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The CEO and the Customer Service Center….. BFF’s?

The CEO and the Customer Service Center….. BFF’s?. Presented by Seth McLaughlin International Customer Service Association May 17, 2013. Survey. How many Customer Service Centers leaders report directly into the CEO?. Objective of Today’s Discussion.

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The CEO and the Customer Service Center….. BFF’s?

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  1. The CEO and the Customer Service Center….. BFF’s? Presented by Seth McLaughlin International Customer Service Association May 17, 2013 Springfield Advisors

  2. Survey • How many Customer Service Centers leaders report directly into the CEO? Springfield Advisors

  3. Objective of Today’s Discussion • Change the CEO’s perception of the Customer Service Center • Get the CEO excited about your “voice” Springfield Advisors

  4. What the Typical CEO Cares About • Profits • Profits • And more Profits! How do you get more profit? • Increase revenues • Lower costs Springfield Advisors

  5. What the CEO Thinks About the Customer Service Center • Costs • A lot of people • A lot of office space • A lot of parking spaces • Technology upgrades cost a lot (capital $’s) • The place I send those customer complaints Springfield Advisors

  6. What the CEO is Saying About Customers • “Customer is King/Queen” • “Customers Come First” • “If We Take Care of our Customers…. Everything else Will Take Care of Itself” Springfield Advisors

  7. How is the CEO Spending His/Her Time? • Meetings, meetings, meetings • Travel • Industry events When was the last time your CEO met face-to-face with a customer? Springfield Advisors

  8. Why the CEO is Scared of the Customer • Customer may complain • CEO doesn’t really know how our product or service works • CEO will look stupid Springfield Advisors

  9. Why Does the CEO Need to Pay More Attention to the Customer? • The customer’s voice has gotten so much louder due to Social Media Springfield Advisors

  10. Why the CEO Should Care Deeply About the Customer Service Center • You talk with the customers constantly • You can provide unfilteredfeedback on customer satisfaction • You are the experts on the customers Springfield Advisors

  11. Your New Positioning • “Customer Service is the new Marketing” Springfield Advisors

  12. Repositioning the Customer Service Center What the CEO Thinks Today Your New Positioning Experts on the customer Unfiltered feedback on what is working and what is not working Customers are contacting us 24/7 and using many vehicles Comprehensive database to capture full picture of customer contacts More customer contacts = richer information • Call center • Handle customer complaints • Customer contacts us using 1-800# during regular business hours • One database to log phone calls • Fewer phone calls, fewer complaints Springfield Advisors

  13. Repositioning the Customer Service Center What the CEO Thinks Today Your New Positioning Customer Experts Cost Springfield Advisors

  14. Ideas to gain attention of CEO • Send him/her your weekly customer service reports (e.g. “customer intelligence reports”) • Move from productivity metrics to consumer satisfaction metrics • Invite him/her to your next recognition/awards meeting Springfield Advisors

  15. Friend or Foe? • Head of Marketing • Head of Operations • Chief Financial Officer Springfield Advisors

  16. Next Steps Starting Tomorrow 1) Develop your new brand positioning • Not just handling customer complaints • Experts on the customers • Monitor customer satisfaction - - good and bad • Create your new reports • Put your thoughts on paper • 2) Schedule time with your new friends and present your new brand • CMO • COO • CFO 3) Invite the CEO to your next recognition/awards event Springfield Advisors

  17. Q&A Springfield Advisors

  18. Independent consulting firm with expertise in Marketing, Brand Positioning, Business Strategy and Franchising. • Seth McLaughlin, President • Contact information: • Springfieldadvisors.com • Sethbmclaughlin@gmail.com Springfield Advisors

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