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 😉

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
  •  speed 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. Mike 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