Upgrade to Pro — share decks privately, control downloads, hide ads and more …

The Experience Web

1bd94cce8c3a86fa5aeb1fbbced7c8f7?s=47 adii
May 03, 2012

The Experience Web

This is a very old talk (I think 2010 somewhere) I gave to students at Cape Town University of Technology.

1bd94cce8c3a86fa5aeb1fbbced7c8f7?s=128

adii

May 03, 2012
Tweet

Transcript

  1. THE EXPERIENCE web HOW CUSTOMER SERVICE CAN MAKE OR BREAK

    AN ONLINE STARTUP
  2. adii rockstar I AM

  3. I WORK AT WOOTHEMES.COM

  4. WOOTHEMES? huh?

  5. 13 000 USERS ONE YEAR

  6. 300 000 UNIQUE VISITORS per month

  7. ONE MILLION pageviews PER MONTH

  8. industry LEADER

  9. PROBABLY.

  10. sales?

  11. NAH, I’M MODEST.

  12. TO SOME EXTENT... CUSTOMER SERVICE &MARKETING IS EXACTLY THE SAME

    THING
  13. TWITTERfacebook & BLOGS HAS CHANGED THE GAME

  14. THE REALITY?

  15. If you make customers unhappy in the physical world, they

    might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. JEFF BEZOS CEO OF AMAZON
  16. FROM EXPERIENCE... YOUR STEREOTYPICAL ONLINE USER

  17. THEY’VE HEARD TOO MANY HORROR STORIES so... THEY DON’T TRUST

    YOU
  18. THEY’RE NOT USED TO good CUSTOMER SERVICE SO THEY EXPECT

    THE WORSE
  19. THEY’RE NOT EASILY impressed BUT IF YOU WOW THEM, THEY

    WILL TELL THEIR FRIENDS
  20. SO WHAT TO DO?

  21. THE CUSTOMER IS NOT ALWAYS RIGHT. STAND YOUR GROUND BUTBE

    FLEXIBLE.
  22. MAKE RULES &BE PREPARED TO BREAK THEM.

  23. SURPRISE YOUR CUSTOMERS ADD EXTRA VALUE.

  24. ENGAGE THEM never IGNORE THEM.

  25. BE TRANSPARENT ABOUT MISTAKES... nobody EXPECTS YOU TO BE PERFECT

  26. endRESULT?

  27. Do what you do so well that they will want

    to see it again and bring their friends. WALT DISNEY