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Slide Notes

"The Thank You Effect" is an example of a small action that prompts meaningful next steps to measurably improve service in any company.

The Thank You Effect - 50 Small Ways To Improve Customer Service

Published on Nov 18, 2015

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PRESENTATION OUTLINE

1.WHEN IN DOUBT, BE NICE.

"The Thank You Effect" is an example of a small action that prompts meaningful next steps to measurably improve service in any company.

2. ALWAYS SAY "THANK YOU"

WHEN YOU RESPOND
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3. SUGGEST A SOLUTION TO THE PROBLEM

IN ADDITION TO ASKING FOR MORE INFORMATION
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4. OFFER ADDITIONAL ASSISTANCE

EMAIL OR CALL BACK.
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5. COMMIT RANDOM ACTS OF WOW.

BE MORE AWESOME.
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6. FOLLOW UP

AND LET THE CUSTOMER KNOW YOU DIDN'T FORGET THEM.
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7. MAKE A LIST OF TOP 10 "CRINGE ITEMS"

TO FIX SOONER RATHER THAN LATER
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8. DROP EVERYTHING

AND FIX THEM.

9. MAKE STANDARD RESPONSES

FOR THE 20% OF THINGS YOU ENCOUNTER 80% OF THE TIME.
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10. REDUCE THE NUMBER OF CLICKS

IT TAKES TO DO SOMETHING GOOD IN YOUR APP.

11. REDUCE DECISION FATIGUE

BY USING MORE CLOSED QUESTIONS.

12. IDENTIFY TOP 10

ARTICLES THAT PEOPLE USE, AND REWRITE THEM.
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13. REVIEW SEARCHES

THAT GET 0 RESULTS. AND FIX THAT.
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14. DEFINE WHAT IT MEANS

TO LOVE THE PRODUCT. AND DO MORE OF THAT.
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15. KNOW THE STAGES

OF THE CUSTOMER LIFECYCLE.

16. TAKE OWNERSHIP

OF THE CUSTOMER AND DON'T LET THEM DOWN.
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17. SHARE WHAT YOU DISCOVER

WITH YOUR PEERS AND THE WORLD.
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18. CATCH PEOPLE

DOING SOMETHING RIGHT.
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19. IDENTIFY KNOWLEDGE GAPS

THAT NEED TO BE FILLED.

20. EXPIRE CONTENT

SO THAT YOU'RE ALWAYS REWRITING.
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21. FIND THE CUSTOMERS

WHO NEED EXTRA ATTENTION, AND DELIVER IT.
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22. CREATE AN ESCALATION PATH

AND UNDERSTAND HOW MANY CASES ARE ESCALATED.
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23. MAKE SOME CUSTOM FIXES

AND MAKE THEM EASY TO FIND LATER.

24. CREATE A SIMPLE WAY

TO FIND A CUSTOMER IN DANGER OF CHURN.
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25. MAINTAIN RELATIONSHIPS

WITH TOP CUSTOMERS.
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26. DEFINE SIMPLE GOALS

THAT EVERYONE CAN MEASURE.
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27. TRY IT FROM THE CUSTOMER'S

POINT OF VIEW.
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28. MASTER THE 2-MINUTE DEMO.

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29. RESPOND FAST.

IF YOU DON'T KNOW, SAY SO.

30. SEND THANK YOU NOTES.

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31. EAT YOUR OWN DOG FOOD

USE YOUR PRODUCT EVERY DAY.
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32. PROVIDE SUPPORT

BY EMAIL, PHONE, OR BAT SIGNAL.
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33. HAVE LOTS OF WAYS

FOR CUSTOMERS TO CONTACT YOU.
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34. GET MORE SLEEP

AND BE SURE TO EAT BREAKFAST.
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35. ASK CUSTOMERS QUESTIONS

LIKE, "WHAT WOULD YOU BUY FOR A FRIEND."

36. STACK RANK YOUR PROJECTS

and limit the amount of active projects to force decisions.
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37. Have a Big Hairy Audacious Goal

AS YOUR NORTH STAR.

38. Build A Bench of Amazing People

WHO HAVE DIVERSE EXPERIENCE AND STRENGTHS.
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39. Share some interesting content

WITH CUSTOMERS EVERY DAY.
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40. Ask customers, employees, and partners

“HOW CAN WE DO BETTER”?
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41. Ask daily or weekly

WHAT’S ONE THING THAT WE SHOULD CHANGE?
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42. Ask daily or weekly

WHAT’S ONE THING WE SHOULD STOP DOING?
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43. Ask daily or weekly

WHAT’S ONE THING WE SHOULD START DOING?
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44. Find other people who care about customers

AND TALK TO THEM.
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45. When in doubt, beg forgiveness

RATHER THAN ASK PERMISSION
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46. hug your dog, your kids

AND/OR YOUR SIGNIFICANT OTHER MORE OFTEN
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47. TAKE MORE WALKS

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48. Spend more time being passionate

ABOUT THE CAUSES AND THINGS YOU LOVE
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49. When you find SOMETHING that helps the customer

WRITE IT DOWN AND SHARE IT.
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50. GO FOR IT

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