Updates from May, 2014 Toggle Comment Threads | Keyboard Shortcuts

  • sd@turbado 09:18 on May 29, 2014 Permalink |
    Tags: , , Jacqueline de Rojas, Mike Cartwight, Mikkel Svane, satisfaction, SUCS, , ,   

    Turbado | The Art of Customer Satisfaction 

    Yesterday, May 28th, 2014 me and Matej have attended a Conference in London, called The Art of Customer Satisfaction, organized by Zendesk.

    We received a nice intro by Mikkel Svane, Zendesk CEO (a fresh IPO company on the NYSE, congrats there!) to tell us the basics of understanding our relationship with customers:

    1) Don’t overestimate your importance in the customer’s life (we are only a tiny bit in the customer’s whole life, and not an important one ­čśë

    2) Consider the entire customer experience (all the touch points the customer has with our company are important, during the whole cycle, from birth to death)

    3) Recognize the right relationship and adapt (as in real life, you have different relationships with different people, the same is true with our customers, everyone is different, accept it)

    4) Be something actual humans can relate to (put a face and name to our brand, don’t be just a page on the internet, show the customer we are human and we live and work)

    5) Be transparent (show and say everything you know, to all customers and interested parties. There isn’t really anything to hide, we are transparent and want to stay transparent)

    6) Empower your people to do what’s best (our customer support agents must understand what’s best for the customer and it is the best for the company. And we must give the trust and tools for our people to satisfy our customers)

    7) Put a face to your customer (when dealing with many calls, emails, tickets … we tend to forget that our customers are real people. If we put a face to the customer, we are reminded at each step, that we do it for that person)

    thank you Mikkel, it is a very nice summary!


    Next on stage was, among others, also Mrs. Jacqueline de Rojas, a very energetic woman, responsible for digital activities and direction of whole Home Retail Group PLC, with and army of over 40000 customer satisfaction agents. 8-o

    And one of the many interesting things we learned from her was that to achieve satisfaction on customer service performance, it is important to have:

    • friendliness of representative, how much you like to help others
    • speed of response, how quickly your call for help is answered
    • ┬áspeed of resolution, how quickly your issue is resolved

    and she recommended a book called Global Tilt by Ram Charan


    and many other interesting subjects came up:

    WHAT DOES OMNI-CHANNEL CUSTOMER SERVICE MEAN TO RETAIL CUSTOMERS

    USING CUSTOMER SERVICES TO BUILD TRUST IN A DIGITAL WORLD

    EMBEDDING SUPPORT INTO THE CUSTOMER EXPERIENCE

    MEASURING FOR CUSTOMER ENGAGEMENT

    EMPLOYEES AS CUSTOMERS, WHAT NEXT FOR INTERNAL IT HELPDESKS?

    SCALING SUPPORT AS YOU GROW

    HOW SOCIAL CAN CUSTOMER SERVICES BE?


    I wanted to meet, but didn’t find him after the conference, Mr.┬áMike Cartwight from Expedia EAN, I wanted to ask him about the affiliate network he built at Expedia, it is an interesting subject, that we at Turbado could grow in, to offer Turbado Solutions to affiliates, other companies all over EU and have a positive impact on the whole market and economy.

     

    Turbado - The Art of Customer Satisfaction

    Turbado – The Art of Customer Satisfaction

     

     
  • sd@turbado 21:24 on May 20, 2014 Permalink |
    Tags: relax, solutions,   

    Turbado | Frustrated about spending money on electronics? 

    Frustrated about spending money on electronic gizmos and gadgets only to have them break down or stop working? Perhaps you’re simply fed up with buying technology products only to find yourself with no use for these products a short distance down the road. Whatever is ailing you as the source of your woes over wasting money by making permanent purchases on things you don’t necessarily need forever, fear not because a solution exists. This solution is not a traditional one, but rather an innovative display of creativity. Turbado offers a unique rental experience to help safeguard our customers against the classic pitfalls associated with traditional methods of retail. By renting your electronic devices from us, peace of mind is available for all. Next day delivery ensures that products are provided promptly with swift rapidity and users are not forced to wait excessively for the quality products they demand. Swaps can be made within 24 hours to replace items with the same or similar models to best meet the needs of any given situation. Furthermore, products are insured by a 30 day money-back guarantee in the event that complete satisfaction might not be obtained for any reason, during which a free trial period further ensures customers can feel confident with their rentals. Long term rentals are easier than ever with Turbado because products can be ordered with ease by phone, in person, or online. Deposits are made up front for products, at reasonable and competitive rates, while rental fees are astonishingly affordable. In total you never pay more than if you have bought the product elsewhere. ┬áThe ease with which customers can secure reliable products for their personal use is what sets Turbado apart from others. There is no need to waste money elsewhere when you can rent from us with the utmost shopping security and buying confidence. Pre-defined price levels cement life-long buy-back guarantees so that you never have to get stuck with an item for which you have no use again. When a product stops serving its purpose for you, sell it back to us for an agreed upon value and feel confident that you haven’t wasted money on some chunk of technology, only to have that item become obsolete and end up collecting dust in some closet or dresser drawer. Turbado takes all of the risk out of purchasing products by offering innovation through uniquely structured rental programs aimed to ease the customer into an enveloping embrace of utter satisfaction.

     

    Relax with Turbado

    Relax with Turbado

     
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