What the heck is Customer Wow, and how do I get some?
-
date post
19-Oct-2014 -
Category
Business
-
view
1.531 -
download
1
description
Transcript of What the heck is Customer Wow, and how do I get some?
“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?
The Startup Pizza Fund
Feed your hunger with delicious pizza.
• Pitch us on a startup event
• We'll buy the pizza• We're picking at least
one event each month
Check it out at http://thepizzafund.com/
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.