SlideRocket

Recently I have had a couple of unexpected but delightful phone calls which have left a lasting impact on me.  Let me share the story about one of those calls.

My colleague Mike Courtney from Aperio Insights had recommended that I check out SlideRocket.  I wanted to dramatically upgrade the way I was presenting material via PowerPoint.  My uses for clever PowerPoint presentations that engage and keep the interest of webinar attendees is now paramount.  My webinars schedule is growing!!  And I like sharing content via this communication tool.

So last week-end I signed up for a 30 day FREE trial on SlideRocket and started my education of this service.  There  are a couple of features right off the bat I am thrilled with, like having all my PowerPoint presentations in one place and then being able to easily scan all my pictures.  I watched one of the tutorials on how to use the service and started to “play” with it.

Continuing the word of mouth: on Monday I sent an email to one of my clients about this service wanting to spread my good experiences, thus far.   My client produces online education for their exhibitors and advertisers and I felt they needed to review this service for future webinars.

Blown Away

On Tuesday of this week, I receive a call from David Hershenson, Director of Sales for SlideRocket!!!  He is calling me to see how my experience with the product is coming along.

Now I need to share with you the times I have tried to find support or someone to talk with regarding other products and services I have PURCHASED and had mountains of difficulty navigating that path.  So here I am on Day 4 of a trial and receive a call – well it really rocked my world.

David and I had a great chat.  I gave him a lead for someone else who should know about this product and he provide a direct link for further education on their site.  We now have a relationship established.  If I need something, I know who I can call and that leaves me feeling very comfortable.  So if I have some issues or challenges with the service [operator error, you know] I am one phone call away for assistance.

The Business Loss of Poor Customer Service

Every day it seems there are stories of BAD customer service.  Either we read about it or hear the horrible tales from our friends.  So it was not a surprise when I saw this research brief.  In a recent email from the Center for Media Research, they shared this:

Genesys, with research firm Greenfield Online and Datamonitor/Ovum analysts, measuring the cost of poor customer service in the U.S., found that enterprises in the U.S. lose an estimated $83 billion each year due to defections and abandoned purchases as a direct result of a poor experience. Nearly two-thirds of consumers said they had ended a relationship due to customer service alone. The survey participants said that when they end a relationship, 61% of the time they take their business to a competitor.

Have You Talked to Your Customers Lately??

We all can learn from SlideRocket’s sales playbook and assess the impact of a call during a potential customer’s trial period.  For me, they have won me as a customer and via my word of mouth a whole lot of other customers.

So it leaves me thinking, who do I need to call and check in with them on my services????  What about you?

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