperforming
their competition.
Maintaining open lines of communication with your teammates allows everyone on the team to have a more
representative view of what’s going on.
It’s unreasonable to expect any individual to have a
perfect grasp of what’s going on for all of our customers.
#CustomerWOW
There is only one boss. The customer.
Sam Walton, Founder of Wal-Mart
And he can fire everybody in the company from the chairman on down simply by spending his money elsewhere.”
“
#CustomerWOW
It takes 12 positive experiences
Understanding Customers, Ruby Newell-Legner
to make up for an unresolved negative experience.
#CustomerWOW
Never hesitate to
The more you know about your customers and their
needs…
The more you know about your customers and their
needs…
the more of an asset you are to both the company, and your
customers.
Get closer than ever to your customers.
Steve Jobs, Co-founder of Apple
So close, in fact, that you tell them what they need well before they realize it themselves.”
“
#CustomerWOW
believe it takes too long to reach a live agent.
75% of customers
Harris Interactive, Customer Experience Impact Report #CustomerWOW
Show the customers that you aren’t a
but legendary.”
Sam Walton, Founder of Wal-Mart
The goal as a company is to have customer service that is not just the best
“
#CustomerWOW
78% of consumers
American Express Survey, 2011
have bailed on a transaction or not made an intended purchase because of a poor service experience.
#CustomerWOW
GET TO KNOW YOUR CUSTOMERS!
Having an open dialogue with your customers is key…
…but at the end of the day it’s how you make people feel
that matters the most.
Having an open dialogue with your customers is key…
must not open a shop.”
Chinese Proverb
A man without a smiling face “
#CustomerWOW
leave because they were upset with the treatment they received whilst speaking to customer service.
68% of customers
US Chamber of Commerce #CustomerWOW
Nobody likes being lied to.
A customer can’t expect anything more than the truth.
When you maintain an open dialogue with your customers and keep them informed at all times,
When you maintain an open dialogue with your customers and keep them informed at all times,
you’ll earn your customer’s
commitment to your company.
the customer will last.”
Robert Half
When a customer comes first, “
#CustomerWOW
a new customer than retain an existing one.
It costs 6-7 times more to acquire
Bain & Company #CustomerWOW
Even a half-baked idea might have a kernel of
greatness to be extracted.
The complaining customer represents a huge opportunity for more business.” Zig Ziglar, Author and Motivational Speaker
Statistics suggest that when customers complain, business owners and managers ought to get excited about it.
“
#CustomerWOW
Strive for
have posted comments or reviews online about the product or services they bought.
24% of American adults
Jim Jansen, Pew Research Center's Internet and American Life Project, 2010
The more you know, the more of an asset you are to our customers…
The more you know, the more of an asset you are to our customers…
…take every moment you can to expand your knowledge
base when it comes to the
product.
They insist their friends do business with you.”
Chip Bell, Founder Chip Bell Group
Loyal customers…they don’t just come back, they don’t simply recommend you.
“
#CustomerWOW
is spent on customer retention.
Only 12% of the average marketing budget
McKinsey #CustomerWOW
Your support team is the closest connection between your
customers and the company.
It’s your responsibility to bring any problems they might be having to light.
greatest source of learning.” Bill Gates, Founder of Microsoft
Your most unhappy customers are your
“
#CustomerWOW
For every customer who bothers to complain,
26 other customers remain silent.
White House Office of Consumer Affairs #CustomerWOW
Be sure to
LISTEN to their problem and
take time to understand how the
issue is impacting their work.
Often you may !nd alternative
solutions to help them and if not…you have
Often you may !nd alternative
solutions to help them and if not…you have
MORE information to
help be their advocate
Often you may !nd alternative
solutions to help them and if not…you have
MORE information to
help be their advocate
They DO expect you to fix things when they go wrong.” Donald Porter, VP of British Airways
Customers don’t expect you to be perfect.
“
#CustomerWOW
believe that customer experience is the next battleground.
71% of business leaders
Shaw & Ivens #CustomerWOW
Use the information relevant to the given support situation when looking for a solution.
…your competitors will.
Although your customers won’t love it if you give bad service…
“
Kate Zabriskie #CustomerWOW
Not all customers are
Companies that resolve a complaint in the customers’ favor will do business with them again 70% of the time. Lee Resources #CustomerWOW
While that does mean we deal with a lot of angry people…
While that does mean we deal with a lot of angry people…
…just remember that for every one angry customer there are
ten more that love everything about what
we do.
fail to astonish the customer.”
Macy’s Motto
Be everywhere, do everything and never
“
#CustomerWOW
complaining in social media expect a 60-minute response time.
42% of customers
The Social Habit #CustomerWOW
Strive to help each customer as quickly and efficiently as possible without undermining the
quality of the support experience.
Reducing the time it takes to assist a
customer directly… reduces the time other customers
must wait.
the harder it is to provide outstanding customer service.”
William H. Davidow
The longer you wait, “
#CustomerWOW
a reply liked or loved the fact that the company responded.
83% of the complaints that received
Maritz Research and evolve24 #CustomerWOW
We’ve all been in a rough support situation before.
We’ve all been in a rough support situation before.
If I don’t get a support rep on
the phone right now…I think I’m
just going to
snap.
Put yourself in the shoes of the customer when you take their case.
Your empathy will show, and they’ll certainly
appreciate it.
you must first walk a mile in his moccasin.”
Native American Proverb
To understand the man, “
#CustomerWOW
What companies have mastered Customer WOW?
Bonobos’s support team are called the “Bonobos Ninjas”
Unhappy customer met with an apology and answer. Crisis averted. Ninjas prevail.
SmugMug’s support team is called the “SmugMug Heroes” Happy
customers from all sides
• Keep track of where your conversations are with clients • Easy-to-!nd data all in one Universal Inbox • Easily manage tickets and priorities
Click Here for a Free Customer Service Kit from
Desk.com!
