The secret of success

1. Łukasz Szymański, Project & PR Manager, Ideo Sp. zo.o. The secret of success - fulfill their dreams...

2. The bad news is that our customers hate us. The good news is that there’s much less of them than it used to be. Software House & Interactive Agency

3. Branson in "Like a Virgin" reminds us that high quality customer service is one area where you can make your business prosper and "blow away the competition." Software House & Interactive Agency

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6. One level above crap „Since we have so low customer service expectations, the speed of the case is so easy to subscribe in the mind of the customer, make a positive impression on it, surprising response speed and loyalty. Just one level higher than normal-shit.” Software House & Interactive Agency

7. Good service attracts • 40% of customers will buy a competitive product • becauseof excellent service • 55% of customers prefer to recommend the company • for excellent service than, for example, a low price • 85% of customers are ready to pay up to 25% more • for guaranteeingproper service Software House & Interactive Agency Source: Fly on thecloud

8. Evilrepels • 82% of customers stop buying • becauseof poor service • 95% of Clients will take various actions • dueto poor service: • 85% warns the company • 55% want to unloadanger • 24% have checked what the company has done Software House & Interactive Agency Source: Fly on thecloud

9. Why we are looking for another Contact the rude employee Unexpectedcosts and expenses Poor product or service quality Lack of information when we need it Software House & Interactive Agency Source: Fly on thecloud

10. Where are we looking for it? • Firmsspend $ 214 billion • on advertising worth 4% for people • 83% of customers believe more strongly in recommendations • from people they know (family, friends, friends) Software House & Interactive Agency Source: Fly on thecloud

11. Meetyourdreams–solvetheirproblems • You have to be where they are • To approach them when they need it unless • you want to say something very important • Make their needs meet, solve their problems With good service sales will come by itself Software House & Interactive Agency

12. We are accustomed to accessing the internet, easycontact with others We can say that we are demanding these contacts. Also from companies with which we "cooperate" Software House & Interactive Agency

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14. We used to create a shop ... • iPartssells spare parts for cars. • For all cars. Currently over 100 brands. • Each brand has X models. • Each model has Y spare parts • Each part can be in Z variants 100 * X * Y * Z = over2mlnproducts Software House & Interactive Agency

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16. Not necessarily… • iParts based on the "just in time" • Reducedrisk of "unsold" • Minimize"frozen" means • Thereisanotherthreat ... Software House & Interactive Agency

17. Suppliers • Dozens of regularsuppliers • Several suppliers of the product (default) • They only supply "sold" products • Bookingdirectly in supplier systems • Price and deliveryguarantee • Product Catalog - TecDocintegration (webservice, DVD) • Replacementproducts • Delivery to the warehouse or to the customer Software House & Interactive Agency

18. What does the customer see? • Full information about the selected product(verification on everycall) • Itemavailability • Delivery time • Finalprice • Full description • Product feedback • Availablealternatives • Changes? Continuous updating and information Software House & Interactive Agency

19. We started from scratch a few years ago Around5,000 customers per month makea purchase Software House & Interactive Agency

20. We started from scratch a few years ago „ ... according to the prestigious and independent rankings of Money.pl, GazetaWyborcza, Wyborcza.biz, we are the shop with parts number 1 in the country. As the only representatives of our industry, we are at the forefront of the largest and most popular e-commerce companies in the Internet Standard and Gemius ... „ Software House & Interactive Agency

21. Whatwouldhappenif ... Software House & Interactive Agency

22. Integrationand analysis • True BIGData • Order history (iParts and suppliers) and predicting "hills" • Weathervariability of orders • Website traffic analysis and product recommendation • Analysis of traffic on the Internet - we know what you are interested in and we advise you • We know your story (your car) - traffic and sales (iParts.pl and internet) • We know when you are looking for spare parts and related products • Internet of Things-replace the bulb because it burns for3… 2…1… Software House & Interactive Agency

23. Sheburned… He knows what is the average life span of these particular light bulbs, and he informs you that he is approaching the wrong time soon enough… Suggests that it is worth buying a new one, and if I exchange too often – he says that he should visit the service and check the installation. He makes a visit, so you do not wait in line. Software House & Interactive Agency

24. Predictingthe future? I know how much I ride and under what conditions. So he says that for example in a month I should think about exchanging something, and in three months something else. In half a year I have a review, and anyway it is in the next year waiting for me ... Tells where and keeps updating information about the nearest service recommended by my friends. One click and I have an appointment that he will remind me of soon enough. Software House & Interactive Agency

25. f „Can a complaint be filed in any store, or only in the place where the shoes were bought?" Please contact us via the "Ask us" tab. What is it for youFB? So that I can answer you. Software House & Interactive Agency

26. Communication • Message Center • You will find our every product. Everywhere (in store, in app, in banner, in search engines) • You are booking a romantic dinner, and in your car you will find a rocker ... will you come? • You ride on summer tires and it is slippery. Slow Display in the car, smartphone, smartwatch, our portal or any other, contextual advertising, in the mail, refrigerator … At any time, I can turn off reminders in any of them. Software House & Interactive Agency

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28. More and more companies are choosing to use IT tools This speeds up the execution of business processes and customer service, but also reduces the costs involved. As a result, it contributes to the increase in profits. But will "machines" think for you? Software House & Interactive Agency

29. What will you teach them? • We want to best serve our customers, so we design a "great" solution. • We want it to be fun and to make customers happy to use it. After all, we implement them. • Who do we most often ask for feedback? • We know very well how this works • Traders will gladly tell you how to do it, because they have the best contact with the customer • The president of course knows best Software House & Interactive Agency

30. Did not it happen to you that your customer would be happy to complain? You will be reminded of all mistakes and shortcomings that you made The same will tell you what else you should do Software House & Interactive Agency

31. Commonsenseprinciples Make only those actions that are justified business Software House & Interactive Agency

32. The greatestmystery Smile You do not do this for punishment

33. l.szymanski@ideo.pl 500 067606 Software House & Interactive Agency