Now! How to Delight Your Audience and Hug Your Haters With Realtime Online Service - webinar hosted on October 7, 2015 by Jay Baer (Convince and Convert) and DJ Waldow (Zignal Labs)

1. NOW!
How to Delight Your Audience Using
Real-Time Responsiveness

2. Realtime Rules
• Yes, we’ll record this (UPDATE: Recording did not
work - sorry!)
• Yes, you can ask questions
(in the questions panel)
• Yes, there is a hashtag. It’s #NowWebinar
• Yes, you can win PRIZES for being awesome
@JayBaer @DJWaldow #Now Webinar

3. Jay Baer
• President of
Convince & Convert
• NY Times best-selling author
• Global keynote speaker
• Blogger, podcaster, real-
time devotee
@JayBaer @DJWaldow #Now Webinar

4. DJ Waldow
• Director of Marketing at Zignal
Labs
• Author
• Speaker
• Blogger, (former) podcaster,
realtime devotee
@JayBaer @DJWaldow #Now Webinar

5. About Zignal Labs
• Realtime, cross media, analytics, platform
• Observe trends, opinions and relevant stories the
moment they unfold.
• Efficiently make more-informed decisions
• Immediately take action
• We help you stay ahead of what the world thinks
@JayBaer @DJWaldow #Now Webinar

6. @JayBaer @DJWaldow #Now Webinar
Zignal Enterprise

7. @JayBaer @DJWaldow #Now Webinar
Zignal Command Center

8. @JayBaer @DJWaldow #Now Webinar
Zignal Newsroom

9. Customer Experience Is
the New Marketing
Research from Walker Information says that by 2020,
B2B customers will value customer experience
more than PRICE.
@JayBaer @DJWaldow #Now Webinar

10. Speed Creates Positive
Customer Experiences
The most important element of customer satisfaction
when using telephone support is speed of issue
resolution
@JayBaer @DJWaldow #Now Webinar

11. @JayBaer @DJWaldow #Now Webinar
Most important elements of a good customer experience
Parature, 2014
Getting my
issue resolved
quickly
Getting my issue
resolved in a single
interaction
Not being
passed
from agent
to agent
Polite CSR
Being able to find
answers on my own
41%
26%
12%
3%
Not having
to repeat
myself
or my
issue
7%
11%
Many complainers
feel speedy problem
resolution is critical

12. Lack of Speed Creates Negative
Customer Experiences
• Remarkably, companies are actually getting
SLOWER at responding to email.
• Average response time to a customer email is 44
hours, up 8 hours from 2013.
• When people think their email is ignored, they go to
social media to raise the stakes.
@JayBaer @DJWaldow #Now Webinar

13. Social Media is Flooded with
Customer Questions and Complaints
In the U.K., social media complaints about
business increased 800% between January, 2014
and May, 2015.
@JayBaer @DJWaldow #Now Webinar

14. Will Today’s Young People EVER
Want to Call Customer Service?
@JayBaer @DJWaldow #Now Webinar

15. Answering Online Complaints
Increases Customer Advocacy
• A comprehensive study by Edison Research and
Jay Baer found that answering customer complaints
in social media increases customer advocacy by
20%
• Not answering social media complaints decreases
customer advocacy by 37%!
@JayBaer @DJWaldow #Now Webinar

16. But You Have to Act
FAST!
• Among social media complainers who expect a
response, 40% anticipate a reply within ONE
HOUR.
• The average time it takes business to respond in
social media….5 HOURS.
@JayBaer @DJWaldow #Now Webinar

17. QUIZ
How did Shutterstock respond?

18. Quiz
• Type A, B, or C into the questions box
• Among those with the right answer, one person will
be randomly selected to win…
@JayBaer @DJWaldow #Now Webinar

19. Prizes
@JayBaer @DJWaldow #Now Webinar
+

20. Customer says…
“@Shutterstock. Website is down. down. down.
#itsnotmeitsyou”
@JayBaer @DJWaldow #Now Webinar

21. Shutterstock Says
A. “@toddkron it’s probably a browser issue on your
end. What browser are you using?”
B. No reply
C. “@toddkron #ItsNotYouItsDefinitelyUs And we’re
working on it. Thanks for your patience today, Todd”
@JayBaer @DJWaldow #Now Webinar

22. Shutterstock Says
A. “@toddkron it’s probably a browser issue on your
end. What browser are you using?”
B. No reply
C. “@toddkron #ItsNotYouItsDefinitelyUs And we’re
working on it. Thanks for your patience today, Todd”
@JayBaer @DJWaldow #Now Webinar

23. @JayBaer @DJWaldow #Now Webinar

24. @JayBaer @DJWaldow #Now Webinar

25. @JayBaer @DJWaldow #Now Webinar

26. @JayBaer @DJWaldow #Now Webinar
99 Positive … 1 Negative

27. @JayBaer @DJWaldow #Now Webinar

28. Speed Can Be a
Competitive Differentiator
• KLM Royal Dutch Airlines aims to be the most
responsive airline in the world
• But how they came to embrace realtime is a very
strange tale….
@JayBaer @DJWaldow #Now Webinar

29. @JayBaer @DJWaldow #Now Webinar

30. @JayBaer @DJWaldow #Now Webinar

31. Don’t Eliminate Empathy
in Favor of Speed
• Many social media complainers are already TWICE
disappointed
• Online, customer service is a spectator sport
@JayBaer @DJWaldow #Now Webinar

32. @JayBaer @DJWaldow #Now Webinar

33. To Be Fast Enough (and maintain
empathy) Sometimes You Have to
Be Selective
Spotify blew Scott Stratten’s mind, and won his heart
by going above and beyond in realtime
@JayBaer @DJWaldow #Now Webinar

34. @JayBaer @DJWaldow #Now Webinar

35. @JayBaer @DJWaldow #Now Webinar

36. QUIZ
How did Discover respond?

37. Quiz
• Type A, B, or C into the questions box
• Among those with the right answer, one person will
be randomly selected to win…
@JayBaer @DJWaldow #Now Webinar

38. Prizes
@JayBaer @DJWaldow #Now Webinar
+

39. Customer says…
“Haven’t checked my mail in a few days, and there
are 3 offers for the @Discover card. Persistence, or
lack of coordination?”
@JayBaer @DJWaldow #Now Webinar

40. Discover Says
A. No reply
B. “@RobSpeciale We must be excited to have you
apply! DM w/ your full name & full address if you
would like the mailings to stop. *Amy”
C. “@RobEspeciale BUSTED! So sorry to clog your
email. We’ll remove you ASAP. *Amy”
@JayBaer @DJWaldow #Now Webinar

41. Discover Says
A. No reply
B. “@RobSpeciale We must be excited to have you
apply! DM w/ your full name & full address if you
would like the mailings to stop. *Amy”
C. “@RobEspeciale BUSTED! So sorry to clog your
email. We’ll remove you ASAP. *Amy”
@JayBaer @DJWaldow #Now Webinar

42. Beyond Using Realtime for Customer
Support, There are HUGE
Insights Available
• Customers are using THEIR time to tell you what
they think about YOUR business
• It’s free market research!
@JayBaer @DJWaldow #Now Webinar

43. @JayBaer @DJWaldow #Now Webinar

44. @JayBaer @DJWaldow #Now Webinar
LDWW Group on behalf of its client, the Big 12 Conference

45. @JayBaer @DJWaldow #Now Webinar
LDWW Group on behalf of its client, the Big 12 Conference

46. Customer Service is the
New Marketing
It Requires Speed
It Requires Empathy
It Requires Data
…AND There are Huge Insights
Available to Make You Better
@JayBaer @DJWaldow #Now Webinar

47. Are You Ready For
The Now?
Questions