This document discusses how customer expectations have changed in the digital age. Customers now expect to be able to access companies and get support through social media at any time. A survey found that over 50% of customers expect a same-day response to issues raised on social media, and over 80% expect a response within two hours. The document argues that companies must adapt to these new expectations by staffing social media teams, monitoring social platforms, and responding to customer feedback quickly across different channels in order to avoid the "Risk Of Ignoring" customers online.

1. Welcome to the
“age of the customer”

2. “In the world of Internet Customer Service, it’s
important to remember your competitor is only
one mouse click away.” - Doug Warner

3. YOU… are in charge!

4. Changing Customers’ Behavior
EXPERIENCE SOCIAL MEDIA LESS ADVICE COMPARISON EMPOWERED

5. Paradigm shift
brands
customers
customers
brands

6. Remember when everyone watched the same TV show at the same
time?
Or when everyone did their banking between 9:00 am and 3:00
pm?
“I’m sorry, please call during during normal office hours.”

7. Customers expect to access your company at anytime…

9. “The number of social media messages (requiring answers)
customers sent to brands has increased by 77% since 2013”
Sprout Social

11. You don’t believe it?
Twitter: @mpace101
If you want a
sense of where
the world’s
media habits are
headed, it makes
sense to watch
what kids are
doing.
More than ½ of
the world’s
population is
under 30… which
means they don’t
know life before
the internet.

12. “Social media has been added to the list of consumer expectations for access to live
support. Consumers expect more than marketing and promotions at social media sites;
they want direct access to product experts and service representatives.” - Oracle
Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East,
China), 18 years or older.

13. Customers’ expectations
51% expect same-day, 29% <2 hours response!
Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East,
China), 18 years or older.

14. Customers’ expectations
81% expect same-day, 53% <2 hours response!
Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East, China),
18 years or older.

15. So when you act

18. and when you don’t…

21. Old thinking
+
New Technology
=
ROI
(Risk Of Ignoring)

23. So, what should you do?
• Have social media in house,
• Hire and train the right talents,
• Make sure the customer service team is connected to
the call center team, to the PR team, and to the
Marketing team.

24. So, what should you do?
• Invest in the right tools,
• Monitor and listen,
• Document, measure, and review progress,
• Be flexible, change, and refine as social media evolves.

25. So, what should you do?
• Be sincere and transparent,
• Respond as soon as possible, to all feedback — good, bad or
indifferent,
• Know when to respond individually, and when to respond
publicly,
• Know when it’s time to move the conversation to a private
forum,
• Have a contingency plan.

27. YOU decide…

28. Thank You!