Part of the FutureWorld Social Media Masterclass Series. A quick look at the changing world of customer service. How are expectations changing? What role does social media service play in process-driven organizations?

1. The Social Imperative
Customer Service is Changing
The Social Media MasterClass 2011

2. Customer service is changing…
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4. We love our parents, because
they loved us first!
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5. Lessons from Zappos…
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6. • 10:23 am: I receive flight cancellation email.
• 10:26 am: I call Frequent Flyer customer support desk. I’m not allowed to
speak with an agent. In fact, the automated system notifies me that heavy
call volume dictates they have to hang up, which they promptly do.
• 10:31 am: I tweet my airline letting them know I have a problem.
• 10:36 am: Airline replies, requests I direct message (DM) my flight info.
• 10:42 am: I DM the airline my flight info.
• 10:45 am: Airline replies, confirming receipt of my tweet and flight info.
• 10:50 am: I receive email confirmation of a re-booked flight.
• 12:46 pm: I call Frequent Flyer customer support desk (just to see if
they’re still congested). Still the same heavy traffic message and hang-up.
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7. *escalated into manual process
23 June
No update
7 June
No update
3 June
No update
Project
initiated
offline
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8. What can we learn from this?
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9. Customers are like water. They
follow the path of least resistance!
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10. Processes. People. Technology.
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11. www.futureworld.co.za
Andy Hadfield
@andyhadfield
andy@onebigwidget.com
www.andyhadfield.com
Images, sources and quotes credited in slides/slide
notes where appropriate. All content Copyright
FutureWorld, Andy Hadfield. All Rights Reserved.