Incorporating Customer Service Into Your Social Communications Strategy
•
1 gefällt mir•794 views
This presentation/workshop was intended to be delivered at the Social Media Strategies Summit 2014 in Las Vegas. Unfortunately snow grounded the flight out to Vegas and instead we had to cancel this workshop. Organizations looking to add social customer service into their mix should take a look at these slides.
Empfohlen
Empfohlen
Weitere ähnliche Inhalte
Andere mochten auch
Andere mochten auch (20)
Ähnlich wie Incorporating Customer Service Into Your Social Communications Strategy
Ähnlich wie Incorporating Customer Service Into Your Social Communications Strategy (20)
Kürzlich hochgeladen
Kürzlich hochgeladen (20)
Incorporating Customer Service Into Your Social Communications Strategy
- 1. Incorporating Customer Service Into Your Social Strategy
- 2. 215-948-2012 TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 3. Jeff Gibbard President & Chief Strategist at True Voice Media Speaker, Blogger & Coach @jgibbard google.com/+JeffGibbard linkedin.com/in/jgibbard jeff@truevoicemedia.com TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 4. TRUE VOICE MEDIA The Social Business Agency www.truevoicemedia.com 215.948.2012 @truevoicemedia #SMSS2014 TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 5. RULES Interrupt me Don’t fall asleep Tweet everything I say Tweet about how handsome I am Stay off Facebook Stay off email Call your mother (she worries) Shout out to @marcusnelson
- 6. I talk, you interrupt break time AGENDA Workshop
- 7. Resources Slides, Links and Tools Mentioned truevoicemedia.com/notes TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 8. Let’s Dive In True Voice Media // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 9. Clearing Up The B2B -vs- B2C Issue TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 10. “This Doesn’t Apply To My Business” TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 11. B2B -vs- B2C ★ Use the internet to find information ★ Rely on friends, family and peers for advice ★ Have questions, have needs ★ Want their questions answered ★ Want problems fixed TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 12. Customer Service Applies To ALL Businesses TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 13. What Is Social Customer Service? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 14. Getting The Customer What They NEED, Empowered By Social Tools TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 15. Be Helpful TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 16. Build Relationships With Your Customers TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 17. Customer Service Isn’t Just About Tweeting TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 18. Social Customer Service ★ Twitter, Facebook, Google+, Email, etc ★ Support Forums ★ YouTube Videos ★ Manuals and Technical Descriptions ★ eBooks, PDFs, and Whitepapers TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 19. The Customer Service Imperative TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 20. The Customer Service Imperative why? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 21. The Consumer Is Changing TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 22. Internet Adoption & Social Media TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 23. 72% of Online Adults are non-users users Social Networking Site Users
- 24. How that breaks down by age 89% 78% 60% 43% 18-29 30-49 50-64 65+ TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 25. Mobile TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 26. Connection Is Right At Our Fingertips
- 27. Information Is Right At Our Fingertips
- 28. It’s Part Of Our Everyday Lives
- 29. Customers Don’t Use Phones Anymore, They Are Armed With One TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 30. Behavior TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 31. A Fun Experiment TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 32. What Would You Do? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 33. ...and Be HONEST
- 34. If An Airline Cancels Your Flight While You Are On The Runway? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 35. If You Order Delivery, And There’s A Bug In Your Salad? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 36. If You Buy A Product On Amazon, When It Arrives, It’s Different Than The Picture TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 37. If You’ve Wasted An Entire Day, Waiting For The Cable Guy ...Never Shows. TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 38. If You Go See A Movie That You Were Really Excited About...It Sucks! TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 39. But Let Me Ask You This TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 40. Is There ANYTHING That Could Make These Scenarios Right? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 41. The Airline Could Help You Book A New Flight TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 42. The Restaurant Could Credit You Immediately And Send A New Salad TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 43. The Product Manufacturer Could Send A Replacement TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 44. The Cable Company Could Give You A Free Month Of Cable TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 45. The Theater Could Give You Free Passes TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 46. How Would That Change Your Reaction? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 47. Boo! Hooray! Twice As Likely To Talk About Bad Customer Service TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 48. Sentiment Shift 51% 22% Posted a positive comment Positive reactions after getting a response TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 49. Expectations TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 50. According to the Lithium research, 74% of customers believe that if they take to social media to criticize a brand, this leads to better service. TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 51. 42% Expect A Response Within 60 Minutes TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 52. What Makes Them Leave? 78% of consumers have abandoned a transaction due to bad customer service TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 53. What Makes Them Leave? 89% of consumers have reportedly stopped doing business with companies because of bad customer service TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 54. What Makes Them Stay? 55% Easily find info or help needed TRUE VOICE MEDIA 73% Friendly customer service representative // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 55. What Makes Them Stay? Personalized Experience TRUE VOICE MEDIA 36% // www.truevoicemedia.com 33% // Good Reputation twitter: @truevoicemedia // 215-948-2012
- 56. To recap, your customer... ★ Will ★ Is go online more likely to complain than promote ★ Expects ★ Will a fast response leave, possibly forever, over bad customer service ★ Will stay if you’re friendly, and provide help, personalized experience and have a good reputation. TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 57. What you probably need to do: ★ Be online ★ Listen for and address complaints ★ Provide ★ Give a fast response great customer service ★ Be friendly, provide help and a personalized experience. Manage your reputation. TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 58. But WAIT There’s MORE TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 59. “What’s In It For ME?” TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 60. Good Customer Service... ★ Can reduce customer service costs ★ Can increase customer loyalty ★ Can open new sales opportunities ★ Can improve products and services TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 61. The Art Of ”Doing It Right” TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 62. Six Aspects Of Excellent Social Customer Service ★ Speed ★ Personality ★ Ownership ★ Listening ★ Specificity ★ Personalization TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 63. The Three Enabling Factors Culture Technology Process
- 64. The Three Enabling Factors Things fall through the cracks Culture Technology Process
- 65. The Three Enabling Factors Things fall through the cracks Culture Technology “Good in theory” Process
- 66. The Three Enabling Factors Things fall through the cracks Culture Technology Slooooow & Buggy “Good in theory” Process
- 68. TRUE VOICE MEDIA Break Time! // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 69. Workshop Time! TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 70. What you’ll need before we start ★A computer, or tablet; or ★A pen and paper. TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 71. Get To Work! TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 72. Key Takeaways ★ There is a Social Customer Service Imperative ★ You’ll need harmony between: Culture, Technology and Process ★ Master the Six Aspects: Speed, Personality, Ownership, Listening, Specificity, Personalization TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 73. Data Sources Cited http://econsultancy.com/blog/63750-72-of-customers-expect-complaints-on-twitter-to-beanswered-in-one-hour http://www.convinceandconvert.com/the-social-habit/42-percent-of-consumers-complaining-insocial-media-expect-60-minute-response-time/ http://sproutsocial.com/insights/customer-service-response-time/ http://www.pewinternet.org/ http://BLS.gov http://USAtoday.com TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
- 74. THANK YOU! Jeff Gibbard President & Chief Strategist at True Voice Media Speaker, Blogger & Coach Go here, to find me everywhere: www.jeffgibbard.com TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012