30 Awesome Quotes To Inspire Your Next Big Customer Loyalty Initiative
How to Inspire Word of Mouth through Customer Service
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Transcript of How to Inspire Word of Mouth through Customer Service
So you’ve got these customers
Andyou want them to:
Love you
http://www.flickr.com/photos/gi/
Buy from you
http://www.flickr.com/photos/andresrueda/
Tell their friends all about you
http://www.flickr.com/photos/pricklebush/
And you’ve got this
http://www.flickr.com/photos/akc77/
community
And you’ve got this
http://www.flickr.com/photos/akc77/
community
Can it do this for you?
It can.
things to remember:
1ONE
This isn’t customer avoidance
Outsourcing Call Centers
“FAQs”
http://www.flickr.com/photos/claudio_ar/
This is customer avoidance
Focusing on time-per-call
leads to this
friction-free
2TWO
Customer service is marketing
Product IdeationNew Products,
New Uses
Immersive TestingBuyers, Features,
Pricing, Service
LaunchBuzz, Promotion, Marketing
Customer ServiceProblems, Questions,
Ideas
When Community meets Customer Service
Product IdeationNew Products,
New Uses
Immersive TestingBuyers, Features,
Pricing, Service
LaunchBuzz, Promotion, Marketing
Customer ServiceProblems, Questions,
Ideas
Social Effects
When Community meets Customer Service
3Public is different than private
THREE
Every business
needs a lobby
The concierge
model
http://www.flickr.com/photos/kendrick/
How toInspire
http://www.flickr.com/photos/kendrick/
Word of Mouth
http://www.flickr.com/photos/kendrick/
Through Customer Service
In
easy steps:
http://www.flickr.com/photos/13522901@N00/
1Know your special purpose
ONE
Breeding trust
2TWO
Set some rules
3Set clear expectations
THREE
Consistency in response
Evolve your policy as your
community grows
(but only if there’s no malice in your heart)
Respond quickly
4Cast a wide net
FOUR
Weave conversation throughout
Not just a tab on your
site
Everybody in the pool
5Create productiveoutcomes
FIVE
Learn to say you’re sorry
http://www.flickr.com/photos/thomashawk/
Relax and reframe
6Make it personal
SIX
Discourage Anonymity
Use your real name and voice.
http://www.flickr.com/photos/cunisdiabolis/
Be human.
http://www.flickr.com/photos/kishorephotography/
http://www.flickr.com/photos/blackbeltjones/
Lane Becker
[email protected]@monstro
http://getsatisfaction.com/http://slideshare.net/monstro