January 2010
Intermediate to advanced
304 pages
7h 46m
English
Content preview from Flip the Funnel: How to Use Existing Customers to Gain New Ones
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
THIS IS NOT YOUR GRANDFATHER’S CUSTOMER SERVICE
It seems that the very nature of customer service has been wholly transformed with technology at the core. While being able to call a personal Steinway customer-service agent is terrific, wouldn’t it be better if an iPhone application helped you self-tune your piano?
Nationwide Insurance does just that with an app that leads consumers who need to document an accident through an interactive walk-through and step-by-step guide. Although any consumer can complete the process—which allows input of accident and driver details, uses the gadget’s ability to locate itself via GPS, and takes photos of the accident (Figure 10.3)—Nationwide customers can hit a button and submit the claim THERE and THEN. Now THAT’S progressive!
Off the bat, there are several key differences—or new ideas—that distance themselves from older versions of customer service, to form an entirely new paradigm:
Figure 10.3 Nationwide’s iPhone App
Source: © Nationwide Insurance. All rights reserved.
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