Here are some slides I shared with a group at the @PIEPDX incubator in Portland, Oregon on building a customer experience machine.These slides started the discussion ...Customer Wow is a concept that gets shared a lot, and creates smiles whenever it’s shared. But what is Customer Wow, really? You could say that it’s “the ability to deliver above and beyond customer experiences” and I also think it’s a bit more.Towards a definition of Customer WowWe can think of Customer Wow as a combination of empathy – the ability to understand and place yourself in another person’s shoes; functional excellence – the identification of key steps to solve a problem and the ability and execution to complete those steps; and the overarching idea of “doing the right thing” and treating the customer the way you would like to be treated in a given situation. Note: the customer is not always right. And the customer always should be treated with respect, given as much transparency as possible, and communicated with as a customer you’d like to keep.http://gregmeyer.wordpress.com/2012/07/24/what-the-heck-is-customer-wow/
What the heck is Customer WOW and how do I get some?Portland, OR July 2012Greg 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 machineThe next generation of great companies will be led by CEOs who are serious about great customer service.
- James Slavet of Greylock Partners I dont know the key to success, but the key to failure is trying to please everybody.
Customer service is really a learning function. You should learn to integrate support into product development to tighten that loop.-Eric RiesThe longer you wait, the harder it is to produce outstanding service.-Bill Davidow, Mohr Davidow Ventures
Lets Discuss.Whos here?Graham Murphy, Desk.com - @grahammurphyGreg Meyer, Desk.com - @grmeyerTweet @Desk and include the hashtag #CustomerWOW to join the conversation!
Why Trust Us?Graham - Grooveshark, Desk.comGreg T-Mobile, Expedia, Gist, Techstars Mentor, Assistly/Desk.comWhat do you think of when you think of customer service?What is Customer Wow, Exactly?Towards a definitionDiscussionHow 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.DiscussionCan you scale that experience across an entire team?People, Processes, and ToolsMaslows Hierarchy of NeedsFinding People with WOWEmpowering People with ProcessUsing the Right Tools for the IdeaDiscussion: whats 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 WOWYou manage what you measureWhat are the measurable outcomes of WOW? (Hint: they need to matter to the rest of your business)DiscussionHow do you establish a customer-centric brand?Delivering WOWWhat 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 doesnt work?How do you recover?Questions to Ponder.Whats one thing you feel you should be doing?Whats 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
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Pitch us on a startup eventWe'll buy the pizzaWe're picking at leastone event each monthCheck 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.