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Tweet atrust Ser v(] e e t+et lot @!jr ay i et1icust ser v a nj a y i e b s @ e r k son CDt i s the lit tie ~c uS tq~B~ ;, s n' tit r ! a t:me gO t b a c h (]) 0 d eve n i n 9 sea son e d pro s & n e vvb i e s fr 0 m 1.0 n don Ca r #cust se r v a IB ffr e WI{n grra n PI e a s est ate i n 140 ~ u r ttxam:t i s e r to r a d1. son Pr 0 rm t e sHIiJ eve r ~ n e. A tad e ciirck.J~ th see v atre r kson 0 @j ay i ebS'ep #)::ust ser v a t:E n e s \S I a b CiI. i nth e k n 0 wi edge & ins i gh t n e c e s s a r y t 0 I eve rage en hance ~ur cust orrer e~rti ~r.1t,et: . col 1#tsfl'qaOs #cust se r v a ra s o n Pr ormt e~ egO t b a cns eat t 0 see ~t#ca&lgser v atrust Ser v(] e e t+et I 0 and gr e@eirrK.gEon@lsonPr ormt e@ egO t bach #cust se r v a IB ffr e WI{n grra n 2 0 ~ a rho s pit a lit y rra n age rre n t vet. Pr 0 fe s s ion a I Co cust orrer ser#.dt..aB. ser v a d1. son Pr 0 rm t e ~ e r k son (H AI an. PI e as u res e e i n 9 #"oWlS b IScmm " a ifo by IVet c a I f (] e e tin gs a I I , s 0 gl ad t 0 rra k e itt h e THE c hat ton @lust Ser v(] ee@?ffr eWl{n grran #cust ser v atrust Serv(]eetret I 0 graciou@ilfb"s::t'}(.l{ngrran#cust serv at:m egO t bach @lson Pr ormt e s'to u t 00 ny fr itBrusl- ser v a ffil a r r \8 irk e t t @er k son (J) use f-b 0 t sui tea n d i t has a set tin 9 t 0 fi pro rro ted t we e t s sol h a vet 0 t a I I Y fo#q;ps tt SErr va b 0 u t hel I#oust s e rfvl ends! I've been wai t i ng al I week for y.. a m e ewuar e RT @lu s t Se r v (] e e t ItErI:I 0 gr a c i 0 ~ Iftc e \<.K n grra n aifoby IVet cal #cust se r v a t:me gO t b a c h Th a n k s Fb Y gl a d t 0 be ~U1 s:t. sew v (] e e t kB"1:loa nd greet ir@sukson@lsonPrormt e@iegOt ba cacus t serv atrust Ser v(] e e t+e r t he@'"eby IVet cal#bust ser v a d1. son Pr 0 rm t e ~u s t Se r v (] e e t Ta an k s ny fr i end. Sa rre tIC UDS ~ rv a be r k son 0 @l son Pr 0 rm t e sUJke wi s e , J3. son. I\b t sur e abo u t the t gonna hang o ut ecusn se r v a ta n e Sut t on Passi on ftxrust se,r VlOW tech t ran sfor ITS how peopl e' s s are handled and how we are served. afsar r \8i r ket t I\bt a bi 9 t a:Q>!aflfnpr ormt el-tuever ~ne. A t ad ear I y hE #cust se r v a d1. son Pr 0 rm t e ~ a r r ')8 irk H: 18a r #<;lI 5 t 5 e r v alirodio Hey 01 #cust serv atre r kson 0 ~ egO t baclt(o#cust ser v a roct ion jay St 0 Ppin 9 b y#irus t 5 e roo a t ton i gh t . 6t e r ~ 0 d Y t a I k s abc

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I e ad e r s hip fr 0 m the top d 0 VIIIl. I' m wo r kin 9 ny wa y fr 0 IT up. arnffre)lll{ngrran Tonight's Topic: f-bwcan cust orrer service drive the #cust se tlvust se r v ati egO t bach I\1t pas s ion ItDu 5 t 5 e r9A: e rrs fr 0 m be i n 9 b r 0 ugh t u p r i gh t & M.l m wh 0 a I wa 'f3 s aid "~u r wo r dis BlffifTl1tIbOs t sl8 r v atre r kson 0 @.ct ion j Ia.~t t o rrs up. [Zappo~cu§:ttsell:v. a ra s o n Pr o rro t e~ct ion jWVcorre. (lad ~u j oiitla:u:Stuserv atovel \til 6ten in 9 t#oust ser v aoilasnill er ~ust Serv(]eetTl3anks, Fby. have t~(JdJlDurt')tj to s pre a d wctus t 5 e rgf) s pel the ret 0 rra r k e tin 9 stu den t chat al I ! a ifo by !\.Ie t c a I f @.c t ion j QI)}O d t 0 see ~ u - be ettc us t VISer v ati egO t bach It's AI an Ber kson - gl ad 0 l@eiWk,@CDln§ir! RT ~ egO t baclt(o#cust ser v atovel \til AI r e a d y? Cheer s@eff"kson(@.ct ion i Ia.~t t o rrs up. [Zappo (])t ift:custserv a ra s o n Pr o rro t eg;pegOt bacl10ve ~ur passion (]eg and#ictusti1m.l7sv. aHt char d Nlt 01 iHeI I o#Cust ser v a ifo by !\.Ie t c a I f RT ~ ffr e)lll{ n grra n: To nigh t s To pic: f-b w can c u s t 0 rre r s e d r i vet h e bot t #cEllIlSltse::iA7u 5 t 5 e r v i alirodio @bvel ')ill I've barel yhad t irre for #tmstssela'i el y. atrerksonO WchardNlt ct-..bt sure if ~u' re gonna I ike the topic, #cust se r v atiegOt bach Yeah - what he said. f-bV\d Y ~ob~t Rfal f: @.c t ion j QI)}O d t 0 see ~ u - be ettcustVlSe r v arnffre\lll{ngrran W're going to launch Q1 r i gh t tot h e h ear t oft he #cust se r v atrerksonO @bvel \til It's been a lotto;JJsfta,erv a ra s o n Pr o rro t egylchardNlt cH iRchatldust serv ahrl\lllrkBernhar~11 o,#e.llIst serv atiegOt bach Thanks .a s o n - ~u' re t o@i§jOlrdRrcRfut esU: ~ egO t bacl10ve ~ur passi on (] eg and #ictusti1m.l7sv. a act ion jay @"oby!\.let cal~egOt baclit has! (lad to see ~u t hi s #cust se r v aHtchardNlt 01 i@erkson(J) nissed I ast week ... but hear t his week's wheel house#cu:s)t serv a Ii1. son Pr 0 rm t e sRI ~ ffr e)lll{ n grra n: W r e go i n 9 t 0 I a u n c h Q1 r i gh t tot ~ the rra t t tlcusPserv aifoby!\.let cal ~ffre)lll{ngrran - (])od service increases (])odvvill, cre a d v 0 cat e s , lowe r s cos t s, i r#Iruscb. $EJ" \S a I e s ara t eNlsser I\1tpassion for cust orrer service is driven byt he basi cust orrer service is crit i ca l seus tbse rsucce s s . atrerksonO @lchardNlt Qllist a tjdust.serv atiegOt bach (]eat to see ~u Rchard. Bee@lcchil1hritl~t 16Il-e1:10 to #cust se r v arnffre)lll{ngrran Q1 Is cust orrer service t he forgot t en bast ard of COlT de pa r t rre rr/tCB§t se tlvust se r v a me ffr e jco t e ~ffre)lll{ngrran being rudel yreninded hat the chall s e r vic e i s a I wa 'f3 a wo r k #<ru~r Sa! e 11 s

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I i~ e gO t b a c H rn sse d I a s t we e k . Vi. s rra kin g a new fi s h #cust se r v a Ii1. son Pr 0 rro t e ~ r k B ern h a r l:Iit Mi r k. (] eat t 0 #.mJs t }S e r v aifoby I'vtt cal f ~ egO t bac@.ct ion i lIlylnk ~u and wei corre gent s! #cust se r v atm egO t bach @l char d Nlt OIer y good r e a s seusf ser v a tru s t Se r v (] e e t re t I @ e ffr e \C 0 1#CIaJ s t s e r v afitchardNlt 01 i~ffre)lll{ngrran A1: lepends on if the persttxrusrtl.S'STiVlg i s the fo r go t ten bas tar d 0 f the co rrp any. a Ii1. son Pr 0 rro t e S;Woby I'vt t ca I WI co rre To t»jcust se r v ani ay i ebs A1: It used to be, but I t hi nk that is changi ng, as are now par t i C#~ t i S1~r v a IB ffr e WI{ n grra n @l c h a r d Nl t 0 ~ i [ gr #0 B$ t S e r v a tm e gO t b a c h ~ ffr e)lll{ n grra n A1: Ice r t a i n I y hop e not - but its eer fai Ito see how it can be con n edlcast tser MI I dept s. atre r kson 0 A1: It's not t hat its fo r go t ten. It #<B.Ist am rout en un shoul d be "baked int 0" ~ur product /service. alf(ell in Hey t her e. Mid e it. About t 0 sear ch fdtcLtstlESEtraYpi c t atovel \W A1 I al wa'f3 cal I cust orrer ser vi ce t he red head ed ba #cust se r v aifoby I'vtt cal f A1 - woul d not sayforgot t en; a bit ignored rrajo e #c an k i c ked down t IlmuscIJ. cs e r v a hrI\Ill r k B ern h a r @II. son Pr 0 rro t e sffiA n i n g, J3. son. e (]) 0 d t 0 see ~ u & be s e #cust se r v ara t eNlsser A1: It is "for got ten" in co rrp a n i es t hat don't get co rrpa n i est hat d#x:lglStt set v atrust Ser v(] e e t+e r t h~t eNlsse@.ct ion j@!ffgl I i r#cust ser v a Ii1. son Pr 0 rro t e s;@Jr go r t b a G:lIlIs s pea kin g the e t t #ruts tl e~. atrust Ser v(] eetRfr~ffr e)lll{ngrran: Q1 Is cust orrer ser vi ce t he for got t e of co rrp a n y de pa r t rrilCClU:St 'Se r v aifobyl'vtt cal f RT~t e ba s s e r At: It is "forgot t en" in corrpanies that is respect ed in co rrpa n i es t#OIilSt slmr ~et it. a ra s o n Pr o rro t esI'UJcel ysaid@ffl e ba s s e r At: It is "forgot t en" in co rrp a n dont get it. It is respect ed i n cO~lStemrtvhat do a tn e e wh '>6 reA 1 #c u s t serge t s fo r go t ten / n e gl e c ted b / c s 0 rra nyc 0 III a sac 0st c e n t e r v s . apr 0 fi tab I epa t h wa y tot he i r ahrl\lllr kBer nharrdet#cust serdtept I\@'"oby I'vtt cal ~1 - woul d not say forgot t en; a bit ignored rrajo e - #cank#cislstlseMlt he i aifoby I'vtt cal f ~t e r-as s e rrs o d eveni#qJ1st serv a tru s t Se r v (] e e t @Ne I I i nf-b w d 0 etE u s t s e rdlr i v e bot tom lin e :) afitchardNlt 01 iA1 (rry s e r i o us answer) It hink if we are honest pe o r rarel yforgot t en. Wet her bast ard ttxrustcBer~ends a If(e I lin ~ust Ser v(] eetTl3an ks ~ust ser v a ra s o n Pr orrot esLU 011 y for got t en when not focused up<#lauSitlimr.,s sad A1: An d fo r co rrp ani e s wh 0 con sid e r ita d epa r t rre n t ani ay iebs ar e al ready behi nd t htlcastlhSerbal I a act ion A1: a I Ito 0 0 ft e nan a ft e r t 0 u gh t , left wi t has cr a j ay level e rrpl ~est ser v #cust serrveeds to be t he hub for a corrpany because iI a ta n e Sut ton cust orrer sat i sfact ion & rroney. It i sn' t t hei r pr i or
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~ust Ser va eetSeerrs like that r ai ses t he quest ion: bot tom I #ausl s e r v a hrI\Ill r k B ern h a r RID @,ct ion i A~: a I Ito 0 0 ft e nan a ft e r t 0 u gh t , left bud ge tan don lye n try I e v Ql:1c u s tTpiIeCD' e s ~ @b)At kin s 0 1$ e r vic e ge n era t e s I 0 ~ I t Y and I e ads fo r a in e ffr e '>C 0 t e o ppt t¢ust se r v aHtchardNlt 01 i@,ct ion j..o¥t to st ir t he pot a bit ... do ~u sugge #cust s e rw t h rror e e xie n s l ve e rrpl o~es? ara t eNlsser RT @Ye I I i r@u s t Se r va e e t Se e rrs I ike t hat r a i s est he Wat is t he bot t trousti sel?v atovel ')ill A 1 la s t t 0 fi nan c e , I a s t t 0 s t a ff, fi r s t t 0 ge t ~ I I bl arred #cust ser v a fi'.u s t Se r va e e t CJJ o d que s t ion - - I t hi n k we' r e ~ I H. i i 019 $$ RT ~ust Ser va eetSeerrs like that r ai ses t he Q Wat is lin E#'Cust ser v armr i e m cl ar ksi t t i ng@vbtai1 ki ns(>ak@ust ser vgr e~t eeady for a gr eat d i s cus s i scust serv atre r kson 0 ~ p RT @,c t ion i A~: a I Ito 0 0 ft e nan aft e r t 0 ugh t , I bud ge tan don lye n try I e v Ql:1c u s tTpiIeCD' e s ~ a roct ion jay @l c h a r d Nl t o II i 0 vet his pot . I\t) s t d e fi nit ely. Fi" 0 n t des e r v e s dan ge r pay fo r wh a t t h~(}'4SIH s EUpt wi t h a IB ffr e WI{ n grm n Q2 'Ny has n 't c u s t 0 rre r s e r vic e t }P i c a I I Y bee nco n sid sign i fi ca n tin fl u e n ce 0 n Dolllstt (5e1t1ui..rs~ 'Se r v a d1. son Pr 0 rro t e sRI @b vel ')ill: A 1 la s t t 0 fi nan c e , I a s t t 0 s t a ff, fi r s t fi r s t t 0 ge t tj1COS"E ese.r. v a fi'.u s t Se r va e e t <M. V e s > RT@-a r i e m c I a r9<i:t tin @v0$ah kin s (>a k a @ust ser vgr ee)t eeady for a gr eat C#CsI(Slisseolll! A1 Yes, w/sorre e xie pt ions. 64t#castiS9lra13 a cost cent e a sa n che z b I\b linkage rmde to show how it dr i ves revenue & pr ( a sn a s hi b Th a n k s F®/I3. r s h a Co I I i glf" eat i n 9 a F€ vie w C}CI e fo r Yo u r Business - qual it yi~$lirlotrt1t p:llt .co/bnbVYqSi #cust se r v a d1. son Pr 0 rro t e g§ta r i e m c I a lGka d ~ u are her e#MJ.s ti ~.e r v aHtchardNlt 01 iA2: You can't cdtC$.listereratcont ribut or to "bot t om unl ess }OU can prove it is a cont ribut or. I\t)st do a hrI\Ill r k B ern h a r hJ1 ~ To 0 0 ft e n fr 0 n t - lin e i s con sid e r e*lc l.ESP e:seat ar b Ie> de pa r t rre n t a rm r i e m c I a r k@l son Pr 0 rro t e stUh xl rn sst h e sed u e t 0 s c h d con fl i c t s gr eat t ~u:s1 ser v @,c t ion j @hc h a r d Nl t tM u s t s e rdte a I s wi a lot & i s the a m e ewuar e wher e al I ideas flow. If not rror@eEiIDptDeitetneedt r ai nee a mffr e\lll{ngrmn @4lr shaCol I iiesr hangi ng@;1trhosofte)€cs in Seat tie ton hope t her e is #Zappc#!i:usl1seey ara t eNlsser la r ge cor p 0 rat ion s wi I I a I wa 'f3 s t r u ggl e t 0 see ita lin e . ~ d t 0 s rm I I biz I a u gh a t t IitIE: usd ESE It vh a tit is a Ifr'e I lin Seerrs like ~u can't get rror e bdltctlstnseliue than aim St r If ~ u he I p ~ u r c us t 0 rre r s gr 0 w the y wi I I a p pre cia t e fr om ~t#cust ser v afBt ar bucker If U h a v e c u s t 0 rre r s, the n c u s t 0 rre r s e r vic e can' t pi a n y hi ng. Unl ess, of cour se, U don't #QB.S1ttSE[Jvt orrer s

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a ra s o n Pr o rro t eg§tarie m cl arVtHywel corne and It ot #clh~a!gele~. ahrl\lllrkBernharRm~t eNlsserlarge corporat ions will al wa'f3 st ruggll c r i tic a Ito bot tom lin e . ~ d t 0 s rra l I biz I a ugh a t #cust se r v a ra s o n Pr o rro t esFU@rMI.rkBernhardl.U): Too oft en front -I ine is conside e xie n d abl e ::#CBst serdtepart ~t serv arrnrie m cl arkRT@lchardNlt oAQi:You cant cOrlmuBEtrseratcont ribut or "bot t om line" unl ess 'yOu can prove it is. I\t)st don #cust se r v atiegOt bach ~t eNlsser(] eat to see 'yOu #EtJs:t.s~)rv ara t eNlsser RT@t arbuckelt:U have cust orners, then cust orner s e r v p I a y sec 0 n d fi d die t 0 a n 'J. h i n g. Un I e s s , U don t wa n #cust se r v a In vel '#J PI2. Wa t c 0 rrp ani e s don' t rea I i 2e i s t hat eve nth 0 u gl n e c e s s a r i I Y b r i n gin rev e n u e - i t c attc us:t r 5 ea iVl I Y k e e ai'avin HendersOOi@t arbuckelt:U have cust orners, then cust orner s e r v p I a y sec 0 n d fi d die t 0 a n 'J. h i n g. Un I e s s ,of co u r s e , U cust orner#&Ust ser v a roct ion jay PI2.: So rnet i rnes the i n fl u e n c e the c - sui t e wa n t s t 0 s sal es-t o-cal I rat i 0, not fact or i ng in #alYs:tdselivre ( aHb)At kinson @lchardNlt OS it hat be#oWls1eserpeopl e are averse to busi ness, or because t he dept or gr oup is an aft er 1 t hi n k? alfr'ell in FOr most cust o#mrgt,seri\S a bot t om I ine. If co rrp a n i e s u n d e r s tan d t hat , the i r bot tom lin e wi I I s u ffe r . a roct ion ay I 0 I (0 n I y be c a use I' m gr u rrp y @lr5ffil gm~ eRiIE I ike i 'yO u can't ge t mo reb 0 t t _uls t ns::e rt vh a n a ta n e Sut ton Cu s t 0 rner s e r vic e i s a i rned a t cur r e n t c u s t 0 rner s, a r al ready capt ur ed t hei r wal let. Bi 2eS don't real i:ie #cust se r v ara t eNlsser RT@yell infer most cust Ql:rcmst,seri\S a bot t om I ine. If corrpanies dont understand that, their bottomlil #cust se r v aHtchardNlt 01 i@b)At kinsorht hink ttoUlg serlveaders don't knowhow1 quant i fy t hei r cont rib to bi z t han do know how. a ra s o n Pr o rro t esFU@Yell infer most cust Ql:rcmst,seri\S a bot t om I ine. If corrpanies dont understand that, their bottomlil #cust se r v a ifo b Y ~ t c a I PI2. - the fa c t hat s e r vic e i s not apr 0 fi t ce n t e r I con t rib ute tot he bot tom lin e -#a III5 t r 500r afi n s c u s t ( ara t eNlsser Businesses t hat bel ieve t hat get t ing newcust orne dis gr u n tie don e sis e a s y - dis r e gaO"ut tt SeEr w a I u e 0 f ani ay iebs PI2.: Because businesses do not val ue t he rei at ions t ran sac t tilausrb 5 e r v am e e wnar e RT@t arbuckelt:U have cust orners, then cust orner s e r v p I a y sec 0 n d fi d die t 0 a n 'J. h i n g. Un I e s s ,of co u r s e , U cust orner#&Ust ser v a roct ion jay @l c h a r d Nl t 0 I Hat 'd d e fi nit ely ben ice. Co u I d he I p r d esi ret 0 get pr o rroscast csetr vof arrnrie m cl ark@3.neSut t olHut what about t he adage "cheaper toke

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t han ge tan e V#<Cl.JSj "§e r v alf(ell in @,ct ion jlalSl't be grurrpy. Wat do ~u need to be #Hal #..bll y~ust serv a tru s t Se r v (] e e t Her t h.n e Sut t c@ a n c h e 2j ® arb u c k:llceu 5 t 5 e r v aifobylVet cal f PI2. cont inued: probl ems happen - howa corrpanydeal s s epa rat est h e be s t fr #00 St hse r 'l st. alm8t r #Cust Ser~houl d be treat ed as a profit cent er - no bus i n e ~u 5 t Se r hts !\Or 0 v e r h e ad - i tis the fo u n d at i ara t eNlsser RT@j ay iebsCQ: Because businesses do not val ue t hi rei at ion s hip aft e r t hfecust arn3"afCt ion a d1. son Pr 0 rnat e sRI @a r i e m c I a @B:n e Su t t 0 IHu t wh a tab 0 ut the a d age " c h e ape r t 0 k e epa c u s t 0 rre r t han tgats t es eTaMf 0 n e " ? a EJB n c h e 2j b PI2. la c k 0 fda t a & c a use - &- e ffe c t rnadel s h a v e h i n d ere ( #cust s e rivi fl uence on bot t om line. aHtchardNlt 01 i@r8t t disagrfl#€ust Ser~houl doni ybe treat ed as a p cent er if it act uall ylS a profit cent er. ftfl'}. hing e armrie m cl arkRT@j ay iebsCQ: Because businesses do not val ue t hi rei at ion shi p aft er t he t ran sact ion <-itcost ses; vny a: atrust Serv(]eetHert he@.er8t#cust serv aHb'fJ: kinson .us t joining t he chat ?Topic: "f-bwcan cust orrer ser : bot t om I #no§t ser v a IB ffr e WI{ n grm n Q3 f-b w doe s t r a i n i n gaffe c tab iii t Y t 0 inc rea s ere vE ups e I #c).Jst se tluust se r v alm8t r @lchardNlt dfl iit is not treat ed as a profit cent er on e#cust ser v @l c h a r d Nl t 000a h - but eve r y s a let hey s a v e fr 0 m be i r alDvel y.u is revenue i sit!custise1"v @Yel I i nfo r n ow, I' d be co 0 I wi #chust seleY ;) a act ion jay ad t hat s 0 rre 0 f the rnas t pro fi tab I e co rrp aifoby IVet cal f I fi n d its wor st in cust orrer#au:srtvSeev alf(ell in Thi nki ng#cust se ras onl ya cost cent er seems so 2005 a rri I I ion s 0 f[l¥ ffi1n't good rei at i onshi ps aft er a transact i on lead transact ions?Think furt her#dulstlrsetrille now a IE. n e Sut ton Ea s i e r t 0 sat i s fy e a c h c us t , t han t @"are ~t rnr ct I ~ e. " c h e ape r t 0 k e epa c u s t 0 rre r t han tgats t es eTaMf 0 n e " ? aHtchardNlt 01 iA3: Training is i rrpo r t ant, but coaching is essent i coach can hel p d r i v#ecUls:tsset \S alDvel y.u A3 (] eat cust orrer ser vi ce keeps peopl e coni ng back, br ands I love because of #lcB~p)S€8!v alf(el lin @,ct ion j ~di ng ~u a vi r t ual beer & al I the Zappc just i ffdust ser v atrust Ser v(] e e t+et lot @!jrlel ion sofll\Wel$St ser v aifobylVet cal f A3 - Training and corrpanycul t ure are ever'}. hing to #cust se r v afBt arbucker Tr a i n i n 9 lin u a t 5 e rflll n c t ion i s a b sol ute lye sse n t i a I training e xio n e n t iall yincrease product ivit y. (])t ani ay iebs A3: Tr ai ni ng used to be about t echnol ogy, now it is co rrrru n i cat ion san d p e 0 pie ski I I s - I t!<ars1 $Ie I\"IW t 0 I i RT @bvel y.u: A3 (] eat cust orrer ser vi ce keeps peopl e I aifoby IVet cal back, I have I eft br ands I love becal#£8sbfselfCYppy CS!

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01 i@bvel ')ill Sure, ~u shoul d consider "saved" revenue. rre ani t 's pro fi t #tcUSltu§Ie.r.v atni errensF€t t iIDi~t eNlsserBusinesses t hat bel ieve t hat get t i n i c u s t 0 rre r s tor e p I ace dis gr u n tie don e sis easy - d i #cust se r v aba r r joe t ers @,ct ion j~11 inheyfol ks! t opidfuostHs'erv atiegOt bach I woul d suggest that awesorre product scan t r urrp av PJ. s 0 rre p c#iatJs t semi gh t not bee n 0 u gh fo r bot tom Ii #cust se r v ata r sIDlHedbor @3,neSut t ocaost s rrnny t i rres as much to at tract a n. ret a i n i n 9 an e x s tin g. JJ s t go 0 d ~ 111 se E vs ens e ! a fit c h a r d Nl t 0 I i @ r 8t tf ~ u t rea t so rre t hi n gas a "p r 0 fi t c en t e r" wh ~ cent er" ~u do the bizno favors (otlctlSteseDvt om I ir a fi'.u s t Se r v (] e e t 93 e sa i d i t - - we' red r ink i @Weklbl i ur@cRTi 0 n i ~ din 9 ~ u a vir t u a I bee r & a I I the Za p p 0 s ~ us ~ EsdH tv 0 j u : a ffil a r r ')8 irk e t t PI2.: #c u s t s e rOlft e n not see n ass up p 0 r tin 9 the bot t 0 t here is no pi ainl yvisibl e linkage to revenue but aifoby IVet cal f Cil.i ni ng cust orrer is easy - ret ai ni#qJJsth5oollrvs har d a ae n d i ei I and @b\At ki nso~?#cust se roa n dr i ve t he bot t om line on b I 0 'NS the i r ni n d. Ff i end lin e s s , fo I low- t h r 0 ugh, e ffi ( e xie ct ed. alBffre)lll{ngrrnn @arr'>Pet erst I ike a hot t oddyright now. 55 degree: I an d i ItIgLJst ser v a ma t el egget t RT@yell inThinkingtmJst se ras onl ya cost cent er see I 2005. a act ion j ay @ a r r '>P t e t saI kin 9 ilboSJtt s e rile I pin 9 the e bot tom lin e a tn ve l y.u @l c h a r d Nl t c#1 t:I ~ tit t a k e s a wa. y fr 0 m pro fi t i f the y sl i pper y I i n#reust ;s-~r v afitchardNlt 01 i@3,r s IDlf-ed b 0 r It's n ice t 0 say a c qui sit ion cos t s a I wa. ret ent ion cost s, but it#CBSJ setrvnot true. ara t eNlsser We n s t 0 c k hoi d e r s let #CFD k now the y car e abo u t c u ~ as well as earnings/st ock price - ~u vlidustssm-t he @,ct ion j }8¥! cust orrer ret ent i on of QmustES.erl\t J3.y a ba r r oe t ers RT @ ate I e gge lRTl@YeI lin Th ink i n gtmJs t s e ras 0 n I y a cos t a rn ay iebs ce n t e r see ITS s o#~O§f5.se r v a ni I I ion s 0 f!1¥ efSr @Ye I lin Th ink i n gtmJs t s e ras 0 n I y a cos t c e n t e r see I 2005. a rm r i e m c I a r kRT @j a y i e b sT:ra i n i n 9 i s co ITTT'& p e 0 pie ski I I s - I ear n «t eaching to list ening is as hard as having biz see #cust se r v a ta r s Bt-e d b o r ~ffre)lll{ngrrnn A3:#Cust Ser~houl dn't be approached pr as a x s e l l /upsell opp. - irrit at ing to cust who j I w/current! a tra r r vie t ers ~ffre\lll{ngrrnn good to see#oustrslerv aifobylVet cal f ~t eNlsserThat will be t Weust1a,eF)/ a klr 8t r @l c h a r d Nl t M' ei n ~ u t rea t ~ u r c u s t 0 rre r a d v 0 cat e s "overhead", ~u do no favors for t#oBsbcstet'l>m line. a IB ffr e)lll{ n grrn n @l c h a r d Nl t o I via n d e r wh a t the rat i 0 is? Pc qui sit ion ret ent i on cost #neVICust orrer s. lepencfl«mst se r vn d us t a fi'.u s t Se r v (] e e t re t lot @em rer \p e t E@ffir s IDlHe b 0 r @9'n d i Ei I a n ctlcu s t s e r v d

afitchardNlt

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01 i~1 errensF€t t l'ore worked in corrpanies where it cost tor eta inc u s t 0 rre r s t #aJs t CB:JllUW r e. ahrl\lllrkBernhar@tt eNlsser ... or st akehol ders in pri#<als~smn1l>anies a tra r r vie t ers ~ust Ser va eetSenor ~cust ser v atiegOt bach @arr\pet e+esl l 0 BarryI am onl yseeing ~u these d: #foursquare - Nce t 0#&8st}Setv a in e ffr e \C 0 t e @lchardNlt @ot ion irIWpreference is showing career on c e the yea r nth e irs t rip e s. Th e t ric i4tcius tfCElelr<Ywin ~ a ta r s Bt-e d b o r @lchardNlt ct-..bt al wa'f3, but oft en. l{Jow t he I ine, a t 0 wal kit. F€peat bi z refer r atlC$.IsrtaS<.EB'" for it. 'liP afitchardNlt 01 i@r8t t didn't sayt 0 treat t hem I ike overhead. fr 0 m not t rea tin 9 the mas p rttxfus t ~ atr at 0 r s a act ion jay ~ ffr e)lll{ n grrn n @l c h a r d Nl t adl ifi nit ely d e pen d son e i n d u: Cabl e-co took a huge hi twit h di scount #ctmt SlmlVWcu~ a ae n d i e i l and @b)At ki nsorltead a scar y st utjqustuseri'f) t r urrped by ease of use in cust orrer I 0~1 t Y. alBffre)lll{ngrrnn @lchardNlt Ql)iit can al so depend on product as wei ret a ina ge c u s t 0 rre r #6lSStv see .v aifoby IVet cal f ~ ffr e)lll{ n grrn n a s ~ u k now fr 0 m the res tau ran t biz d the m I e a v e a n gr 1, ~ u rra y not ha v e h e c han c e t 0 ge #cust se r v ani ay iebs Cbservat ittxrust s e rbs not onl ypeopl e sit t ing at des phones and errnil s, think e xie r i e n ce s ar#Cust se r vi n d aba r r joe t ers ~egOt bacH dont sit st ill long enuf to have a goe gl ad t 0 be her e t on i ght #ciiStuseqlVar e alBffre)lll{ngrrnn @"obylVet calWrd#cust serv a fit c h a r d Nl t 0 I i~ ffr e)lll{ n grrn n So rra n y v a ria b I est 0 a c qui sit ion vs r E debat e. That's why I cr i nge at gener al i zat ions #ne\J #cust se r v atiegOt bach I agree - 3 cheers for #foll@w-ftrl::HplDLiQIRchardNlt 01 i @.ct ion j tropst se r v a roct ion jay @ e ffr e '>C 0 t@l c h a r d Nl t 0 I Hat's n ice too. A lot 0 f Pe 0 p #cust s e ran d rrove up/ out fr om t her e a ffil a r r ')8 irk e t t @ at e n ass t:l r s h 0 u I d n 't h a vet 0 co rre fr 0 m s t 0 c k hoi d be c au s e 0 the r s s h 0 u Ids how CEO i rrp a lilt u s>tf ~KIMl/ n 0 bot t om line. atiegOt bach @arr\pet eO~at t 0 se~lJSlb.serv aifoby IVet cal f I\b rra t t er t he qual it yof t he product, wit hout an I ~u are d o o raeast serv alBffre)lll{ngrrnn @arr'>Qet eAnid ~t#bust serv aHb'fJ: kinson @VndiEiI andl\bt surprising ... but ea~Ga.lstfse;levis a concept. Mike it easy on t he peeps! abT\8.ncarguy RT@r8t @chardNlt cWEin ~u t reat ~ur cust orrer adv as "overhead", ~u do no favors for tlCDst tm!I:rv om line ara t eNlsser @tendieil a~t surprised. If a product is real I yt ou wo n 't bel 0 ~ I n 0 rra t t e rho w troLmt €~Iitv are. a IB ffr e WI{ n grrn n Q1. 10e s e ffe c t i ve c us t 0 rre r s e r vic e inc rea s ere ten t i ( I i fet i rre val ue of t he#cust se1lUlYst ser v afitchardNlt 01 i@;lrsIDU-edbor I woul d wager a lot of rroneyt hat rrost have no idea what their co rrp a n y s acqtJIC9.istiservost

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Serv(]eetRfr~ffre'}(.l{ngrrnn: Q1. ICes effect ive cust orrer service ir ret en t ion, I 0 ~ I t Y and life t i rre va Wces b rhe c u s t 0 a nj a y i e b s Cu s t 0 rre r s e r vic eta k e son a wh 0 len e w rre ani n 9 wh e n a ser vi ce, easi er en xi tot #mJsttosetrG7m line atjegOt bach @Barr')8irk~etat to s e e oou BarrY. II ove sharing st }O u fo r#cust se r v aifoby IVet cal f A4 ~s, ~s, jroust serv a tra r r vie t ers RT@j ay l e b Cu s t orrer service takes on a whol e new I when t he product is a service, easier en xi tot he #cust se r v a OlIVa t e rho use @j a y i e b ~o u I d n' t a gr e e wl}O u ITO r e. Ws h ITO r e co rrp a n under st ood t he "e>per i ence" par t of it al I. IDsney #cust se r v a Kt t e Nl sse r @j a y i e b In t ere s tin 9 t h o#.KgIJs 8:e1 v t alBrsIDlHedbor At icked off cust is not onl yan e x cus t , but al so a co rrpe tit #>C"UBtse r v a tn ve l \til Wot e a scat hing bl og post about a rest aurant the cust orrer ser vi ce .. sen@"oitty rtled> dalh@eifr e'}(.l{ngrrnn #cust se r v ajneffr e co t e @,ct ion j@.ttchardna#C<D.Ilst serlveader sneed to under st t hat let tin 9 the be s t 'fl Y h e Ips t 0 inc rea s e i n fl aifoby IVet cal f A4 - pr obi errs happen, it is how they ar e deal twit t c u s t 0 rre r s I 0 ~ I (a ntth USEt t sen IV) atrust Ser v(] e e t+et lot ~'it'e er ho us scust ser v atrar r \pet er s @bvel \til did they r et ai n #f!il..Stu§er v a IB r s IDlHe b 0 r d @l c h a r d Nl t Qd) ti s 0 f i rrp 0 r tan t bus i n e s s rre t ric s are n so rre a sur e an c#caJ(Stt .5 e r v arrpace101 @lchardNlt @3.rsIDlHedbor how ca nseus t serlveader know the i r c us t 's pro fi tab iii t Y wi 0 k n 0 wi n 9 a c q. cos t s aifoby IVet cal @bvel ')ill hope they r esp#cu:B::I:dser v arrar i e m cl ar kRT @"oby IVet cal fM. - pr obi errs happen, it is how they ( wi t h that rra k e s cust orrer s I o~uS:taselr y et ur n) atrust Ser v(] eetHe@pace101 #cust ser v ara t eNlsser RT@3.rsIDlHedbor:At icked off cust is not onl yan e)fCI a n a d v 0 cat e fo r }O u r co rrp e tit ttDus.t $ e iHAA VO a tj e gO t b a c h ~ ffr e WI{ n grrn nit can - but I rra i n t a i n i f }O u' rea I wa 'f3 co rrp ens at i n 9 fo r poor pro d u c t s, it' s not e n 0 ugh I 0 s tel faust se r v affilarr\8irket t @r ego r t b a <:Sa rre her e, (] e g! f-b pet her est 0 f }O u r d a ~ #cust se r v aklha n n a aj RT @Ye I lin Th ink i n gtmJs t 5 e ras 0 n I y a cos t c e n t e r see I 2005. @arr\pet eirffieydidn't acknovvl edge it, I have never' a tn ve l \til and nevertNlliLlslt!serv aHtchardNlt 01 i@r \8. n car gu ~ 0 d poi n t Ye t wo n d e r i f ret en t ion i : t he paper cl i p b*i.rse$l!.r v afBt ar bucker It's pro v e nth a t the high e r the I\e t Pr 0 ITO t e r E'c 0 r I #cust s e rne a s ur errent ), t he bet t er t he ret ent i on ~ val ue. alfr'ell in Ah h . I rn sse d h a 1ft his c hat be c a use fr i end c a I led w

atrust

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and not about rre. wheVlfcuS1asiertvo aifobylVet cal f RT~t eNlsserRr@3.rsIDIHedbor:At icked off cust is not a n e )f c u s t , but a Iso a n a d v 0 cat e fo r ~ u r co rrp e tit ( #cust se r v aba r r joe t ers ~t eNlsserhi~ M>. Nlss#cusJ serr#cust serv alDrt ch01IT RT@,onst ell at toTIlD~rrows #C~@:in:st ell at ionFG anaI ~ r t c h 01 IT dis c u sse s 01 lin e 6p e r i e n c e QJ t i rn za t 10/19 10am Fifcust se rscus t eo #socbi z atrar r \pet er s @bvel \ill case closed or#cAJSt. s.er v a lire n die i I and @b \At kin s 0 ~r e e d. I' I I ge t the r e fe r e n c e fo r n e >4: t hat ~ u co u I d gi v#ecId:S tu eI ~ d s til I wi n! Lgh . aifshor es RT @"oby IVet cal fM. - pr obi ems happen, it is how they ( wi t h that rrakes cust orrer s I o~uS:taselr y et ur n) a IB r s IDIHe b 0 r d A4 Ie fi nit ely can be. Cu s t wh 0 ask s fo r s e r vic e i s gi v to rrake it right, and tor i se abc#east se r eo rrpe t it i a Kt t e Nl sse r @a r r '>P t e fliS)8. Bar #qt.Js t s e r v e arnffre)lll{ngrran GO In ~ur opinion, what is t hMcBSIb~e::r~tdxr to i ncr ease pr Mfillls~?setl67ust ser v atrust Ser v(] eet@l" ar buck~r ee on I\PS - good ttelbsti ser v a fit c h a r d Nl t 0 I i@3.r s IDIf-e b 0 r If ~ urrea sur e ita d n d fo c u son it, ~ u wi I t he per for rrance of t 1#al:1.Istrstnl"'ic aifoby IVet cal f @shor esThan k ~u for t he RT si r#bUSltes:9"rsv atm egO t bach @Yel I i nYou' r e cal lis i rrpo r t ant torre, however I'm s t rat e gi e1tc ust s e r v aawat er house @'ust Ser v(] eetrerFbyl I'm just I ur k#m.g;1asertuloli s eve n i n g. Su c h a gr eat c hat :) a Ifr'e I lin @ar r '>Pet e@.~t ion i a1Nhat beer has #cDsttlmj"tv a nr '>6ncar guy A4 wi t hout tkC[]st s e rna r gi ns decr ease and I 0~1 t yeva a act ion j ay @Yel I i nrreanwhi I e I've got a par akeet try ng t 0 cl in co I I a r 0 f ny s hi r t . Hmnm #d#elllsrt as:e ri\O n s @?ffr e\lll{ngrran A4 YES! Wat does#tL.ts:t se rter um have to a in e ffr e \C 0 t e say abo u t ret e n t ion pro gr a ms ? @ ar buck e'e t Pr orrot er Scor e is good along wi t h ot ani ay iebs not pr oven in i#.cGlJ1s13.tsell 111 a tru s t Se r v (] e e t Rfr@?ffr e'}(.l{ n grra n: GO In ~ u r 0 pin ion, wh at i s the [b i 9! si ngl e fal/ltllB"t se roa n do t 0 i ncr eas#eclfStosEtrsi? a Ifr'e I lin Hi I ar ous. Shouda sa@! e!QO tRfact@Yel I i nYou' r e cal is i rrp 0 r tan t t 0 rre, howe v e r I' m cur r en t I Y 0 ffe r i n 9 s t r #cust se r v is how a nr \8.ncar guy agreed! @Toby IVet cal fM. - probl ems happen, it r et u r deal twit h that rrakes cust orrer s#lc[]~ls~B.llld I atm.t chlDiverM<t@P\At k i n s o fn ~u think owners have forgot t en what c us t 0 rre r i s t h u s I e ad i n 9 t 0 bfmiJ s:i )JSa!rr~ n c e ? i a tn ve l \ill PO Tr ai n & suppor t t hei r#dcstlset vne!!! alBrsIDIHedbor @lchardNlt ~tol ut el y- just I ike count ing calorie cappi ng them .us t bei ng awar e leads t#ousUpJEU\i\errent alfr'ell in #AIIEust ser v R@,ct ion i @¥el I i nrreanwhi I e I've got a parakeet t r y n q to cl irrb down t he coil ar of nyshir #d i st r actscoas ser v atrust Serv(]eetf-et lot @errpncarguttcust serv

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@Yell inThere's a great book wit h a#GliIs1lsaerrvt it Ie @Yell i@,ct ion irEWfirm does S. African Br#eu$L1serev) not so i rrpt tot hem IM-O arro ace tn i @?ffre\lll{ngrnan "effect i#.all'st se rne t ains at "rreet s e xie ct at ion" st andards (re: I 0~1 t 1, ret ent ion, El arrill ionsof!1¥ eBc t rue. A sol e I\PS focus i@j?ac;riye~ arbucker I\PS is good along wi t h ot her rreasur es, not pr oven i #cust se r v aifoby IVet cal f @r'>6ncarguyrhank }ONlcust serv ahrl\lllrkBernharRm@Yell i:nHil arous. Shouda sc@ei!:P".t micl@Yell in You're call isirrportant torre, however I'mcurrenl s t rat e gi e1tc ust s e r v alfr'ell in ~egOt bacH hear t he writ er is kind of spacysorret #cust se r v a nr '>6ncar guy Ha! RT~egOt bacl@Yell inYou' re call is i rrpo r t ant tc however I'm cur rent I y offer i ng .tus:ttSEgi~s on aHtchardNlt 01 iA5: The singl e rrost irrpa~ufSlt sekiargdo to irrprove pro fi t s rri gh t bet 0 i rrp r 0 ve bra n d con sis ten c y a tra r r vie t ers WchardNlt olhbl a s#~tSTSIHI arnarie m cl ark@.ct ion i .a yiav e t he parakeet sit on }Our rroose ant #cust se r v aHtchardNlt 01 i@arr\pet efm)d to see ~ERV a IE. r s IDlHe b 0 r d @? ffr e WI{ n grna n A5 : Pr 0 v ide ins i gh t s tor est 0 for gas pr od uct / ser vi ce 81llirst ser v atiegOt bach lQ..but she report edl yput s her @B(ehtlisnjst ;) RT ~ egO t bacH hear t he wr iter is ki nd of spacy sorret i #cust se r v atrust Serv(]eet6eell ent >@ichardNlt oA\5i:: The singl e rrost i rrp a ct ful #cust s e roa n dot 0 i rrpr ove pr ofi t s rri ght be t 0 i rrpr a co n sis ten cy arrike nunes RTWchardNlt c@ljr:sIDlHedbor If}Ou rreasure it and focus it, }Ou wi I I i rrpr ove t he per for rna~sddste"u.t rret ric ani ay i ebs A5: Lhder st and t he needs of t he cust orrer, t he per end 0 f the ph 0 n e and rre etc uIs 11 eserr ~e d aHt char d Nlt 01 i@3.r sIDlHed bor Best way t 0 i rrpr ove qual it y. .. rreasur e t 0 i rrp r 0 v e pro fi t s ... rre#m..t.s"tese rhe m arrill ionsof!1¥ efSrWchardNlt oA\5i:: The singl e rrost irrpC#CllSdlsertving can dot 0 i rrp r 0 v e pro fi t s rri gh t bet 0 i rrp r 0 v e bra n I a tru s t Se r v (] e e t re t I @i ken u netic u s t s e r v alfr'el lin #cust ser&t BI ue 1Vb0n fo@aner.)pet e@.$;t ion jay atrar r \pet er s @i I I i o n s o frnl teet al I y agr ee on I\PS. doesnt al wa'f3 co cSAT #cust se r v ati egO t bach @r\8.ncargu}Nce to see }Ou#BUI¥rserv ara t eNlsser IVbst i rrp o r t ant t hingt 0 do -- I ist en and becorre t cust orrer' s voi ceo Int egr at e w/sal eticlaSlldsemvr ket i n~ aifoby IVet cal A5 - c rea tin 9 I 0 ~ I t Y & a wa r e n e s s fo r }Ou r pro d u c t 0 #cust se r v aim ali errel St 0 Ppin gin t 0 sfrol.l 51th 8 e roo a tis a I I abo u t . He I I 0 e a Ifr'e I lin ~ egO t b a c It(o u' r e c r a c kin 9 rre up. Th a n k s nee de d the #cust se r v

atiegOt bach a tra r r vie t ers

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@a r i e m c I a rl ~ u s tie a r n t ton i gh t t hat dee r I elk I ( gr 0 un d) are s u pe rio r t 0 BtAd<l.is1gs~w::I e r atrar r 'Pet er s @Yel I i @,ct ion j }6~r enj oy ng one now or ~u enj oy t #cust se1 v ani ay i ebs PO: Irrpact shoul d be rreasur ed on e cusWm..rs::trse.t vat i atrust Ser v(] eet@r ali errelHi t her e - we' red i sclil&asrb g;tIMul:ltn dot 0 hel p t he bot t oml ine. a sa n che z b Incr easi ng errphasi s on #cx val ue chai n' s i rrpr t nce rra r en ewed e rrpha s sscust se rro ar t of that chai n). a bY \8.n car gu y PO ina #wo r d 0 frro U t h ITO r p h edt 0 a #wo r d 0 flVbuse wo r I is an #i nfl uencer Tappi ng t hc#Cust ~ri'Cel ess affilarr\8irket t@ichardnalP@"leie ... 1 o o k eeust ese rl e a defining feat ure t he brand, such as at - oh what's that "Z" co rrp a n y ahrl\lllr kBer nharRm@.t eNlsserlVbst i rrp o r t ant t hi ng to do: list en a con d u ito f the c u s t 0 rre r 's v 0 ice. In t e gr ate wi s a I e s #cust se r v atiegOt bach hl'}. irre;) #nodrarra~IRlri~egOt b aclvo ur e cracking rre up. Thanks ne~sttsell.tv. aifshores #cust serAf5 Wrked at call cent er t hat was cont rac c 0 rrp any s Cu s t s e r v. Ii k ere n t a I pro per t y, con t r act cost. aba r r joe t ers @Barr')8irket~nl#cl1st serv arro ace tn i GO: St rive to F€fill ticilstiSemel a lire n d ')t e r we I p RT @t arb u c kelt :' s pro v e nth e high e r the I\e t Pr 0 ITO t E #cust s e rne a s ur errent ), t he bet t er t he ret ent i on ~ val ue. @lust Ser v(] eetHet 10 Fby, I at e try ng t 0 qui ckl y cat c arrike nunes #cust se r v alfr'ell in l\ewfav quot e: F€rrerrber to al wa'f3 be ~ursel f, unl e s: ..b s s We den. 10est hat ilpps ty SOO"OK the bot tom lin e ' a rm r i e m c I ark@? ffr e WI{ n grm n But dot hey add e >4: r a fl a v 0 r? per hap: un de r ton e? #r a#cllIB11 se r v a 1m ali e rre I PO: Eflga ge . As k que s t ion s & ask fo r the 0 r d e r! RT " @? ffr e y.K n grra n: the sin gl (j:c~ m- rae. n dot 0 inc rea s E profittBftlst serv aifobylVet cal f (]eat#cust s e rbs I ike great sal es: not just discount - list en to and r espect ~<wstcse1rYDrrer s. afBt arbucker .@ill ionsofrr@ltSly iebs,AQree, I\PS not in isol at ion, c e r t a i n I y up the r e n ear the top i r#cus t sec vi rrp 0 r t a aiBrsIDlHedbor Wat' s a corrpanywhose cust orrer service ~u love? St emul at e what t hey#<rusftoseg.v abY\8.ncarguy Yes! R@"obylVet cal V6 - creat ing 0~1 t y& awareness product or kus1dserv aHb'fJ: kinson @lat chIDiverMd3cgre have, It hink. hld ~t -t heyare CI el sewher e. l\eed t 0 vi ew t hei r own bi z t he sarre way, #cust se r v arrike nunes @Yel I inVer y much so, #peopl#east l ses v alfr'ell in Eflj oy ng one no@1B'f r \pet er ~ur enj o y ng one now or 'j enj oy t nelilst se1 v aiBneSut t on @? ffr e WI{ n grm n Bra n dad v 0 c a c y, rep eat c u s t 0 rre r s com

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#cust s e ran d WVIrecomrendat ions are best. 2011-10-19 1:31 ara t eNlsser 1D0p t he ridiculous idea that cust orrer e xie r i e n ce service are different. Gt rid #Mu5l1sectaYpt silos. 2011-10-19 1:31 affilarr\8irket t IDdn't think I was leaving rruch gap t c@brrircl\getteITe:e! @Barr')8irket~nl#cl1st serv 2011 - 10 - 19 1: 31 a tj e gO t b a c h # flrre x & # le )US RT@3. s IDU-e d b 0 r : Wa t sac r 0 rrp any wh 0 s e cust orrer ser vi ce ~u love? St udy and e rrul at e what #cust se r v 2011-10-191:31 a act ion jay leposit ed rry a n t sybit eybird back in her cage. Wat abo ut now? #d i s t rtmltst areS'"v 2011 - 10 - 19 1: 31 a 00 r r \p e t e r s @ arb u c k ere pen d s how its ask e d. can be i edt 0 cu #cust se r v 2011-10-191:32 arnffre\lll{ngrran Q3 If}Ou don't think cust orrer service can drive inc lin e, why r#otlS!t setlvust ser v 2011-10-191:32 a tra r r vie t ers RT~t eNlsserlDop t he ridiculous idea that cust orre and c u s t 0 rre r s e r vic ear e d i ffe r e n t . G t rid 0 f the #cust se r v 2011-10-19 1:32 aHtchardNlt 01 i@3.neSut t oWVIrecomrendat ions are nice, but unt il tho s ere fe r r a I sac t u a I I Y res u I tin biz I wo u I d n' t s #cust se r v 2011-10-191:32 arrike nunes +1RT~t eNlsserlDop t he ridiculous idea that cust or e >pe r i e n c e and c u s t 0 rre r s e r vic ear e d i ffe r e n t . G t si I oticust ser v 2011-10-191:32 a tn ve l \til RT~t eNlsserlDop t he ridiculous idea that cust orre and c u s t 0 rre r s e r vic ear e d i ffe r e n t . G t rid 0 f the #cust se r v 2011-10-191:32 alfr'ell in Are n sis ~t eNlsserWen st ockhol ders let #CEOknoV\ care abottdust se ras well as earnings/st ock price - 'JC change. 2011-10-191:32 a ta r s Bt-e d b o r ~egOt bacH-lave e xie r i e n ce d #flrrex, not #1e)Us ... ~t #cust se r v 2011-10-19 1:33 aHtchardNlt 01 i~t eNlsserSorry, but It hink ~u are wrong. Cust orre design is ent ire cust orrer I l fe cjcl e#cuDts¢rUl6t servi 2011-10-19 1:33 atjegOt bach I\1tnew tat t o~tRfNlsserlDop idea that cust orrer e>pE and c u s t 0 rre r s e r vic ear e d i ffe r e n t . G t rid 0 f the #cust se r v 2011-10-191:33 ani ay iebs ~t eNlsserlnt erest ing ~t e, IM-OCXis bigger than CS inc Iud e s ITO r e co rrp 0 n e n t s, I ike the t a s teo f the f( #cust se r v 2011-10-19 1:33 aifoby IVet cal f A6 - because ~u have a product t hat is not s e r vi ce corrpany, facebcti(Elist serv 2011-10-191:33 atjegOt bach Perhaps purchase 1 using #Arn:@3.r;$lBIRIedbor: ~ egO t bacH-lave e xie r i enced #flrrex, not #1e)Us ... ~t . #cust se r v 2011-10-19 1:33 arnffre\lll{ngrran Q3? If ~u don't think cust orrer service can drive l n: lin e, why r#otlS!t setlvust ser v 2011-10-191:34 alilicTIung RT@j ay i e b su : It used to be, but It hink t hat is ( depar t rrent s ar e now p<#rcl.lsti~vi ng 2011-10-19 1:34 ahrl\lllrkBernhar@iegOt bacl1\eW#cust sertvat too? IDes t hat go n e x to #coffeecr ew on e?

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A6: In t he scenario where t he product or service is rre e tin 9 e xie ct at ion s (#cltuist ksEfJI\x) atrust Ser va eetRfr~ffr e'}(.l{ngrrnn: GO? If ~u don't t hi nk cust orrer ser v drive increases to bot t om#icuse,seNl1Wnot? afIDcial Vir I dBum-@j ay ieb~: lrrpa ct shoul d be rreasured one cust 0 t i rrscust se r v alfr'el lin @i ke nun es y.,tp #peopl e#lculst ser v alfr'el lin @j ay i ebWvi n 9 at ~(Wst ser v atm egO t bach Yes - pe r haps a #CR:od e t c@rtvtud<BlWr n har d t ~ egO t bacl1\eW#cust sertvat too? IDes t hat go n e x t 0 #coffeecr ew or#egst ser v aHtchardNlt 01 iA6: If ~u don't#dulstnSeraan increase bot t om line the eit her t hink ~u don't need it, or it's al readype a tra r r vie t ers @j ay iet@,at e n a s s sce x t 0 rre is based on the int ere t he brand. depends on 'service' in t he brand's po : #cust se r v aMlrcio Sait 0 (])od eveni#l<g..lst se.nSorrycannot part icipat e tonight aifobylVet cal f A6 - ~u rrnywork for the governrrent - how rruch serve .@ the po s t 0 ffi ce (/Icu§)4/'Se r v adleepcell 0 RT ~ffr e\(.Kngrrnn: #cust ser \St at e of 0 egon rep. She a c a I led rre b a c k be c a use she not ice d s 0 rre t h i n g. ani ay iebs RT@yell inWving at ~(Wst serWving back Eml 'I a IB r s IDlHe b 0 r d ~ ffr e WI{ n grrn n A6 : 10e sin s 0 rre 0 r gs, s 0 wh Y not i not fai I ur e? Cui t ur e fai I ur e? Pr od uct #<ru:s"tvsel! vfai I ur e? aHb)At kinson @tt'ndiEiI anc01 ~ah--I ot s of corrpanies succeed wit h j service. Sorret irres price, sorret irres it e m e cl usivit #cust se r v a act ion jay A5: Wat i f ~u' ret 00 bi 9 t 0 fai I , or t htlCDSltl'Eglllre i aba r r joe t ers @Mu ci 0 Sai t nd t e Mi#clilst ser v aHtchardNlt 01 i@II e rre n s F€ t t #c u s t s e ri \S per hap s the ITOs t vis i b I e co of e xie r i e n ce , but cert ainl ynot the onl ycorrponent alfr'ell in Ye s . R@$ t e Nl sse r I\,t) s t i rrp 0 r tan t t hi n 9 t 0 do: lis t E condui t of cust orrer' s voi ceo Int egr at e 9I1,tgat es:er8t rra arrnrie m cl arkRT@"obylVet cal fA6 - ~u rrnywork for the governrrent < don't have a bot t om line, they just r ai se revenue #cust se r v a act ion jay @4lrcio Saitvell hey the res t ran ge r :) t han k s fo r t #cust se r v aHtchardNlt 01 i@,ct ion j la~ess ~u don' t#cDsecSertvhen! atrust Ser va e e t Ose e t i ngs and we@oaeensF€t Ulmtst ser v atni errensF€t t i8d>1t rue!@ifchardNlt <#icust s e rbs perhaps the ITOSt visi corrponent of e xie r i e n ce , but cert ainl ynot the onl a nr '>6ncar guy ~u' II be niss@il,rRfio Sait @>:od eveni#lcgst se.r\Sorry can not par tic i pat e ton i gh t . alfr'ellin A5: IDn't be rrean. To an~r#euslitserv aifoby IVet cal f @Brie m cl arrlil.ght (unfort t#KtBstesEWv alBneSut t on @l char d Nlt cWM i s pr oven t 0 be t he ITOSt rei i abl e, . rra r k e tin 9 rre tho d t 0 ge t b IiIc us e ~ rflV 0 m arrar i e m cl ar kf\.bt hi ng is lit 00 bi 9 @.CEtfcibln" jAl!y.: 'Nat i f ~ur e too bi t 0 fai #6\.1st ser v

ay iebs

2011 - 10 - 19 1: 37 a tru s t Se r v (] e e t E'e e ~ u s 0 @iI. r c i 0 Sa i 1#CCllI s e r v st 2011-10-191:37 aifobyl"vtt cal f RT@Brie mcl ari'lb:t hing is lit 00 big@.otfaolh"i~: Wat i f ~ur e t 00 bi g#tclCJ)s1fasel'?v 2011-10-191:37 aHtchardNlt 01 i@3,neSut t ojs WIVIscal abl e for all bii?#d1a5tdsE¥r.v. .. 2011-10-191:37 ahrl\lllrkBernhar@iegOt bactWll, if ~u put the #CR:ode tat t 00 on 'f. ~u' I I i ncr ease t he er r or r a1#euslilesert;rtofmEOOf ew 2011-10-191:38 a me ffr e co t e RT@egOt bach#Arrex& #l.e)Us R@BrsIDlHedbor:Wat sa corrpany whose cust orrer ser vi ce ~u love? St udy and e f he y e d o#o~t ser v 2011-10-19 1:38 a tn ve l \til 0 too srrall to @1lrtiernRCl ari'lb:t hing is lit 00 big t I RT @,ct ion i~: Wat i f ~ur e t 00 bi~tJst SEir1V? 2011-10-19 1:38 a tra r r vie t ers @3,neSut t c@ichardnatWlAst rengt h was buil t during w not s 0 rnuc h b Qltrus::l:. s e r v 2011-10-191:38 arnffre\lll{ngrran Olls t here disconnect bet ween C-Suit e and cust OITE depar t rrent rranager s on abi lit y to ttbuis\teseov t om Ii #cust se r v 2011-10-191:38 arrike nunes A6) Siri and the iPhone 4S I wasn't going to get the #cust s e rpr oduct is t e rrpt i ng ... shoul d I hoi d out un 2011-10-19 1:39 atiegOt bach CI assi@!rl\/llrkBernhar(ftust serocoffeecrfl#m.ust serv 2011-10-191:39 alfr'ell in ~egOt bacHO silos work on farrrs?Cuzt heysure aren in cor p wor I d. #j ust#0'OstI serrwg 2011-10-191:39 atrust Serv(]eetRfr@?ffre\lJl{ngrran: Olls t hr disconnect between C-Suit cust orrer service depart rrent rranagers on abil it y2 #cust se r v 2011-10-191:39 aHtchardNlt 01 i@?ffre\lll{ngrran A7: Yes ... and I wrot e a bl og about it #cust se tlvust se r v 2011-10-191:39 atni errensF€t t icllnat was a cent ral finding of IBMstWctfJattd'l'1tltnC!Dlti.: R @3,neSut t ojs WIVIscal abl e for al I bi i?#d1a5tdsE¥r.v. .. 2011-10-191:39 aDT \8.ncar guy RT@lchardNlt c@'i:errensF€t t#cilst s e rbs perhaps the rrost visibl e corrponent of e xie r i e n ce , but cert ainl corrponent. 2011-10-19 1:39 a act ion ay @bvel \til @Brie m cl ank cecust serv 2011-10-191:39 alfr'ell in ~egOt baci'Wat if tat 00 art ist nisspell ed sorret hi what. .us t wondtmuistgserv 2011-10-191:40 aHtchardNlt 01 i@arr\pet e@BmeSut t onlVake ~u a deal. You buil d ~ur co rrp any 0 n WIVIand I' I Ius e e rra i I rra r k e tin g... r ace ~ #cust se r v 2011-10-191:40 aifshores #cust serM lOesn't rra t er when cust orrers have no 0 ( 0 r t hi n k the y don't ). I"vt t r 0 (s u bwa ~, Su r ge r 1, E R , EI ect r i ci t Y 2011-10-191:40 a ta n e Sut t on @lchardNlt ct-..bibut for not consurrer businesses B2C effect i '#eust ser v 2011-10-191:40 a act ion jay ~I errensF€t t latuppose ~u'll hit dirrinishing ret urn t i rre ~ u' rea h 0 use h dlC<IIJstlCSIBJ v 2011 - 10 - 19 1: 40 a DT \8. n car gu y RT @l c h a r d Nl t c@3 ffr e '}(.I{ n grra n A7: Ye s. . . and I wr 0 tea abo ut i Wdust )se tluust se r v 2011-10-19 1:40 atrust Serv(]eetCEeet in@shoreSf:cust serv 2011-10-191:40 arrike nunes RT@?ffre\lJl{ngrran: Olls t here disconnect between C-S c u s t 0 rre r s e r vic e d epa r t rra r t rrgr son a b iii t Y t 0 d r i #cust se r v

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01 i@3.n e Sut t olm may bee

ffe c t i v e , 'yet

not

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co n t r 0 I I ttclDJls~ )se r v If ~ u i n t e gr ate c us t 0 rre r s e r vic e wi t h c us t 0 rre r e >p e I e a d e r s wi I I rro rei ike I y see the mas ttm.ist i Sli!I.~ v B r e aifoby!\.let cal A? - the d i ffe r e n c e i s the pro >4 rri t Y tot h e c u s t 0 rre r cal I or a n a l ys t he sp#elalSisseev ? atjegOt bach .us t get t he CR cod e r 001.1 i:r@iF!gO t baci'Wat if tat 0 0 art i s t ni ssp e I led s 0 rre t h i n g? I\b t sur e wh a t #cust se r v a nr '>6ncar guy Ha ! RT@YeI I i ~ egO t b a c HO s i los wo r k 0 n fa r ITS? CUz t ~ sur ear en' the a I thy inc 0 r p wo r I ftC.ustj SIS t WIfO n d e r i n 9 arrike nunes RT @"o by !\.Ie t c a I fA? - the d i ffe r en c e i s the pro >4 ni t Y t ( cust orrer - do ~u take t he cal I or an at ys the spr I #cust se r v afBt arbucker .@arr}pet ers True, that. Ittm.e:t te'fesp:eraience rreasure & it real I yhel ped, not onl yw/ret ent ion, sav. alfr'ell in ~egOt baclGnius. CRcode tat t otreuSd>\SEriv. a tra r r vie t ers @lchardNlt @3.heSut t &1111 t p:llt .colltloesftfLJIerv ani ay iebs F€: 07: Bydisconnect, do ~u rrean do not underst a: not c a t#eU'st s e r v atjegOt bach Yes - but event ual I y st a@f{e~ loi @ia@ t RfacHO s i los wo r k 0 n fa r ITS? CUz the y sur ear e nth e a I thy i n #cust se r v atrust Serv(]eetG!r Wat rret rics are crit ical to find out if ~u are #cust se r v aifoby!\.let cal f @ike nune§"hank ~u the RT#ail.Js:t!serv armrie mcl arkRT@lchardNlt <@bi:errensF€t t#cilst s e rbs perhaps the rrost visibl e corrponent of e xie r i e n ce <<inilo depends #cust se r v ahrl\lllrkBernharJM7~ Sirrpl e answer, 'yes. If the C-sNJelbs:i set\!) near depart rrent, t hen rrajo e not, based on what t heyca #cust se r v aifoby!\.let cal RT@Yell i~egOt baclGnius. CRcode tat too. love it #cust se r v a sa n che z b @lchardNlt atc@BneSut t ocaan u provide an e xarrpl e of wher e WIVIi s not scal ~te§er v a ta n e Sut t on @arr'>Qet e@f;chardNlt <Weit her WIVIrecomrrending happens on Int ernet or in person, it's a st r o n o r : way. #cust serv /l8: WI I , it sure ain't averctgruSiaseh1\e t irre! ani ay iebs a Ifr'e I lin ~ egO t b a c hTo a d}S I e x c per son Co r pan d c r 0 p ni gh t sa rre . Se e wh ere i' m go i n 9 wi t h t his. #/iiust s(I!)lf1'll1 I Ci r c I aHtchardNlt 01 i@3.n eSut t oJbJst like Twi t t er is fr#ea§t se rl We a dim" s t hat run Twi t t e r des k s how" fr e e" WIVIis. a act ion j ay /l8: If ~ u' r e fe eli n 9 b 0 I d, try a c us t 0 rre r ret en t ion depart rrent s: one manned by rro n k e js , c#ncasb}SBlIllllE.ns a tj egO t bach lQ_ @ ffiCode R§>EYell i@.(]egOt bach To a d}Sl e x c pers Co r pan d c r 0 p rri gh t I 0 0 k the s a rre. Se e wh ere i m go i #cust se r v

2011-10-19

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2011-10-191:43 2011 - 10 - 19 1: 44 2011-10-191:44 2011 - 10 - 19 1: 44 2011 - 10 - 19 1: 44 2011-10-191:44

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2011 - 10 - 19 1: 44 2011 - 10 - 19 1: 44 2011-10-191:45 2011 - 10 - 19 1: 45

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2011-10-191:47

ahrl\lllrkBernharRm@.ct ion i~: If ~u' re feel ing bol d, t rya cust orrer con t r 0 I gr 0 up. Two d epa r t rre n t s: 0 n e ma nne d by rro n I human gj:cust ser v alfr'ell in 01: disconnect is bet ween CEOand cust orrers on poir human interaction. #@eijrt~rgqan #custserv a rna r i e m c I a r kAT @.c t ion i~: try a c us t 0 rre r ret e n t ion con t r 0 I depart rrent s: one manned by rro n k e js , c#ncBsb}SBlIllllE.nS aba r r joe t ers @Yell int hink I need a bl ue rroon to foil o w jo u bet t #cust se r v a IB n e Sut ton @l c h a r d Nl t @a r r )p e t e flc$! Eim i I rrk t g, W'v1 soc i a I rre d i put t 0 ge the r ma k e s a go 0 d s t rat e gy#c'UiM i se t v us ted a fit c h a r d Nl t 0 I i@an c h e lj tBu r e. I s e I I tho s eli ttl e rre t a I c i r c I e s shoel aces t hr ough ... pi ease mar ket #aySii lSe~\WM alBrsIDlHedbor RT@.ct ion i~: If ~u're feel ing bol d, t rya cust orrer con t r 0 I gr 0 up. Two d epa r t rre n t s: 0 n e ma nne d by rro n I human gj:cust ser v atjegOt bach Bot t om o@alneel ofrronkei6l?@.ct ion i~: Two depart rrent s: one manned by rro n k e js , c#ncBsb}SBlIllllE.nS aDT \8.ncar guy (])odnighlfcust sertvhanks for a great chat, need to pi t 0 bed! alfr'ell in @arr'>Qet e r s hink t hat is true. I\1tbrain is working am not us i n 9 ny wo r d sri gh t . 0 so rre t 1lIm.g; t :$reLr911: ~ t 1 a fi'.u s t Se r v (] e e t @r '>6 n car gu yrh a n k s fo r coni 1#9 Us}I 5 e r v ani ken un e s /l8) I\e t Pr 0 rro t e r E'c0 r e #(dffl1re r v afitchardNlt 01 i@3,neSut t om t il sorreone quant ifies t he ret urn on , consider it a ninor part of the st rat etmustbser~s, a tj e gO t b a c h N c e see i n 9 ~ u B r ~ n. Hav e go 0 @W§EEI1<deRrgu y: (])od n i ghlfcust sertvhan ks for a gr eat chat, need t 0 pi t 0 betttlist se r v aifoby IVet cal f /l8 - 'Nat ki nd of Soci al di scussi on ar e happeni ng abc Aver age c u s t 0 rre r e n ga ge rre n t s t h r 0 ~ ~ ure rORVI atrar r \pet er s @Yel I i f¥)u rust f. #n ot ac#nusteser v a m e ewuar e I'm so bumred, I had t 0 st ef#ClIISCI:ysfel:&l#fi t bl og as They w. was being beat en by2y 01 d t wins,1 it erall y. hi n aDT \8.ncar guy ~egOt b actt hanks <Jcag;t s e raft er #1 eadfrorrwit #t u e s d a Y1i gh tad d i c t ion a fi'.u s t Se r v (] e e t ~$ -http://t.co/~'enunesM)l\etPr 0 rro t e r Sc 0 r e ( I\PS) 7? #cust se r v a act ion j ay Have ~u hear d c;@b«:li1Jar Nlt o lsh'cse l ace t hi ngi es? Fbi I 0 d and RT to wi n an i Pad #lDne1Ac1Lds1J)rserv a IB n e Sut ton @l c h a r d Nl t M'I ii, advertising, email rrktg.prin tis r & has clout, is trust ed & rei i ab#cruSiasedvon per sc a ifo b Y IVet c a I f RT ~u s t Se r v (] e e t ~ s : Rt t p: / / t . c 0 / 5@a:;t Hh u n e sM) !Bel I\e t Pr 0 rro t e r E'co r e fI~t?;se rv a fit char d Nlt 01 i/l8: ley rret r i cs: "Save rat e" ITV, .Acqui si t i on cost, F Ad jus ted LTV, "r e t urn a n ~~lUstt s::e:r"v ... @i ken u n e s F€ s p e c t fu I I 1, dis a gr e e I\PS ask s "wo u I d 'f. ani ay iebs ~u" nor "wi I I ~u" t 00 soft a rreasur e wi t hout ot he #cust se r v @ a r r \p e t e B ~ e n away too Ion 9 and can' t k e e pup. #t alfr'ell in

#n ot achar#cast ser v 20 1 1- 10 - 19 1: 47 a fit c h a r d Nl t 0 I i@,ct ion j hiJ:¥j the rei tis ! ! ! !! An d I' m s 0 gl a d t 0 h c co - 0 vvn era n d rra j 0 r i t Y par t n e r 0 f t his #xi ~ t#§elrelAn d ~ 2011-10-191:47 a ta r s Bt-e d b o r @,ct ion j@hchardNlt cB:ell ent! Were's rry l Pa d , now? #cust se r v 2011-10-19 1:47 aifshores WMscore! F@,ct ion i hlqr;ve ~u heard about @l char d Nlt o lsh'ose l ace t hi ngi es? Fal I ow and RT t 0 wi n #10n eAn d 10n e#cust se r v 2011-10-19 1:47 atrust Serv(]eet~r lOes#cust serrveed bet t er business discipl ine to attention? 2011-10-19 1:48 a act ion jay WchardNlt cb1leihe! It hink we're qr urrpy o l d rren on i gl #cust se r v 2011-10-191:48 a ta n e Sut t on @II errensF€t t Itchs a t irre invest rrent, but get s ~ur where cust orrers al readyare on social net works. VSJJ #cust se r v 2011-10-191:48 affifSfvPundit RT~t eNlsserlDop t he ridiculous idea hat cust orre and c u s t 0 rre r s e r vic ear e d i ffe r e n t . G t rid 0 f the #cust se r v 2011-10-19 1:48 afibnl\.tFarl and @)I eepN.urberSar\M)ul d I ike to purchase a bed - just hel p wit h t he del iveryopt i o n sscustaaejou hel p? 2011-10-19 1:49 afitchardNlt 01 iA9: Biggest obst acl es I've had to taseusn S1¥aA3.~eer c e n t e ron rn s a I i gn rre n t 0 fbi z per s p e c t i v e s b t vvn e )€ #cust se r v 2011-10-191:49 alfr'ell in A7: CEOdisconnect fromcust orrers. That's t he bot t ( #cust se r v 2011-10-19 1:49 a sa n che z b @lchardNlt Ql)ire e sarrpl es: Is ~ur corrpanyeasyt 0 do wit h? 10 ~u show anyfl e x bi l it yon cdiretlstasert errns? 2011 - 10 - 19 1: 49 a fib)At kin son ~ ffr e WI{ n grrn nne e d edt 0 go ins ide t 0 wa. r m u p (h e' s #cust se r v 2011-10-19 1:49 atiegOt bach WI I done - a real s@et-iirmh FjlThIqr;ve ~u heard about W c h a r d Nl t 0 S Ih9 e I ace t h i n gi e s? FaI Iowan d RT t 0 wi n #cust se r v 2011-10-191:49 a act ion ay @3.rsIDlf-edbor (offer avail abl e whil e suppl ies last no suppl i#B1lI);t ser v 2011-10-191:50 a rno b o e s RT@r8t @lchardNlt cWEin ~u t reat ~ur cust orrer adv as "overhead", ~u do no favors for tlCDst tm!I:rv om line 2011-10-191:50 a ta r s Bt-e d b o r @lust Serv(]eetAer Yes! Too #tiustlseriv sel f doesn't under st and its r 01 e in busi ness success, and rnsgs hel p. 2011-10-191:50 afitchardNlt 01 i@,ct ion jWvl grurrpyis fun s o rrstiusms e r v 2011-10-191:50 alfr'ell in 10 tell @ret ion i 8LJve ~u heard @jcnJntardNlt 01 i's s hoe I ace t h i n gi e s? FaI Iowan d RT t 0 wi nan i Pa d # 10n #cust se r v 2011-10-19 1:51 anike nunes W char d Nlt dfl jou pi ay t he n urrber s garre ~u I et t he I cancel, t hen count i t aSlcaus~aSe:r v,) LTV 2011 - 10 - 19 1: 51 a tru s t Se r v (] e e t 1!Err' t fo r ge t wh ere t 0 con tin u e the dis c us s ion: li n k http:// t . co / U3tleBSjt We r v 2011-10-19 1:51 aifoby!\.let cal GB - 10 not t r u I y un tIlcarstt SBTdt 2011-10-19 1:52 aifoby!\.let cal RT @lu s t Se r v (] e e t 1& n t fo r ge t wh ere 0 con tin u e the li n ked In (] 01UJ!pt p: / / t . co / T&6tugD Se r v

2011-10-191:52 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 1: 52 1: 52 1: 52 1: 52 1: 52 1: 52 1: 52 1: 53 1: 53

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01 i@ike nuneSMl1 I'll be darmed ..... I'mspeechl ess! Y #cust se r v a In vel '#J A9 B i gge s t 0 b s t a c lei s not ge t tin 9 the sup p 0 r t fr 0 rrnnagerrent #cust serv atrust Ser v(] eet@"oby IVet cal Hf#cust se rpe e ps had bet t er busi ness acurrent It raining/educat ion woul d that hel p? alfr'el lin Oc ay ever ~ody. It's that t i rre ~is1.se:all1pos. aifoby IVet cal f @lust Ser v(] eet~rrgot how qui ckl Y t hE#dusbl::sEflr]l> arrike nunes @"obylVet calThank }Cu, Toby for the rrent ion and coil #cust se r v a In vel '#J Ch e e r s! @Ye I lin 0< aye v e r ~ 0 d Y. It s t hat t i rre a ga in. #cust se r v atrust Ser v(] eet<§r ug> RT@Yel I i nO<ay ever ~od y. It's that t i rre agai n. #cust se r v a sa n che z b @l char d Nlt Or'biJr co rrpa n y s r eput at i on on those e sa rr pro v ide d can be co rrrru n i cat e C#Cl1ist MNI v a roct ion jay @ i c h a rna t hcmlre' s the i rea c h 0 f 0 u r W M c a rrp a i gn t h us e xie ct rry co n s ul t ancyfee ishitnt p:hle'trrn(bb/y:t.v91 Rlq #cust se r v atiegOt bach @Yell inSoppat? :l1Icust serv atni errensF€t t iIDi@,ct ion i@)i:charnathcmlrie's t he reach of our WM c a rrp a i gn t h u s fa r. I e >p e c t ny con sui tan c y fe e i sin ht t p: I It. col yN~91s~r v aHtchardNlt 01 i@anchelj tperhaps, but how effect ivel yis that inforrr rea c h ny tar ge tau tid: USltCs@r v affilradBennet tCust orrer Service through social rredia: The garre has http:// t . col f7Wkf81it2 e riM i 5 atrust Serv(]eetl!EErs that rrean I have to spit nyd@he~OotubcYCYhRr @Yel I i nSoppat? : I1Icust se r v aifobylVet cal f @lust Serv(]eetTl3ank }Cu. Business acurren does not good ser vi ceo Sorre rrgr s. deal wi t h paper, sorre deal #cust se r v alfr'ell in ~egOt bacl'O<ayrrist er. Ware going to have to cut #back wa. r d Spe I lin gf'odJstese r v aMlrshaCol ier@?ffre\lll{ngrrnn 1D0pping byt 0 sa,diIst serv alfr'ell in Spit take. Hil a@bJl$s $g"rv(]eetlBes that rrean I have j spi t ny d r ink out@W!8@ t bact@Yel I i nSoppat? : D #cust se r v atrust Serv(]eet@"obylVet callflence the disco#lousd:ts1HV aMlngoCookbookID tell @ret ion i 8LJve}Cu heard @j<IllntardNlt 01 i's s hoe I ace t h i n gi e s? Fe I Iowan d RT t 0 wi nan i Pa d # 10n #cust se r v arrike nunes @lchardNlt dlg,t t he idea from a rrnrket ing st ay n o #cust se rpo s t of }Cur s! ! affilarr\Birket tCI assic!@iljst servgreelDe$:t hat rrean I have to spit out ??? RT@ egO t bact@Yel I i nSoppat? : I1Icust se r v afBt arbucker .@ill ionsofrr@jS3.Y ieb~ree, woul dn't do that - I di /ls kin 9 the I\PS Q doe s n' t rep I ace qua lit y & e ffi c i e n t #cust se r v a act ion ay @4lrshaColl itmt t er I at e t#mJrstrsE\l"aII"! aHtchardNlt

2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19 2011-10-19

1: 55 aifoby 1: 55 1: 55 1: 55 1: 55 1: 56 1: 56 1: 56 1: 57 1: 57 1: 57 1: 57

2011-10-191:57 20 1 1- 10 - 19 1: 57 2011 - 10 - 19 1: 57 2011-10-19 2011-10-19 1:57 1:58

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~ust Ser v(] eetFtmt her rror e - they don't teach t he p "pi ease" and "t hank ~u" in ~tclseE51es. a ifo by IVet c a I RT ~u s t Se r v (] e e t @ep by IVet c a I !He n c e the dis con n e c t ? #cust se r v a tru s t Se r v (] e e t Rare rn nut e wa rtrei.rs~! se r v ahrl\lllr kBer n h ar ldstl 10, IVar sha! f-bw's Se@,tirisaa'OOl I i er: ~ffre)lll{ngrrnn 1D0pping byt 0 sa,diIst serv a Ml r s h a Co I lie r<&re I I i nYo u' rei n c h a r ge 0 f pol i c i n 9 d uti e sin ny a b s E #cust se r v aifoby IVet cal @4lrshaCol I i(i)od eveni ng ~ungt:d:Lmtyserv a ni a Y i e b s RT @4l r s h a Co I I i(j¥e I I i nYo u' rei n c h a r ge 0 f pol i c i n 9 d u ny a b sen c:ilc u 5 t 5e r] v fo x hen h 0 use : - ) a Ifr'e I lin @4l r s h a Co I I i'lmy. IVar s h a' she r e. V!iv i n g. Yo u rn sse d t h cl assi c f@8regO t bachsoppallcust ser v aHt char d Nlt 01 i@4lr shaCol I i(i)od t 0 see ~u Wcru-sitglsiH v a bi k e s po k e RT ~u s t Se r v (] e e t 1& n ': t fo r ge t vvh ere t 0 con tin u e the linkedln (]olUJlpt p:llt .co/U3t1eBSjtWerv a tru s t Se r v (] e e t @.4lr s h a Co I I iCBe e tin gs, IVar s h a! ~ u rn sse d so rre rap i d A par akeet, ant I er s, and shoel ace#e¥Sltese!i.v #j ust arrar i e m cl ar ksupposed t 0 I ear n that @TllDb!y~~ gcal fRT ~ust Ser v(] e e tdem t t each "pi ease" and "t hank ~u" cl assetreust ser v ani ay iebs Wot e a piece on the evol ut ion of cust orrer service comrent s wei cbtni p:llt .co/T6YfC~~ht#ClJlst !serv a lire n die i I and ~ ffr e)lll{ n grrn n A6 /ls s 0 rre 0 n e ina p ric e d r i v e n i n d u s t wi I I I eave ijja;uStaseroot it's a speci fi c d erro t hat wi a Ml r s h a Co I lie rIn t 0 vvn fo r ny AAFPI M c r 0 soft " G t Co nne c ted" Vi r k s h 0 Facebook for Ser11itot $>: I It. col 2Jr#b'Bft ser v aifoby IVet cal A9 - Tr ai ni ng ~s. (] eat cui t ur e#CBS~\SBTWet t er. aifheQj?1 ace RT ~ egO t bachre s - per haps a #CR:od e t at too? RT @rMu k B ern h a r ~ egO t b a c I1\e W#c U5 t 5 e rtva t too? 10e s that gone>4: tothe ... alfr'ell in ..bb #1 You' r e bust ed I@]bayRTebffi@4lr shaCol I i er: <&rei I i nYou' rei n char ge of pol i ci ng i#CU9): csm-flnio® henhouse his eve n i n g, fo I k s! Yo u a I I ge t atrust Serv(]eetCBt st anding chat #cust se r v aifshores I hop e the i r par e n t s t a(ijgb11b ~It actaJ IItRir the r rro r e y t heydon' t teach t he power of pi ease & t hank ~u i r #cust se r v or a act ion jay Sorryl wasn't a product ive rrerrber of societ yfor lID ho pe we a I I h ad a go 0 d t i rre#e.unst sG!l.n.JY:Jhs atrust Serv(]eet~re discussion space kDtntt}bn/g':t .colXAl.OO1serv

IVet cal

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