The Experience Web

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

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