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"The Thank You Effect" is an example of a small action that prompts meaningful next steps to measurably improve service in any company.
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The Thank You Effect - 50 Small Ways To Improve Customer Service

Published on Nov 18, 2015

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MORE DECKS TO EXPLORE

PRESENTATION OUTLINE

1.

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.
Photo by Stuck in Customs
2.

2. ALWAYS SAY "THANK YOU"

WHEN YOU RESPOND
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3.

3. SUGGEST A SOLUTION TO THE PROBLEM

IN ADDITION TO ASKING FOR MORE INFORMATION
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4.

4. OFFER ADDITIONAL ASSISTANCE

EMAIL OR CALL BACK.
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5.

5. COMMIT RANDOM ACTS OF WOW.

BE MORE AWESOME.
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6.

6. FOLLOW UP

AND LET THE CUSTOMER KNOW YOU DIDN'T FORGET THEM.
Photo by VinothChandar
7.

7. MAKE A LIST OF TOP 10 "CRINGE ITEMS"

TO FIX SOONER RATHER THAN LATER
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8.

8. DROP EVERYTHING

AND FIX THEM.
Photo by Sergiu Bacioiu
9.

9. MAKE STANDARD RESPONSES

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

10. REDUCE THE NUMBER OF CLICKS

IT TAKES TO DO SOMETHING GOOD IN YOUR APP.
Photo by Steve Snodgrass
11.

11. REDUCE DECISION FATIGUE

BY USING MORE CLOSED QUESTIONS.
Photo by IntangibleArts
12.

12. IDENTIFY TOP 10

ARTICLES THAT PEOPLE USE, AND REWRITE THEM.
Photo by drubuntu
13.

13. REVIEW SEARCHES

THAT GET 0 RESULTS. AND FIX THAT.
Photo by Leo Reynolds
14.

14. DEFINE WHAT IT MEANS

TO LOVE THE PRODUCT. AND DO MORE OF THAT.
Photo by @Doug88888
15.

15. KNOW THE STAGES

OF THE CUSTOMER LIFECYCLE.
Photo by Claudio Cicali
16.

16. TAKE OWNERSHIP

OF THE CUSTOMER AND DON'T LET THEM DOWN.
Photo by Ian Sane
17.

17. SHARE WHAT YOU DISCOVER

WITH YOUR PEERS AND THE WORLD.
Photo by Wonderlane
18.

18. CATCH PEOPLE

DOING SOMETHING RIGHT.
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19.

19. IDENTIFY KNOWLEDGE GAPS

THAT NEED TO BE FILLED.
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20.

20. EXPIRE CONTENT

SO THAT YOU'RE ALWAYS REWRITING.
Photo by Leo Reynolds
21.

21. FIND THE CUSTOMERS

WHO NEED EXTRA ATTENTION, AND DELIVER IT.
Photo by Kris Krug
22.

22. CREATE AN ESCALATION PATH

AND UNDERSTAND HOW MANY CASES ARE ESCALATED.
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23.

23. MAKE SOME CUSTOM FIXES

AND MAKE THEM EASY TO FIND LATER.
Photo by Ed Callow [ torquespeak ]
24.

24. CREATE A SIMPLE WAY

TO FIND A CUSTOMER IN DANGER OF CHURN.
Photo by digitalnoise
25.

25. MAINTAIN RELATIONSHIPS

WITH TOP CUSTOMERS.
Photo by Ari Helminen
26.

26. DEFINE SIMPLE GOALS

THAT EVERYONE CAN MEASURE.
Photo by Leo Reynolds
27.

27. TRY IT FROM THE CUSTOMER'S

POINT OF VIEW.
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28.

28. MASTER THE 2-MINUTE DEMO.

Photo by Kalexanderson
29.

29. RESPOND FAST.

IF YOU DON'T KNOW, SAY SO.
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30.

30. SEND THANK YOU NOTES.

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31.

31. EAT YOUR OWN DOG FOOD

USE YOUR PRODUCT EVERY DAY.
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32.

32. PROVIDE SUPPORT

BY EMAIL, PHONE, OR BAT SIGNAL.
Photo by John Kratz
33.

33. HAVE LOTS OF WAYS

FOR CUSTOMERS TO CONTACT YOU.
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34.

34. GET MORE SLEEP

AND BE SURE TO EAT BREAKFAST.
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35.

35. ASK CUSTOMERS QUESTIONS

LIKE, "WHAT WOULD YOU BUY FOR A FRIEND."
Photo by HPUPhotogStudent
36.

36. STACK RANK YOUR PROJECTS

and limit the amount of active projects to force decisions.
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37.

37. Have a Big Hairy Audacious Goal

AS YOUR NORTH STAR.
Photo by NASA's Marshall Space Flight Center
38.

38. Build A Bench of Amazing People

WHO HAVE DIVERSE EXPERIENCE AND STRENGTHS.
Photo by KellyCDB
39.

39. Share some interesting content

WITH CUSTOMERS EVERY DAY.
Photo by Claudio.Ar
40.

40. Ask customers, employees, and partners

“HOW CAN WE DO BETTER”?
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41.

41. Ask daily or weekly

WHAT’S ONE THING THAT WE SHOULD CHANGE?
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42.

42. Ask daily or weekly

WHAT’S ONE THING WE SHOULD STOP DOING?
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43.

43. Ask daily or weekly

WHAT’S ONE THING WE SHOULD START DOING?
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44.

44. Find other people who care about customers

AND TALK TO THEM.
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45.

45. When in doubt, beg forgiveness

RATHER THAN ASK PERMISSION
Photo by VinothChandar
46.

46. hug your dog, your kids

AND/OR YOUR SIGNIFICANT OTHER MORE OFTEN
Photo by Kalexanderson
47.

47. TAKE MORE WALKS

Photo by @Doug88888
48.

48. Spend more time being passionate

ABOUT THE CAUSES AND THINGS YOU LOVE
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49.

49. When you find SOMETHING that helps the customer

WRITE IT DOWN AND SHARE IT.
Photo by bengrey
50.

50. GO FOR IT

Photo by HckySo

Greg Meyer

gregmeyer.com