Customer Service is the New Marketing
Businesses that provide superior customer service are earning fanatical devotion. Companies like Zappos, CDBaby, and Flickr are demonstrating that doing business online is anything but impersonal, and that developing a relationship with your customers long after the sale is a killer competitive advantage.
This presentation explores how innovative businesses are becoming more transparent with their audience, engaging customers to help solve each others’ problems, design new products and spread the word, and suggests an overall framework and initial steps that online and offline companies can take to start having a real conversation with their customers.
comments
Best session in the expo so far: you promised it and you delivered it. Well done!
Hey, all. Here's the presentation, hosted on Slideshare:
Thanks for sharing the preso. I blogged about it here:
http://aaronkim.wordpress.com/2008/09/18/web-20-expo-ny-customer-service-is-the-new-marketing/
very nice session, to the point, not too many distracting stories, very effective stories (with Zappos, etc.). I blogged about it here:
http://furtivelibrarian.blogspot.com/2008/09/web-20-expo-customer-service-is-new.html
Thanks so much for posting the slides!
I loved this session but I am in Student Affairs in Higher Education so we are all about the Customer Service. I thought there were wonderful examples of going that extra distance and I think This will be the session I'll be "presenting" to our staff when I get back to campus. Good presenter too.... passionate about what he's doing!
Enjoyed this presentation and it's very relevant to both UX and marketing.
You promised this was going to be the best session of the conference -- and it truly was! Your observation about the importance of customer service seems so obvious -- which is why many organizations are missing it. Thanks.
Great session, Lane. I really enjoyed it. For those who missed it, I've posted my notes here: http://whitneyhess.com/blog/2008/09/web-20-expo-ny-lane-beckers-customer-service-is-the-new-marketing/
Strong session! Thanks for the insight on giving up control in order to respond better to our audience/customers.
I enjoyed Lane's preso a lot. It was the first session I attended and there were a ton of takeaways from this. Although, from looking at my notes, I was writing wayyy too fast.
Easily one of the best presentations of the conference, and I shared a recap on my blog http://www.viget.com/engage/web-20-expo-customer-service-is-the-new-marketing/
I really enjoyed this session. practical examples, entertaining delivery, great advice.
Interesting thoughts and helped me rethink some of the topics and directions I've wanted to explore for a while.