voice of the customer (voc) presentation - startup roadshow

Our “day jobs”...

2@vocroadshow @thomasknoll @calitalieh

3

so, what exactly are you guys doing?

@vocroadshow @thomasknoll @calitalieh


Our Thesis

• We are going through an unprecedented period of change in consumer behavior and communication preference

• The tactics, processes, and systems employed by the enterprise is making the situation worse, not better

• A new crop of brands will evolve to own the customer‘s mindshare (and their $$$)

Evolution

5

1973%1844%

First%public%demonstra8on%of%the%

telegraph%

1866% 1876% 1971% 1993%1992%1984%

1st%Permanent%telegraph%cable%laid%

across%Atlan8c%

The%telephone%is%invented%

First%eBmail%is%sent%

First%cell%phone%call%is%made%

First%commercial%cell%phone%is%made%

available%

First%text%message%sent%

1st%commercial%text%message%sent%


Faster...

6

•  2004%–%Facebook%is%launched%•  2005%–%Launch%of%geo9based%services%•  2006%–%Twi?er%is%launched%

•  2012%•  Smartphones%are%the%new%standard%

•  ~1b%FB%users%

•  1%in%4%people%check%their%smartphone%every%10%minutes%

•  40m%people%check9in%

•  Voicemail%is%dying%

•  Landlines%are%dying%

we are wrapping asynchronous communications around

synchronous interactions!


1.7b units p.a. versus 350m


THE CURRENT

ENTERPRISEHard-wired through

automation

Scripts and repeatableprocesses, not aboutauthenticity or context

Designed from theenterprise out

And…it’s designed for this…


CONTEXT

MOBILITY

COMMUNITY

ASYNCHRONOUS COMMUNICATIONS

AUTHENTICITY


20+%

13

design a great experience for your customers, and all will be good


First Off...

14

phone MUST be answered in 2-3 rings duh

if you are slammed, don’t make people hold, EVER duh, duh

avoid voicemail, they will hang up, periodflushing $$$ down

the toilet


The Process

15

it’s a conversation, not a “process”; your customer knows what you are up to earn as you go

phone scripts should only be used for “newbies”, authenticity increases conversion and retention, and reduces the callers frustration level

happy agents make you $$$

traditional phone metrics don’t work, and actually hurt conversion and retention

what do you really want?

you can mix and match channels, and optimize for both parties

turn calls into emails/SMS



customers who make a personal-emotional-connection (#PEC) with a person spend more, buy more often, and refer more customers...

...like, WAY more!!!!!

Did You Know...

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why does Starbucks ask your name, and write it down?

why does the Nordstrom sales person give you a business card with their contact information?



Lessons Learned from Great Brands


Ask us anything.

Thank you!

[email protected] 949.400.6556

[email protected] 415.935.3547

mailto:[email protected]




voice of the customer (voc) presentation - startup roadshow

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