how to transform customer care into a profit center
TRANSCRIPT
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