customer service in the age of the customer
Post on 28-Jul-2015
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@CityDrew
ANDREA CITTACustomer Service Ninja, @Zendesk
Customer Service…
…in the Age of the Customer
1900 - 1960Age of Production
1960 - 1990Age of Distribution
1990 - 2010Age of Information
2010 - ????Age of the Client
What changed?
Who wins in the Customer Service
Era?
Lesson #1
Leverage the power of Communities!
What call center would YOU choose?
Lesson #2
Happy Employees=
Happy Customers
Lesson #3
Never stop innovating*
*with customers in your heart and mind
Social Care: #Wins & #Fails
Social Care: #Wins & #Fails
Lesson #4
Empower support to do the right thing!
Lesson #5
Lead by Example!
BEAUTIFULLY SIMPLE
CUSTOMER SUPPORT
SOFTWARE
FOLLOW ME ON TWITTER:
@CityDrew
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