Matt Trifiro - Desk.com
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Matthew G Trifiro Of Customer Service Senior VP, Marketing The Velocity
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Transcript of Matt Trifiro - Desk.com
Matthew G Trifiro
Of Customer Service
Senior VP, Marketing
The Velocity
Source: http://www.flickr.com/photos/twylo/
http://www.flickr.com/photos/mateus27_24-25/
http://www.flickr.com/photos/mlrs193/http://www.flickr.com/photos/56595211@N07/
Customer Service Circa 1979
Customer Service Circa 2012
Email Twitter
Phone
Web
“If you make customers unhappyin the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
Jeff Bezos
No Surprise:Tweets Travel Faster than Packages
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Source: YouTube Source: Radian6
1 Tweet every 2 seconds
Fedex Brand Mentions
13 Hours go by & Fedex Finally tweets a response
4,825 Fedex Tweets by that time
40 Hours go by & Fedex finally tweets official blog post
15,658 Tweets by that time
40,644 Tweets over 72 hours
1,097,388 People in Twitter impact radius
The Box Toss – By The Numbers+0 Hours
The World According to TARP, and How it Turned Customer Service on Its Head
TARPisms
Word of MouthA dissatisfied customer will tell twice as many people about a bad experience, as they will a good experience
TARPisms
Good Service is Good BusinessIt costs 10 times as much to acquire a new customer as it does to keep an existing one
Resolved problems = retained customers.
Fast resolutions = mega retained
The ConundrumHalf of your customers won’t complain to you even if they are dissatisfied
It’s hard to save the customer if they won’t tell you there’s a problem
TARPisms
The Big Innovation Back Then
Today’s Equivalent: The Social Help Desk
Develop personal relationships with your customers on Twitter.
Interact with your customer community on Facebook.
Bonobos, a pioneer in online retail: 65 employees
Every employee plays a role in service
30% of customer service on social media
“If 30% of your
customers were
calling, would you not
answer the phone?”
Boloco, a Boston-based
Empowering store managers with social help desk
What’s a customer worth?
What’s a customer worth?
A Customer is worth the sum total of all the value you receive over their lifetime.
$LTV = Monthly Revenue * Months
The End
