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  • sd@turbado 09:18 on May 29, 2014 Permalink |
    Tags: , customer, 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 😉

    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

     

     
  • sd@turbado 00:22 on April 14, 2014 Permalink |
    Tags: customer, review, story, ,   

    Turbado | A Turbado story of an average customer 

    A Turbado story told by an average customer:

     

    I go on Google and I look for the best price on iPhones.

    I select my favorite price comparison website and compare the prices of iPhones.

    I look at the lowest price, a shady offer. Second lowest, bad reputation, third lowest, Turbado.

    It says there that they will instantly replace my damaged iPhone under the 2-years warranty no-questions-asked. Free shipping, 30 days money back.

    Ok, that sounds like a good offer. So I click on it and go to Turbado.eu.

    They claim they will exchange my iPhone if I have any issues with it under the manufacturer’s warranty. I don’t need to wait for weeks to get my phone repaired, I just have it replaced. That’s new, I like it.

    So I go ahead and I order it. The payment method I choose is Paypal, more secure. Done.

     

    The following business day:

    The UPS just came by and I now have my new iPhone. Wow, great, free next day delivery.

     

    The following 2 days:

    For 2 days I don’t sleep, I play with my new phone and I love it. My friends love it, my 1 year old son loves it.

     

    2 months later:

    I am settled in – it seems as if I have always used an iPhone and I cannot imagine a day or my life without it.

     

    Another 2 months pass:

    I start experiencing some issues with my phone, it is restarting by itself occasionally, I will install the updates today.

     

    Afternoon that same day:

    My phone is rebooting more often now, so I install the latest iOS. After 30 minutes, after the installation starts, the phone restarts. And restarts again. And again. And again. Oh shit, I try to turn it off, nothing happens, it keeps rebooting. I put it back on the charger, now it finally boots up and works. But anytime I take it off the charger, in an hour it starts rebooting again, until I put it back on the charger. I need my phone for serious work, I cannot work like this!

    I call Apple, report my problem and they send UPS to pick up my phone. They provide a box for shipment.

     

    One week later

    Apple calls me and tells me that the phone is damaged and the repair will cost 220 euro, as it is not covered by the manufacturer’s warranty. WHAAAAT? I paid big money, have a 2-year warranty and I want to have it repaired under warranty! Apple rep suggests I return it to where I purchased it. AHHHA! I remember, they promised an instant warranty replacement. I call them immediately: Hello, Turbado? I have purchased an iPhone several months ago and it just doesn’t work. What is the problem? Well, it keeps rebooting when off the charger. Yes, my name is… Yes, iPhone 5s, gold, 16gb. So I’m going to receive a new phone tomorrow? Really? Ok, I understand, you must charge a deposit for the second phone and I must return the old one in 10 days, otherwise I will be charged for it as if I bought a new phone. Great, send it to me!

     

    Next business day:

    UPS arrives, I get a new iPhone and I hand over my damaged one. Nice! It is new and works great. Hm, I guess this Turbado company really does what they said they would. I will keep it in mind the next time I want to buy something, I’ll just check out if they carry it too.

     

    The following business day:

    I just received an email from Turbado, saying they tested the damaged phone, it seems the battery needs to be replaced. They accept my return and will send the second deposit back. Great, I knew my phone was really faulty and I didn’t do any damage to it, I just used it normally.

     

    A year later:

    Today Apple announced they are releasing a new iPhone. It looks great, but mine is still working well and it’s under the Turbado warranty, so I am satisfied with the old model.

     

    A few days later:

    I just received a message from Turbado today, they would like to buy my current iPhone and give me a new one, I only have to pay the difference and get a brand new 2-year instant replacement warranty with the latest iPhone. That is an offer I cannot refuse. OF COURSE, I WANT THE NEW IPHONE, give it to me now!

     

    The following business day:

    UPS came by, I got my new iPhone, the latest and greatest! And I returned my old one, bye! What a great deal! I can’t express my gratitude towards Turbado and their services, and I love my iPhones even more now! Oh, and I received a nice email from Turbado too. It features a really nice painting from Franz Josef and Turbado tells me about this new feature of the latest iPhone I didn’t know about. Thank you again Turbado, for great deals, terrific customer service, impossible to refuse upgrades, and all those small touches you do for your customers. I have shared my experience with my family and friends, I proudly tell them I am with Turbado and I celebrate the things Turbado does. Turbado gives back to us and the society. I love their contributions to culture, history, nature and children through their programs, I love their retail stores with those super-sized detailed paintings. And I love them for the transparent operation, and I would love to work in a company with a culture such as Turbado’s. As long as Turbado will be around with their solutions, I will not need to look any further with my electronics’ needs. I want to have all my electronics managed by Turbado Solutions! And sorry for being emotional. But I just can’t express how much I appreciate Turbado in my life.

     

    One week later:

    My two-year old son took my new iPhone, dropped it in the kitchen and I stepped on it. The screen simply broke. Well, let me call Turbado and see what they can do for me. Hi Turbado, the screen of my new iPhone just broke, I stepped on it by accident. What can you do with it? Really? You can replace it with a new phone, I’ll just pay for the repair, but get a new phone? Wow again! So send me the new phone tomorrow, my credit card details are…

     

    The following business day:

    UPS stopped by, I have my new phone and I returned the broken one. Did I say those pickups and returns and deliveries are always free? A nice touch! I just found out, that I can buy an extended coverage plan with Turbado, in which absolutely all damages to my device are covered.

     

    Two years later:

    I am a happy customer of Turbado’s, I now have my 60″ Samsung LED TV, my GoPro Hero camera, an iPad and iPad mini, my iPhone and my wife’s iPhone from them. And I am very happy with my two-year old iPhone. I ordered it with the extended coverage plan and I never broke my phone, so Turbado emailed me today, that I am eligible to get full money back on the extended warranty as a store credit! So actually the extended warranty didn’t cost me anything at the end of the day! WOW again for the Turbado Superior Solutions. Since I am out of the 2 years warranty now, they made me an offer to buy an eternal all inclusive warranty with yearly or monthly payments, where I pay as long as I want it, they repair or replace any damages, and if I choose at any point in the future, not to have the eternal warranty anymore, I get all my money back as a store credit. Now that’s an interesting offer, I love it and I’m gonna make use of it! Maybe I will give my 2-year old phone to my mother-in-law, so we can stay in touch and if anything happens to her phone, I will just have her call up Turbado and they will solve all her problems, as they are solving mine.

    I can’t recommend them enough, all my family, friends and coworkers use Turbado now and we are letting Turbado know what other electronics we will be purchasing shortly, so they can include them in their offers. I love the idea, to be able to keep some stuff as long as I want them. Anytime they break, Turbado gets them fixed or replaced and if I feel like having them upgraded to a newer model, I can do that anytime. And it’s really easy. The good part of Turbado is, that they offer only the best quality electronics, so I don’t need to look up which manufacturer is the best for my mom’s fridge, I just order it from Turbado and I don’t need to worry about it anymore. They remind me of any substantial changes in the life of my electronics, interesting upgrades, expiring warranties, and I know I have the best things at home. Great products, great service, great people behind it and a great company that really changed my life and the way I look at my electronics. I used to buy products, now I buy the benefits they give me. And Turbado gives me those benefits and takes away all the problems I used to have and I don’t have to have anymore. I wish they had such solutions for wives and girlfriends: I could exchange them anytime I felt like it, if I loved them, I could keep them for a life long, if they broke at any point, Turbado would just repair them or replace them for the same or closest model they had, and I would get updates on how to get the most out of them during their lifetime. Wow, that would be awesome. I guess I should start my own company with wives and girlfriends and learn all the tricks from Turbado. They really nailed it!

     

    PS: I had a great set of JBL speakers from them, that got damaged during transport when I was moving and because Turbado discontinued that line of speakers and couldn’t repair, nor replace them, I got my full money back for the speakers, including the extended insurance I had paid for one and a half years. And I was sad I had to buy them elsewhere and don’t get that Turbado experience. I hope Turbado comes up with some kind of a plan, so I can buy my electronics anywhere, and get them under the Turbado roof with all the benefits Turbado offers. That really would be the ultimate solution to everything and for everyone.

     
    • turbado_HU 08:15 on April 14, 2014 Permalink | Log in to Reply

      good illustration. it provides a complex insight into our system.
      but, we should reformulate this: ” they would like to buy my current iPhone and give me a new one” (we only change the product)

      • sd@turbado 08:45 on April 14, 2014 Permalink | Log in to Reply

        this part is about the buyback program we offer. where actually the customer gets money back for his old device and get a contract for a new device, but only pays the difference. From the point of accounting it is backwards, but this story is how the customer sees it and experiences it. Our job is to make all that is necessary behind the scenes. The best services are the ones you don’t even know about until you realize you have a problem and they solve your problem and become invisible again. Just like a great insurance company (do you know of any?). They should cover you all the time and in any case, be easy to reach and communicate, but don’t disturb you when you don’t need them.

    • turbadosk 10:38 on April 14, 2014 Permalink | Log in to Reply

      Nice and very enthusiastic. Is it going to be transferred to video or audio? How many seconds it will play for? Could we make it a bit shorter?

      • sd@turbado 10:45 on April 14, 2014 Permalink | Log in to Reply

        I will hand it over to a native copywriter, to make it into a shorter story, maybe several short stories with a spin. then we could make a short video (max 1:30 minutes) and a longer video, max 3 minutes. about the videos we will see. and later we will ask for testimonials from our customers.
        and of course translated to other languages as well 🙂

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