For the GasPedal Supergenius Word-of-Mouth Conference, December 16, 2009.

1. So you’ve
got these
customers

2. And
you want
them to:

3. Love you
http://www.flickr.com/photos/gi/

4. http://www.flickr.com/photos/andresrueda/
Buy from you

5. Tell their
friends all
about you
http://www.flickr.com/photos/pricklebush/

6. And you’ve
got this
community
http://www.flickr.com/photos/akc77/

7. And you’ve
got this
community
http://www.flickr.com/photos/akc77/

8. Can it do
this for you?
It can.

9. things to
remember:

10. 1
ONE
This isn’t
customer
avoidance

11. Outsourcing
Call Centers
“FAQs”

12. http://www.flickr.com/photos/claudio_ar/
This is
customer
avoidance

13. Focusing on
time-per-call

14. leads to this

15. friction-free

16. 2
TWO
Customer
service is
marketing

17. When Community meets
Customer Service
Product Ideation Immersive Testing Launch Customer Service
New Products, Buyers, Features, Buzz, Promotion, Problems, Questions,
New Uses Pricing, Service Marketing Ideas

18. When Community meets
Customer Service
Customer Service Product Ideation Immersive Testing Launch
Problems, Questions, New Products, Buyers, Features, Buzz, Promotion,
Ideas New Uses Pricing, Service Marketing
Social Effects

19. 3
THREE
Public is
different than
private

20. Every
business
needs a lobby

21. The
concierge
model

22. How to
Inspire
http://www.flickr.com/photos/kendrick/

23. Word of
Mouth
http://www.flickr.com/photos/kendrick/

24. Through
Customer
Service
http://www.flickr.com/photos/kendrick/

25. http://www.flickr.com/photos/13522901@N00/
In
easy steps:

26. 1
ONE
Know your
special purpose

29. Breeding
trust

30. 2
TWO
Set some
rules

34. 3
THREE
Set clear
expectations

35. Consistency
in response

36. Evolve your
policy as your
community
grows

37. Respond
quickly
(but only if there’s no
malice in your heart)

38. 4
FOUR
Cast a wide
net

39. Weave
conversation
throughout

40. Not just a
tab on your
site

44. Everybody
in the pool

45. 5
FIVE
Create
productive
outcomes

48. http://www.flickr.com/photos/thomashawk/
Learn to say
you’re sorry

49. Relax and
reframe

50. 6
SIX
Make it
personal

51. Discourage
Anonymity

53. Use your
real name
and voice.
http://www.flickr.com/photos/cunisdiabolis/

54. http://www.flickr.com/photos/kishorephotography/
Be human.

55. Lane Becker
lane@getsatisfaction.com
@monstro
http://getsatisfaction.com/
http://slideshare.net/monstro
http://www.flickr.com/photos/blackbeltjones/