Episode 242 – Convenience is King of Social Customer Care

Socially Supportive: Customer Care the Social Way

A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

Brought to you by:

• The Social Pack: Get on the inside to stay on the topside. Join today!
• ParknFly: Save 10% off Posted Rate Reserve Now
• bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is part of the C-Suite Radio Network

Announcements:

• Catch me on Twitter! @FSaucier

• New Book coming soon: What Customers Want

  “My view is there’s no bad time to innovate.” – Jeff Bezos

Book of the Day: The Amazing Amazon: How Jeff Bezos Built An Insane e-Commerce Empire – Ivan Fernandez

Convenience is King of Customer Experience

• Amazon
  • The Experience
    • Almost anything you want
    • Almost always in stock
    • Free two-day shipping
    • Check out with one click
    • Super easy returns
    • A record of all purchases, most with a “buy it again button”
    • Replenishment notifications
    
    
  • The Result
    • Jeff Bezos is reportedly worth $105.1 Billion, making him the richest person. Ever. According to CNN Tech’s “Jeff Bezos is the Richest Person in History.“
    
    
  
  
• Who Else Does This?
  • Food
    • Grubhub
    • UberEats
    • BlueApron
    
    
  • Rides
    • Uber
    • Lyft
    
    
  • Dry Cleaning Delivery
  • Lawn Care Companies
  • Dog Walkers
  • Errand Runners
  
  
• Does Your Competition Do it?
  • Check them out
  • Buy their products
  
  
• How Can You Do it?
  • See Episode 31 – Journey Mapping
  • See Episode 12 – Strategic Internal Alliances
  
  
• Some Ideas on Providing Convenience
  • Anticipate needs
    • eTrade sent me an email letting me know they heard I moved, so they were going to change my address for me.
    • Call people when their subscription will run out
    • Send reminders for maintenance, etc.
    
    
  • Do it for me
    • Look up my account for me
    • Fill out forms most of the way for me
    • Tell me the important parts
    
    
  • Make it Easy
    • For me to find
    • For me to see
    • For me to understand
    • For me to hear
    
    
  
  

Brought to you by:

• The Social Pack: Get on the inside to stay on the topside. Join today!
• ParknFly: Save 10% off Posted Rate Reserve Now
• bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

Jobs

• Have a job opening? Email [e-mail] and I’ll post it to the site.
• Looking for a spot? Email [e-mail] and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

1. • Is your team doing great work? email [e-mail] and I’ll post it on the site; maybe discuss it on the show.
   • Someone else’s team knocking it out of the park? Want their leader on the show? Email [e-mail] and I’ll ring them up!