how to transform customer care into a profit center

the caring startupscott arrieta

head of customer care | tile

10 minutes per day spent by the average person looking for misplaced stuff

3,000 items per year misplaced by the average person

250,000 items per day found by tile users around the world

ring it

see where you had it

find your phone

customer care: cost center or profit center?is customer care a cost of doing business or a strategic differentiator?

the profit driven mindset

profit center emphasis is on maximizing value

self service

customer effort

maximize promoters

service recovery

pre-sales

proactive insights farming

cost center emphasis is on cost-reduction

ticket deflection

agent touches

minimize detractors

customer appeasement

general questions

passive feedback collection

the profit center formula

experience + insights + revenue

what is your customer experience game plan? are you building a product or solving a need? are you in the product business or the people business?

baseline satisfiers responsiveness, accuracy, professionalism, cycle times, etc.

moments of truth experiences engineered to impress

service recovery restore confidence when things go wrong

personalized outreach give them something to talk about

customer service vs. customer experience

moments of truth

live the experience

eliminate effort

be accessible

service recovery

be proactive

empower the front lines

develop a playbook

activate promoters

handwritten notes

goodwill gestures

personalized outreach

customer insights strategic insights from the people who know your customers best

voice of the customer

targeted outreach

net promoter score

show me the money mobilize care to capture the low hanging fruit

proactive chat because laziness is the #1 barrier to conversions

generate leads every contact is a sales opportunity

pick up the phone when emails and push notifications fail, go old-school

proactive chat

proactivebecause laziness is the #1 barrier to conversions

generate leads every contact is a sales opportunity

pick upwhen emails and push notifications fail, go old-school

generate leads

solicit reviews

feed the funnel

tell the story

proactivebecause laziness is the #1 barrier to conversions

generateevery contact is a sales opportunity

pick up the phone when emails and push notifications fail, go old-school