Let's Get Engaged: The New Customer Service Landscape
-
Upload
lane-becker -
Category
Business
-
view
5.573 -
download
0
description
Transcript of Let's Get Engaged: The New Customer Service Landscape
![Page 1: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/1.jpg)
!"#!$"%"#"&'()("*+
!"#!$#%!&'()*+#,!-#,./0#!1234025#
http://www.flickr.com/photos/kendrick/
![Page 2: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/2.jpg)
![Page 3: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/3.jpg)
• Platform built for customer engagement
![Page 4: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/4.jpg)
• Platform built for customer engagement
• Distributed communities
![Page 5: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/5.jpg)
• Platform built for customer engagement
• Distributed communities
• Delivering real business outcomes
![Page 6: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/6.jpg)
Product IdeationNew Products,
New Uses
Immersive TestingBuyers, Features,
Pricing, Service
LaunchBuzz, Promotion, Marketing
Customer ServiceProblems, Questions,
Ideas
Customer Engagement > Customer Service
![Page 7: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/7.jpg)
Product IdeationNew Products,
New Uses
Immersive TestingBuyers, Features,
Pricing, Service
LaunchBuzz, Promotion, Marketing
Customer ServiceProblems, Questions,
Ideas
Social Effects
Customer Engagement > Customer Service
![Page 8: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/8.jpg)
6*()#,!+*,#!
(2)/(7#48!9*:29!
0'()*+#,( ;:!%*,</3=!9#((!
234!(5#34/3=!
9#((!+*3#:>
![Page 9: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/9.jpg)
![Page 10: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/10.jpg)
Behold...The Holy Grail of Customer Engagement
Photo by Krelic http://flickr.com/photos/15271532@N00/2312714034/
![Page 11: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/11.jpg)
![Page 12: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/12.jpg)
!"#!?@?>!AB5#,/#30#!!
![Page 13: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/13.jpg)
“A Customer Service Company That Happens
To Sell Shoes”
Photo by orangeacid http://flickr.com/photos/orangeacid/459207903/
![Page 14: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/14.jpg)
Meets Expectations(Survival)
Meets Desires(Success)
Meets Unrecognized
Needs(Transformation)
C2(9*%"(!D/#,2,0":!*E!&'()*+#,!A3=2=#+#3)
Creates Evangelism
Creates Commitment
Creates Satisfaction
From Peak: How Great Companies Get Their Mojo From Maslow, By Chip Conley
![Page 15: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/15.jpg)
0
250
500
750
1,000
2000 2001 2002 2003 2004 2005 2006 20072008
ZapposGross Sales
-2)/(E20)/*3!F!G,*%)"
![Page 16: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/16.jpg)
Increasing customer retention by 5%
increases profits by 25-95%
1*:29):!F!H,*7)(
![Page 17: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/17.jpg)
![Page 18: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/18.jpg)
Photo by Squirmella http://flickr.com/photos/squirmelia/247620009/
6*',!?##<(!*E!&'()*+#,!
-#,./0#!!,2/3/3=
![Page 19: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/19.jpg)
Photo by Cannlvr http://flickr.com/photos/cannlvr/433096652/
@3#!?##<!/3!)"#!&299!)#,
![Page 20: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/20.jpg)
What kind of company are you?
![Page 21: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/21.jpg)
Customer-focusede.g. Four Seasons, Zappos, Craigslist
?"2)!</34!*E!0*+523:!2,#!:*'I
![Page 22: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/22.jpg)
Infrastructure-focusede.g. Telecommunications, Cable, Utilities
?"2)!</34!*E!0*+523:!2,#!:*'I
![Page 23: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/23.jpg)
Product-focusede.g. Apple, Yahoo, most web companies
?"2)!</34!*E!0*+523:!2,#!:*'I
![Page 24: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/24.jpg)
!"#!H2)"!6*,!)"#!J#()!*E!K(
Photo by sunny-drunk http://flickr.com/photos/frogmanor/480977834/
![Page 25: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/25.jpg)
!"#!-',5,/(/3=!-*9')/*3
![Page 26: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/26.jpg)
1.Conversations at the center of the business
2. Reduce your sphere of control to increase your sphere of influence
3. Smash the silos
-#0,#)(!*E!)"#!&*30/#,=#
![Page 27: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/27.jpg)
I.Conversations at the center of the business
“Markets are conversations”
-The Cluetrain Manifesto
![Page 28: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/28.jpg)
![Page 29: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/29.jpg)
![Page 30: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/30.jpg)
![Page 31: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/31.jpg)
![Page 32: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/32.jpg)
L##5/3=!)"#!0'()*+#,(!*')
![Page 33: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/33.jpg)
6MN(
!,*'O9#!!/0<#)!-:()#+(
@')(*',0#4!&299!)#,(
D*%!%#!</99!0*3.#,(2)/*3(
![Page 34: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/34.jpg)
6*0'(/3=!*3!)/+#P5#,P0299QQQ
![Page 35: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/35.jpg)
QQQ1#24(!)*!)"/(
![Page 36: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/36.jpg)
6,/0)/*3PE,##!0*++'3/02)/*3!/(!)"#!3#%!3*,+
![Page 37: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/37.jpg)
Timbuk2 discovers people talking
![Page 38: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/38.jpg)
?"2)"(!/3!R*',!;2=I
![Page 39: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/39.jpg)
Hack a diaper bag
@')(/4#!/33*.2)/*3
![Page 40: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/40.jpg)
Focus Group 2.0
![Page 41: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/41.jpg)
A3=2=#!R*',!A.23=#9/()(
![Page 42: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/42.jpg)
II.Reduce your sphere
of control
...to increase your sphere of influence
![Page 43: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/43.jpg)
M!C2((/.#!C*3*5*9/()/0!C*3*9/)"
![Page 44: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/44.jpg)
S)"(!M99!MO*')!&*3),*9
![Page 45: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/45.jpg)
![Page 46: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/46.jpg)
![Page 47: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/47.jpg)
5000 vs 5
![Page 48: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/48.jpg)
Comcast Cares /Twitter / TechCrunch
![Page 49: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/49.jpg)
Comcast on Get Satisfaction
-"*0<!),#2)+#3)
![Page 50: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/50.jpg)
Comcast on Blogs
![Page 51: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/51.jpg)
Comcast on Blogs
![Page 52: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/52.jpg)
&"23=/3=!C/34(!MO*')!&*+02()
![Page 53: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/53.jpg)
&"23=/3=!&*+02()"(!S4#2!*E!S)(#9E
![Page 54: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/54.jpg)
$#=*)/2)/3=!),23(52,#30:!234!0*3),*9
![Page 55: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/55.jpg)
III.Smash the Silos
(Work with the network)
![Page 56: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/56.jpg)
The “it’s not our problem” problemis not a customer-centric view
![Page 57: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/57.jpg)
S)"(!3*)!09#2,!%"#,#!:*',!/3)#,#()(!#34
234!*)"#,(!O#=/3
![Page 58: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/58.jpg)
D*3#:!S!E*,=*)!)"#!0*5:,/=")
![Page 59: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/59.jpg)
A4=#(!#.#,:%"#,#
![Page 60: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/60.jpg)
A4=#(!#.#,:%"#,#
![Page 61: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/61.jpg)
A4=#(!#.#,:%"#,#
A4=#(!#.#,:%"#,#
![Page 62: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/62.jpg)
The Twitter API Ecosystem
$#)%*,<#4!('55*,)!20,*((!)"#!#0*(:()#+
&'()*+#,P)*P0'()*+#,P)*P0'()*+#,!('55*,)
A2,9:!%2,3/3=!E,*+!,#92)#4!255(
![Page 63: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/63.jpg)
SO ASK YOURSELF...
What would a concierge do?
![Page 64: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/64.jpg)
![Page 65: Let's Get Engaged: The New Customer Service Landscape](https://reader037.fdocuments.net/reader037/viewer/2022110114/54539b09af795908308b57a1/html5/thumbnails/65.jpg)
http://www.flickr.com/photos/blackbeltjones/
Lane BeckerEmail me at [email protected]
IM me at monstro9 on AIM
Follow me on Twitter @monstro
Or on Facebook at /laneb
Or even give me a call at 1-415-867-1708123#!;#0<#,