1. Managing the Needs of the
Facebook Consumer – Social
Media meets Customer Care
Niall Devitt
19th
June 2014

2. What is Social Customer Service?

3. What is Social Media?
“Social Media is a catch-all
term used to describe the
tools and technologies that
facilitate social interaction
over the internet”.

4. What is Social Customer
Service?
“Social customer service is a
measured and process driven
social framework to enable
companies to monitor and manage
conversations around their brand
and products in a productive and
efficient manner.”.

5. Opportunity? Up to you!
"Social media is either a time-
wasting, wool-gathering, yak-
shaving waste of effort or, perhaps,
just maybe, it’s a crack in the wall
between you and the rest of the
world. It’s a choice... up to you.”
Seth Godin

6. The Social Customer

7. Forget Dialogue…it’s
“Trialogue”

8. Social Customer Wants?

9. Social Customer Service
42 % of Consumers Complaining on Social Media Expect
60 Minute Response Time
Study by Edison Research 2012

10. Social Customer Service
“Organisations that
refuse to communicate
with customers by
social media will face
the same level of
wrath from customers
as those that ignore
today's basic
expectation that they
will respond to emails
and phone calls.”
Gartner Inc.

11. Social Customer Care Case Studies

12. BT – Social Customer Service

13. KLM – Social Customer
Service

14. Measuring Success
& Sentiment

15. Be Proactive – many conversations about your
brand and your industry may not be directed to
you. You have to find them.
Listen!
•Identify “Influencers” in your industry.
•Monitor brand sentiment.
•Find new customers.
•Identify and engage with unhappy customers.
•Find out what customers want.
•Benchmark with your competition
Listen & Benchmark

16. “The nobodies are the new somebodies”
Guy Kawasaki - Founding partner at Garage Technology Ventures. Former Chief Evangelist of Apple

17. The host of Fox Televisions Shelly Palmer Digital Living had
written a blog detailing his encounter with Californian
tollbooths. Palmer was less than happy with the encounter
and his written description via his blog soon went viral on
the online social channels.
http://www.shellypalmer.com/about/
Listen to Customer
Conversations

18. May 2014
Best SCS – Facebook

19. Listening tools

20. Future Trends

21. 5 Future Trends
• Video continues to
evolve
• Unique “Rich” content
becomes vital
• Social Advertising
becomes more powerful
• “Private” Social Networks
thrive
• The Age of Advocacy
arrives

22. THANK YOU
Tweet us @AhainGroup
ahaingroup.com