7. “If you make customers
unhappy
in 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
9. The Box Toss – By The Numbers
+0 Hours
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
11. TARPisms
Word of Mouth
A dissatisfied customer will
tell twice as many people
about a bad experience, as
they will a good experience
12. TARPisms
Good Service is Good Business
It 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
13. TARPisms
The Conundrum
Half 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
15. Today’s Equivalent: The Social Help Desk
Develop personal
relationships with your
customers on Twitter.
Interact with your
customer community on
Facebook.
16. “If 30% of your
customers were
calling, would you not
answer the phone?”
Bonobos, a pioneer in online retail:
65 employees
Every employee plays a role in service
30% of customer service on social media