Paul Galatis eCommerce Conference 2013
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Transcript of Paul Galatis eCommerce Conference 2013
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How customer service willchange the worldA presentation by @paulgalatisE-Commerce Awards | 11 September 2013
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ChangingMarketplaces
Dark Ages ofCustomer Service
How We’re DeliveringGreat Service
Closing Thoughts
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Changing Marketplaces
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A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter — and getting smarter faster than most companies.
- The Cluetrain Manifesto, 1999
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Dark Agesof Customer Service1869 - 2004
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We are working off a base of
incredibly lowcustomer expectations
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How we’re delivering great service
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Gratitude
Culture
Remarkability
Care
Community
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GratitudeWe celebrated and thanked ourfirst real customer in 2006 with ahandwritten card and have donethe same for every customer since.
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Showinggratitude
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Culture =BrandOur culture is the mostauthentic & stable brandexperience we can create.
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“I get the feeling that no one in your building works for Yuppiechef - they are Yuppiechef.”- Ian Young, MD Saatchi & Saatchi Cape Town
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RemarkabilityWe’ve prioritized doing greatthings over telling people wedo great things and leavethe ‘remarking’ to them.
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CareWe go to great lengths to hire people who care. We celebrate positivecustomer feedback above all elseand share it daily with our team.
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"Taking responsibility for a mistake and making an effort to resolve it doesn't mean you are wrong & the other person is right. It
just means you value your relationship more than you do your ego."
~"We value the
customer relationshipas much as we do
the sale."
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CommunityWe look to inspire, connect, entertainand engage our fans while alwaysbeing open, honest & human.
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Closing thoughts
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Great customer service requirespeople to genuinely
CARE
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If we genuinely care we willbe sure to always delivery
GREATproducts & services
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In which case the busy, bustling
RECONNECTED MARKETPLACEwill reward us by talking about us at
SPEED
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And we’redone!Thanks for listening.