THE SOCIAL ECONOMY
- Word-of-Mouth Speed of Lightning
- Facebook, Twitter, Google, Trip Advisor
- The New World Order
THE RISK OF SLOW OR NO RESPONSE
- Brand Damage
- Customer Defections
- Negative Word-of-Mouth with Thousands & Millions
THE SERVICE STRATEGY
- Building a Brand Around Customer Service
- A Strategic Weapon – Differentiation Strategy
- Steps Critical to Driving a Service Culture
- Build Market Share and Market Dominance
- Crush the Competition
THREE SKILLS CRITICAL TO DAMAGE CONTROL IN A FAST MOVING SOCIAL ECONOMY
- Empowerment
- Service Recovery
- Speed
SERVICE RECOVERY
- The Art of Keeping Unhappy Customers
- Four Techniques That Work
- Moving Heaven and Earth
- Learn How to Take Unhappy Customers in Sixtry Seconds From Hell to Heaven
SPEED: DO IT FAST, DO IT NOW & DO IT RIGHT
- Creating a Speed Mindset
- Eliminating Barriers to Speed
- Keep Promises and Over Deliver
EMPOWERMENT
- 3 Reasons Employees Will Not Use Empowerment
- Bending the Rules
- Creating Overhappy Customers
- The Myths of Empowerment: What CEO’s Believe vs. Reality
THE COST OF ARROGANCE
- Arrogance by Top Management: Netflix, Bank of America, Most US Airlines
WHY CUSTOMER SERVICE SUCKS WITH SOCIAL MEDIA
- Lack of Technology
- Lack of Tracking – Salesforce.com (Radian)
- No 24/7 Call Centers with live People
- Need for Swat Team
CREATING A CULTURE OF SUPERIOR SERVICE
- Change Attitudes & Behaviors
- Creating a Customer Experience Customers Will Tell Friends About