the new era of customer relationships
TRANSCRIPT
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The New Era of Customer Relationships
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Mikkel SvaneZendeskCEO
follow me @MikkelSvane
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Relationships are
Complicated
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The nature of customer relationships
is changing
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PromoterEconomy
New BusinessModels
Conscious Consumers
Global Trends
NewBusiness Models
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NewBusiness Models
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Share a sense of purpose
with members
Remove friction from running
businessAppeal to asset lightgeneration
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Doubled locations 2014/2015
Customers grew 2-3x
in 2015
New Model- welive -
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1yr
6yr
Great Customer Experience increasesLifetime Value
Loyalty drives Revenue Growth
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Loyalty drives Revenue Growth
2 Years
1 Year
Aggregate Revenue
>2xRevenue
15% Churn
5% Churn
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Promoter Economy
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Excellent on-boarding
process
98% and above Customer
Satisfaction Score
3-4x more people in support than sales
Core Value:Recommendations
trump sales
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3.5x user growth in 2015
Up to 7% weekly growth
800k paid user accounts
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Satisfied customers promote brands
CustomerSatisfaction
Detractors Passives Promoters
62%Promoters
70%Detractors
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Conscious Consumers
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Ensure fair pay and clean working environments with
factory partners
Black Friday Fund
Reveal true product cost
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More than doubled revenue three years running
Customer trustpropels all aspects ofthe business
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Corporate Social Responsibility influences where Millennials choose to…
Corporate Social Responsibility influences where Millennials choose to…
82%
Recommend
74%
Work
4%6Inves
t
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+
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of Americans prefer SMS over
other formsof messaging
72%
of Americans send/receive 1-20 SMS messages
per day
50%
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Evangelism Loyalty
Trust
CustomerRelationships
PromoterEconomy
New BusinessModels
Conscious Consumers
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Andrew McMahon
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