This is the slide deck from a talk I gave on 4/28 at ConvergeSE in Columbia, SC. Convergese.com

1. Bad Service:
Hate It, Spread
ItHow to increase customer satisfaction,
with fewer reps, more analytics, more
press and less money.

2. Robyn Tippins
Co-founder, Mariposa Interactive
Author, Community 101
Community Manager since 1996

3. Your call is very
important to us...

4. Why Customers say
goodbye to you
0% 5% 10% 15% 20% 25% 30%
Die
Move away
Seek alternatives
Leave for competitor
Product dissatisfaction
Due to treatment

6. #blackberry

8. #pinkslime

9. #cairo
From the larger Arab Spring movement

12. he
customer response

13. Chapsticks’ Facebook
Mishap

15. 2014
Super
Bowl
power
failure

16. 2014
Buffet bracket
challenge

17. and
the risk

18. 9/11 10th Anniversary

20. Oops

22. ...but they nail the return

24. Cartoon from ThisIsIndexed
Scale is possible

25. Helping Non-Tech Savvy User
ALL OF A SUDDEN YOUR PAGE APPEARED ON MY
COMPUTER................. PLEASE...PLEASE...REMOVE
IT AS SOON AS POSSIBLE.
THANK YOU
EMAIL@DOMAIN.NET
Actual Customer Service Email
Robyn Tippins | RobynTippins@gmail.com | @Duzins on Twitter

26. helping the non-savvy user
ALL OF A SUDDEN YOUR PAGE APPEARED ON MY
COMPUTER................. PLEASE...PLEASE...REMOVE
IT AS SOON AS POSSIBLE.
THANK YOU
EMAIL@DOMAIN.NET
Actual Customer Service Email

27. OK, how about this motto: ‘If you are unhappy for
any reason, we will feel really bad.’

28. Our vision is to be
earth’s most customer
centric company; to
build a place where
people can come to
find and discover
anything they might
want to buy online.

31. Positive Assumptions
• No Questions Asked
Return Policy –
Anytime
• Customer Almost
Always Right
• Fast Response

32. Documentation
• Create an Online
Documentation
Center
• Place helps in
strategic places

33. Empower Your Reps
• Tell them to take the blame
• Encourage creativity
• Take away the clock
• Encourage power listening
• Have them envision the
person on the other side
• Encourage real language
• Emphasize follow through
• Remind them to keep their
cool

34. Weekly Check-Ups
• Call you customer
support help-line
• Send an email
through your Help
link
• Leave a comment on
customer support
forums
• Tweet your company

35. Gift the Extra Mile
• Amaze Me reports
• Require follow
through on
escalations
• Note patterns and
escalate

36. Guard Your Territory
• Customer-facing
Convos Belong to
Customer Service
• Fight for a Voice
• Fight for Your Reps

37. Love Your Reps
• Don’t Allow Customer
Abuse
• Create a Career Path
Out
• Reward Outside of
Customer Care

38. 2013 Customer Rankings
• Worst
Winn Dixie
SuperValu
Gap
BestBuy
Safeway
Macy’s
Walgreens
CVS
Rite Aid
Walmart
• Best
• USAA
• A credit union
• Charles Schwab
• Ace Hardware
• Chick –fil-A
• Dollar Tree
• Costco
• Trader Joe’s
• HyVee
• Sonic Drive-In

39. Robyn Tippins
Co-founder, Mariposa Interactive