CUSTOMER SERVICE - TRENDS AND IDEAS

Dave's TeamMarch '08Campbell

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Eist le fuaim na habhann agus gheobhaidh tú breac.

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Eist le fuaim na habhann agus gheobhaidh tú breac.

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Rational

Emotive

Intuitive

Desire

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A new approach to marketing

Research

Marketing Communications

PR/Reputation Management

Customer Service

Engagement/Conversation

Consumers

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Collaboration

DesignReferral

Recommendation

Simplicity

ConversationCustomer Voice

ListeningPersonableHuman

Empathetic

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Checklist• Simplicity – design customer experience• Listening• Join your queue• Media is changing • Customers are more informed• Collaboration and organisations• Customers have a voice• Conversation builds trust• Exceed expectation – call back, last agent• Devotion