The Growing Pains of Social Customer Service (Presentation by Martin Hill-Wilson at the Rise of Social Customer Service)
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Martin Hill-Wilson's slide from our Social Media Week event, The Rise of Social Customer Service
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The Growing Pains of Social Customer Service (Presentation by Martin Hill-Wilson at the Rise of Social Customer Service)
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- 3. UK Social Accounts The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 4. Celebs Rule eDigitalResearch’s Social Media Benchmark July 2012 The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 5. UK Brand Interaction Source: Fishburn Hedges & Echo “The Social Media Customer” May 2012 Poll of 2,000 UK consumers The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
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- 7. 1. The Evolution If you don’t get service right via your traditional channels The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 8. Customers Are Learning Source: UK Consumer Advice Site The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 9. 2. Service Follows Sales • 12 of the top 20 Facebook pages (UK Retailers) are actively selling to followers from the site • Either directly or by pushing users back to product pages on websites eDigitalResearch’s Social Media Benchmark July 2012 The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 10. 3. They Breathe It The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
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- 12. Tweets 54,000 calls about the are London deflected riots from call reduced 999 centre each waiting month via times from social media 41 seconds to 0 seconds 300,000 customers were reached The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 13. Multi-Lingual Help The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 14. Human Chemistry The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
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- 17. NPS score The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
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- 20. Fragmented CX The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 21. Integrated CX The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 22. Resourcing Failures Sky Giff Gaff Eurostar Barclays Chelsea v8 Barca hr outage TrainOnline Banking 24.4.2012 16.3.2012 5.3.2012 30.3.2012 Source: EngagementIndex The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 23. Resourcing Strategy 150 Trained & On Stand By For Emergencies 2,200 Trained & Mentored To Answer 5,000 People Trained Questions Sent To 2,000 People Certified Twelpforce By Dell University The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 24. Brand Corrosion The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 25. The Key Lesson “It is impossible for enterprises to create an exceptional social service experience if they provide a sub-par experience via traditional support channels.“ Paul Greenberg, Author and industry Social CRM expert The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
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- 27. Reputational Risk The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 28. Reputational Risk The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 29. Reputational Risk Approaching the end of the first day, this mass of negative tweets had reached an estimated 1.7 million people. The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 30. Reputational Risk The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 31. Reputational Risk The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 32. Even BAU Is Tough! Source: Brandwatch The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
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- 34. Customer Experience How do social channels need linking with existing channels to unify customer journeys? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 35. Mobility How Does Mobility Change Social Customer Service Expectations ? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 36. Resourcing How is a 24x7 global demand resourced if needed? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 37. Culture Is the more informal style of social interaction at odds with traditional customer service? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 38. Scalability Will our listening strategy cope with increased volume? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 39. Visibility Social Media workflow has little legacy integration, 360º views or reporting. What’s the right infrastructure? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 40. Customer Data Should we be collecting social graph data and social interactions? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 41. Escalation How can we maintain service levels when managing complex cross functional issues? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 42. Learning How do we turn the wealth of real time insight being offered into organisational momentum? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 43. Knowledge How do we effectively share across all channels? The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
- 44. SLAs Source: Conversocial The Growing Pains Of Social Customer Service © Brainfood Consulting Ltd 2011
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