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How customer
service will
change the world A presentation by @paulgalatisE-Tourism Africa Summit | 05 September 2014
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team of7 80to
8,000products
3 partners
8years
old
CTWestlake
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Changing
Marketplaces
Dark Ages of
Customer Service
How We’re Delivering
Great Service
Closing Thoughts
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Changing
Marketplaces
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A powerful global conversation has begun.
Through the Internet, people are discovering
and inventing new ways to share relevant
knowledge with blinding speed. As a direct
result, markets are getting smarter — and
getting smarter faster than most companies.
- The Cluetrain Manifesto, 1999
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Dark Ages
of Customer
Service1869 - 2004
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For the first time in history
word of mouthis
archivable
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We are working off a base of
incredibly lowcustomer expectations
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How we’re delivering
great service
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Gratitude
Culture
Remarkability
Care
Community
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Gratitude
We celebrated and thanked our
first real customer in 2006 with a
handwritten card and have done
the same for every customer since.
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Showing
gratitude
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Culture =
BrandOur culture is the most
authentic & stable brand
experience we can create.
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“I get the feeling that no one
in your building works for
Yuppiechef - they are
Yuppiechef.”- Ian Young, MD Saatchi & Saatchi Cape Town
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RemarkabilityWe’ve prioritized doing great
things over telling people we
do great things and leave
the ‘remarking’ to them.
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CareWe go to great lengths to hire people
who care. We celebrate positive
customer feedback above all else
and share it daily with our team.
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"Taking responsibility for a mistake and making an
effort to resolve it doesn't mean you are wrong &
the other person is right. It just means you value
your relationship more than you do your ego."
~
"We value the
customer relationship
as much as we do
the sale."
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CommunityWe look to inspire, connect, entertain
and engage our fans while always
being open, honest & human.
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Closing thoughts
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Great customer service requires
people to genuinely
CARE
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If we genuinely care we will
be sure to always deliver
GREATproducts & services
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In which case the busy, bustling
RECONNECTED
MARKETPLACEwill reward us by talking about us at
SPEED
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And we’re
done!Thanks for listening.