Desk.com's Principles of Customer WOW
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The document provides 13 principles for providing excellent customer service or "Customer WOW". It begins by emphasizing the importance of customer retention and satisfaction. It then lists the 13 principles which include actively listening to customers, maintaining open communication, quickly resolving issues, putting oneself in the customer's shoes, and learning from complaints. The overall message is that prioritizing outstanding customer experiences leads to greater customer loyalty and business success.
Desk.com's Principles of Customer WOW
- 1. The Principles of Customer WOW 13 Effective Ways to WOW Your Customers WO W!
- 3. CUSTOMER SERVICE IS IMPORTANT
- 4. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% Marketing Metrics #CustomerWOW
- 5. News of bad customer service reaches more than twice as many ears as praise for a good service experience. White House Office of Consumer Affairs #CustomerWOW
- 6. 3 in 5 Americans would try a new brand or company for a better service experience. American Express Survey, 2011 #CustomerWOW
- 7. In 2011, 86% of consumers quit doing business with a company because of bad customer experience. Harris Interactive, Customer Experience Impact Report #CustomerWOW
- 8. …you get the point.
- 9. At Desk.com, we have our own Customer WOW team built on 13 PRINCIPLES
- 10. So without further adieu… #CustomerWOW
- 11. 1. MAKES THE!
- 12. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition. Peppers & Rogers Group - 2009 Customer Experience Maturity Monitor
- 13. It’s unreasonable to expect any individual to have a perfect grasp of what’s going on for all of our customers. Maintaining open lines of communication with your teammates allows everyone on the team to have a more representative view of what’s going on. #CustomerWOW
- 14. “ There is only one boss. The customer. And he can fire everybody in the company from the chairman on down simply by spending his money elsewhere.” Sam Walton, Founder of Wal-Mart #CustomerWOW
- 16. It takes 12 positive experiences to make up for an unresolved negative experience. Understanding Customers, Ruby Newell-Legner #CustomerWOW
- 19. The more you know about your customers and their needs…
- 20. The more you know about your customers and their needs… the more of an asset you are to both the company, and your customers.
- 21. “ Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.” Steve Jobs, Co-founder of Apple #CustomerWOW
- 23. 75% of customers believe it takes too long to reach a live agent. Harris Interactive, Customer Experience Impact Report #CustomerWOW
- 26. Show the customers that you aren’t a
- 27. “ The goal as a company is to have customer service that is not just the best but legendary.” Sam Walton, Founder of Wal-Mart #CustomerWOW
- 29. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. American Express Survey, 2011 #CustomerWOW
- 30. GET TO KNOW YOUR CUSTOMERS!
- 31. Having an open dialogue with your customers is key…
- 32. Having an open dialogue with your customers is key… …but at the end of the day it’s how you make people feel that matters the most.
- 33. “ A man without a smiling face must not open a shop.” Chinese Proverb #CustomerWOW
- 35. 68% of customers leave because they were upset with the treatment they received whilst speaking to customer service. US Chamber of Commerce #CustomerWOW
- 36. Nobody likes being lied to.
- 37. A customer can’t expect anything more than the truth.
- 38. When you maintain an open dialogue with your customers and keep them informed at all times,
- 39. When you maintain an open dialogue with your customers and keep them informed at all times, you’ll earn your customer’s commitment to your company.
- 40. “ When a customer comes first, the customer will last.” Robert Half #CustomerWOW
- 42. It costs 6-7 times more to acquire a new customer than retain an existing one. Bain & Company #CustomerWOW
- 44. Even a half-baked idea might have a kernel of greatness to be extracted.
- 45. “ Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” Zig Ziglar, Author and Motivational Speaker #CustomerWOW
- 46. Strive for
- 47. 24% of American adults have posted comments or reviews online about the product or services they bought. Jim Jansen, Pew Research Center's Internet and American Life Project, 2010
- 48. The more you know, the more of an asset you are to our customers…
- 49. The more you know, the …take every more of an moment you asset you are to our can to expand customers… your knowledge base when it comes to the product.
- 50. “ Loyal customers…they don’t just come back, they don’t simply recommend you. They insist their friends do business with you.” Chip Bell, Founder Chip Bell Group #CustomerWOW
- 52. Only 12% of the average marketing budget is spent on customer retention. McKinsey #CustomerWOW
- 53. Your support team is the closest connection between your customers and the company.
- 54. It’s your responsibility to bring any problems they might be having to light.
- 55. “ Your most unhappy customers are your greatest source of learning.” Bill Gates, Founder of Microsoft #CustomerWOW
- 57. For every customer who bothers to complain, 26 other customers remain silent. White House Office of Consumer Affairs #CustomerWOW
- 58. Be sure to LISTEN to their problem and take time to understand how the issue is impacting their work.
- 59. Often you may find alternative solutions to help them and if not…you have
- 60. Often you may find alternative solutions to help them and if not…you have MORE information to help be their advocate
- 61. Often you may find alternative solutions to help them and if not…you have MORE information to help be their advocate
- 62. “ Customers don’t expect you to be perfect. They DO expect you to fix things when they go wrong.” Donald Porter, VP of British Airways #CustomerWOW
- 64. 71% of business leaders believe that customer experience is the next battleground. Shaw & Ivens #CustomerWOW
- 65. Use the information relevant to the given support situation when looking for a solution.
- 66. “ Although your you give bad won’t love it if customers service… …your competitors will. Kate Zabriskie #CustomerWOW
- 68. Companies that resolve a complaint in the customers’ favor will do business with them again 70% of the time. Lee Resources #CustomerWOW
- 70. While that does mean we deal with a lot of angry people…
- 71. While that does mean we deal with a lot of angry people… …just remember that for every one angry customer there are ten more that love everything about what we do.
- 72. “ Be everywhere,never everything and do fail to astonish the customer.” Macy’s Motto #CustomerWOW
- 74. 42% of customers complaining in social media expect a 60-minute response time. The Social Habit #CustomerWOW
- 75. Strive to help each customer as quickly and efficiently as possible without undermining the quality of the support experience.
- 76. Reducing the time it takes to assist a customer directly… reduces the time other customers must wait.
- 77. “ The longer you wait, the harder it is to provide outstanding customer service.” William H. Davidow #CustomerWOW
- 79. 83% of the complaints that received a reply liked or loved the fact that the company responded. Maritz Research and evolve24 #CustomerWOW
- 80. We’ve all been in a rough support situation before.
- 81. We’ve all been in a rough support situation before. If I don’t get a support rep on the phone right now…I think I’m just going to snap.
- 82. Put yourself in the shoes of the customer when you take their case. Your empathy will show, and they’ll certainly appreciate it.
- 83. “ To understand the man, you must first walk a mile in his moccasin.” Native American Proverb #CustomerWOW
- 84. What companies have mastered Customer WOW?
- 85. Check out their promise to customers Happy customers all around
- 86. Bonobos’s support team are called the “Bonobos Ninjas” Unhappy customer met with an apology and answer. Crisis averted. Ninjas prevail.
- 87. SmugMug’s support team is called the “SmugMug Happy Heroes” customers from all sides
- 88. Click Here for a Free Customer Service Kit from Desk.com! • Keep track of where your conversations are with clients • Easy-to-find data all in one Universal Inbox • Easily manage tickets and priorities