what the heck is customer wow, and how do i get some?
Post on 19-Oct-2014
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Here are some slides I shared with a group at the @PIEPDX incubator in Portland, Oregon on building a customer experience machine.These slides started the discussion ...Customer Wow is a concept that gets shared a lot, and creates smiles whenever it’s shared. But what is Customer Wow, really? You could say that it’s “the ability to deliver above and beyond customer experiences” and I also think it’s a bit more.Towards a definition of Customer WowWe can think of Customer Wow as a combination of empathy – the ability to understand and place yourself in another person’s shoes; functional excellence – the identification of key steps to solve a problem and the ability and execution to complete those steps; and the overarching idea of “doing the right thing” and treating the customer the way you would like to be treated in a given situation. Note: the customer is not always right. And the customer always should be treated with respect, given as much transparency as possible, and communicated with as a customer you’d like to keep.http://gregmeyer.wordpress.com/2012/07/24/what-the-heck-is-customer-wow/TRANSCRIPT
“What the heck is Customer WOW
and how do I get some?”Portland, OR – July 2012
Greg Meyer (@grmeyer) and Graham Murphy (@grahammurphy)
Last Slide, First.
• Attitude trumps a lot of things.• Build process that is simple
enough, and no simpler.• WOW is a journey, not a
destination.• People Matter.
Building the WOW machine
“The next generation of great companies will be led by CEOs who are serious about great customer service.”
- James Slavet of Greylock Partners
“I don’t know the key to success, but the key to failure is trying to please everybody.”
-Bill Cosby
“Customer service is really a learning function. You should learn to integrate support into product development to tighten that loop.”
-Eric Ries
“The longer you wait,
the harder it is to
produce outstanding
service.”
-Bill Davidow, Mohr Davidow Ventures
Let’s Discuss.
Who’s here?• Graham Murphy, Desk.com -
@grahammurphy
• Greg Meyer, Desk.com - @grmeyer
Tweet @Desk and include the hashtag #CustomerWOW to join the conversation!
Why Trust Us?• Graham - Grooveshark, Desk.com
• Greg – T-Mobile, Expedia, Gist,
Techstars Mentor, Assistly/Desk.com
What do you think of when you think of customer
service?
What is Customer Wow, Exactly?
• Towards a definition
• Discussion
How do you create a standout, epic
experience?
Build a WOW Machine?• Machine implies: Assets, deployed in a
repeatable way, and producing
measurable output.
• But not a black box.
• Discussion
Can you scale that experience across an
entire team?
People, Processes, and Tools
• Maslow’s Hierarchy of Needs
• Finding People with WOW
• Empowering People with Process
• Using the Right Tools for the Idea
• Discussion: what’s the end goal?
Tweet @Desk and include the hashtag #CustomerWOW to join the conversation!
Tweet @Desk and include the hashtag #CustomerWOW to join the conversation!
Can you measure customer success, and
how?
Measuring WOW• You manage what you measure
• What are the measurable outcomes of
WOW? (Hint: they need to matter to
the rest of your business)
• Discussion
How do you establish a customer-centric brand?
Delivering WOW• What do you do to deliver WOW?
• How do you scale it?
• How do you make it a competitive
advantage?
How do you address an unhappy customer?
Oops Moments.• And what happens when it doesn’t
work?
• How do you recover?
Questions to Ponder.
What’s one thing you feel you should be doing?
What’s one essential value to deliver great customer
service?
How do you build a great support team?
How do you help your entire team to support the
customer?
How are you making service a competitive
advantage?
How do you build a great support team?
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Last Slide, Last.
• Attitude trumps a lot of things.• Build process that is simple
enough, and no simpler.• WOW is a journey, not a
destination.• People Matter.