hdi customer service week 2009 save the customer, save the world

Cus·tom·er (kŭs'tə-mər) noun - a person

Who purchases goods or services from

another

Origin: 1400–50; late Middle English. The

word historically derives from custom,

meaning "habit"

• 35% of all e-mail inquiries to companies get no response within 7 days

• 25% get no response at all

• 96% of dissatisfied customers don’t complain…they just stop buying.

• 54 -70% will stay loyal if their complaint is resolved.

• 95% will stay loyal if…the complaint was resolved quickly.

• On average a satisfied customer tells three people about a good product experience.

• The average dissatisfied customer gripes to 11 people

*Data from Forrester

• Ordinary people who can solve extraordinary issues

• Tough Technical Issues

• “Problem” Customers

• Arcane Processes

• Matt Parkman

• Power to Read Minds

Truism #2 – It’s About Relationships

• Site Visits

• Open Houses

• Call Them

• Ticket Follow Ups

• Surveys (Rich Hand)

• Focus Group

• Be Approachable

• Technology

• Processes

• People

• Empowerment

• Training

• Customer Service is a Marathon, Not a 5K

• Minute 42

• Aid Stations (H2O and Gu)

• Focus on the Customer

• It’s All About Relationships

• If It’s Broke, Fix It

• Fast Service Beats Everything Else

• We’re In It For The Long Haul

www.customerservicevoodoo.com

Twitter.com/brandon_caudle