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Customer Service in the Age of the Customer

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Page 1: Customer Service in the Age of the Customer
Page 2: Customer Service in the Age of the Customer

@CityDrew

ANDREA CITTACustomer Service Ninja, @Zendesk

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Customer Service…

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…in the Age of the Customer

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1900 - 1960Age of Production

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1960 - 1990Age of Distribution

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1990 - 2010Age of Information

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2010 - ????Age of the Client

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What changed?

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Who wins in the Customer Service

Era?

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Lesson #1

Leverage the power of Communities!

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What call center would YOU choose?

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Lesson #2

Happy Employees=

Happy Customers

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Lesson #3

Never stop innovating*

*with customers in your heart and mind

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Social Care: #Wins & #Fails

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Social Care: #Wins & #Fails

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Lesson #4

Empower support to do the right thing!

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Lesson #5

Lead by Example!

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BEAUTIFULLY SIMPLE

CUSTOMER SUPPORT

SOFTWARE

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FOLLOW ME ON TWITTER:

@CityDrew


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