“What the heck is Customer WOW

and how do I get some?”Portland, OR – July 2012

Greg Meyer (@grmeyer) and Graham Murphy (@grahammurphy)

Last Slide, First.

• Attitude trumps a lot of things.• Build process that is simple

enough, and no simpler.• WOW is a journey, not a

destination.• People Matter.

Building the WOW machine

“The next generation of great companies will be led by CEOs who are serious about great customer service.”

- James Slavet of Greylock Partners

“I don’t know the key to success, but the key to failure is trying to please everybody.”

-Bill Cosby

“Customer service is really a learning function. You should learn to integrate support into product development to tighten that loop.”

-Eric Ries

“The longer you wait,

the harder it is to

produce outstanding

service.”

-Bill Davidow, Mohr Davidow Ventures

Let’s Discuss.

Who’s here?• Graham Murphy, Desk.com -

@grahammurphy

• Greg Meyer, Desk.com - @grmeyer

Tweet @Desk and include the hashtag #CustomerWOW to join the conversation!

Why Trust Us?• Graham - Grooveshark, Desk.com

• Greg – T-Mobile, Expedia, Gist,

Techstars Mentor, Assistly/Desk.com

What do you think of when you think of customer

service?

What is Customer Wow, Exactly?

• Towards a definition

• Discussion

How do you create a standout, epic

experience?

Build a WOW Machine?• Machine implies: Assets, deployed in a

repeatable way, and producing

measurable output.

• But not a black box.

• Discussion

Can you scale that experience across an

entire team?

People, Processes, and Tools

• Maslow’s Hierarchy of Needs

• Finding People with WOW

• Empowering People with Process

• Using the Right Tools for the Idea

• Discussion: what’s the end goal?

Tweet @Desk and include the hashtag #CustomerWOW to join the conversation!

Tweet @Desk and include the hashtag #CustomerWOW to join the conversation!

Can you measure customer success, and

how?

Measuring WOW• You manage what you measure

• What are the measurable outcomes of

WOW? (Hint: they need to matter to

the rest of your business)

• Discussion

How do you establish a customer-centric brand?

Delivering WOW• What do you do to deliver WOW?

• How do you scale it?

• How do you make it a competitive

advantage?

How do you address an unhappy customer?

Oops Moments.• And what happens when it doesn’t

work?

• How do you recover?

Questions to Ponder.

What’s one thing you feel you should be doing?

What’s one essential value to deliver great customer

service?

How do you build a great support team?

How do you help your entire team to support the

customer?

How are you making service a competitive

advantage?

How do you build a great support team?

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Last Slide, Last.

• Attitude trumps a lot of things.• Build process that is simple

enough, and no simpler.• WOW is a journey, not a

destination.• People Matter.