Emily Yellin and John Moore DoubleTeam for Stunning General Session
October 13th, 2009
On Tuesday morning, the general session featuring keynote speakers Emily Yellin and John Moore generated non-stop social media activity!
Some of the attendees’ “most valuable lessons learned” came from this session—most notably, the observations about employee loyalty:
- Treat employees well and they will treat customers well.. We all think we do it, but do we? (Emily Yellin)
- “I have yet to find a company that earned high levels of customer loyalty without first earning employee loyalty.” (John Moore)
- Employee loyalty leads to customer loyalty. (John Moore)
- Competitors can replicate products, but they can’t reproduce company culture. (John Moore)
We’ve got a lot of great Twitter takeaways from this session: http://bit.ly/6jf18. Do you have any insights you’d like to add? You can still post them to the comments thread.
Emily Yellin takeaways posted to Twitter:
Compassion. Dignity Empathy… Things you can”t measure in the Contact Center but the hardest to instill.
@officedepot 1 degree of separation. You never know who knows whom when you are speaking to a customer.
“It matters how you make people feel”
99% success rate at @fedex pretty good, right? That equals 65,000 errors/day. They do Contact Center right
Make your top executives be a customer of your company to experience the customer service process.
Emily Yellin endorses Customer Experience Teams.
If customers want to talk to you more because of the delightful experience, is that bad thing? No! embrace it. Listen!
“It’s your nickel brother. Talk fast”
Treat employees well and they will treat customers well.. We all think we do it, but do we?
Use the language of your customers. IVR, CRM, ACD, FCR… Acronyms can deaden your soul.
SOCAP member Beth Thomas-Kim is in her book “Your call is ‘not that’ important to us”.
(note: Beth is interviewed in the book and her name appears 17 times)
43 billion Customer Service calls in the USA per year. 140+ calls for every man, woman and child. Talk about WOM!
Emily Yellin: Make a difference.. What is your Karma Footprint?
Your Karma footprint- the sum total of the toxic emotions you put forth every day. Work on lowering it.
Don’t drown yourself in numbers because you will lose your passion.
John Moore takeaways posted to Twitter:
WOMMA has 2 components: Offline and Online
78% global consumers trust what other consumers recommend.
Typical American takes part in 125 conversations per week about product and services.
Of those 125 conversations, customers mention specific Brands 90 times.
Social media is hot but only 10% of WOM conversations happen online.
Remarkable things get remarked about.
“Bake it, make it or fake it” – Southwest bakes it into every part of the marketing mix.
Don’t pay people to talk about your products in WOMMA. No shilling.
From Tipping Point – broken window theory: visible signs to customer that the company doesn’t care.
Before doing WOM, spend time and money gaining confidence in your business.
A company’s personality is always its best advertising.
“I have yet to find a company that earned high levels of customer loyalty without first earning employee loyalty.”
Great customer service is the #1 way conversations about brands and services are sparked.
The Container Store pays new employees for 160 hrs of training. Employee loyalty leads to customer loyalty.
1 great employee provides same service of 2 or 3 good employees.
Competitors can replicate products, but they can’t reproduce company culture.
Be everywhere your customers are. If they are on Twitter, be on Twitter.
Can’t have a conversation about exeptional Customer Service w/o talking about @zappos. Want employees who love their culture.
@wholefoods most of their tweets are in response to tweets. Not out doing promotions. Are being where their customers are.