Dyn: Applying The Golden Rule To Client Services
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Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc Applying the ‘Golden Rule’ to Client Services October 2, 2012
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Dyn VP of Client Services Matt Toy talked to a crowd at the eComm Expo in London, England about applying the 'Golden Rule' to client services. Here's the slides from that '12 presentation.
Transcript of Dyn: Applying The Golden Rule To Client Services
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Applying the ‘Golden Rule’ to Client Services
October 2, 2012
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Who Am I? Ma< Toy VP, Client Service Dyn @ma<_toy @dyninc
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Dyn is… Infrastructure-‐as-‐a-‐Service (IaaS) experts, powering DNS & Email
delivery for enterprise, small business & personal users.
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
IaaS?
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Or…
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Two Teams v. The World Enterprise: -‐ DynECT Managed DNS -‐ DynECT Managed DNS Lite -‐ DynECT Email Delivery -‐ DynECT Email Delivery Lite
5,000+/-‐ Customers
eCommerce: -‐ DynDNS Pro -‐ DynDNS Standard -‐ Dyn Standard SMTP -‐ Dyn Email Gateway -‐ Dyn Email Backup MX -‐ Dyn Email Forward -‐ Domain Registra^on -‐ Internet Guide 450,000+/-‐ Customers
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
What is the ‘Golden Rule’?
Do unto others as you would have them do unto you. (Ma<hew 7:12)
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
How Does it Apply to Dyn Provide the kind of customer service experience that you yourself would like to receive. (Ma<hew 1:1)
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
“Nope, We’re up” “Everything is good on our end” “It’s not us”
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
So What Then?!?! • Acknowledge Frustra^on • Offer Sugges^ons or Hints for Poten^al Next Steps
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
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Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
What Kind of Requests • Abuse • Billing • Credit Card Refunds • “Sales” • True Support
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Is It Working???
h<p://www.oakleystudio.com/pages/2012/dns-‐failure-‐and-‐twi<er-‐success/
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
So how do we find the right people to pull off what we’re asking???
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
Come Visit Us • eCommerce Expo • Velocity Europe (Booth #25) • WebPerfDays EU • Dyn^ni in Brighton (October 9th, 6pm) • Dublin Web Summit
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
We’re Hiring • EMEA eCommerce Support • EMEA Business Development Manager • EMEA Marke^ng Manager
h<p://dyn.com/about/careers/
Applying the ‘Golden Rule’ to Client Services @Ma<_Toy @DynInc
THANK YOU!
Matt Toy VP, Client Services [email protected] @matt_toy
