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Secrets of The Concierge: Customer Service & Conversation

I’ve become addicted to Slideshare. I like this (the Slideshare, below), though I think the title doesn’t do it justice (‘Customer Service is the new Marketing’).

I particularly like ‘The Secrets of The Concierge’, which you can find on Slide 21. They are:

  1. Put conversations at the centre of your business
  2. Reduce your sphere of control to increase sphere of influence
  3. Smash the silos

3. is now a cliche (though true). And the Cluetrain Manifesto taught us 1. ten years ago. I find 2. the most potent message at the moment. Anyway, here’s the slideshare:

[slideshare id=372622&doc=csitnm-1-1209150783625237-8]

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