Wondering how to create great customer experiences? One of the top reasons customers leave a company is because their experience with the company is poor. In today's world, that can happen not only on the phone or email but also online. This presentation takes the complicated world of social customer service and shows a simple way to approach integrating social customer service with traditional customer service. Following the 7 steps puts structure around what can be an other wise confusing endeavor.
Being able to have steps for the integration of social and traditional customer care helps professionals understand not only where they are in the adoption curve, but also gives them clear direction what what they are doing well and what would be better if...
The process helps companies to:
• Do more of the right things
• Put structure around what is unstructured
• Benchmark “As Is”
• Create a strategy and plan
• Track the progress
• Gather the right metrics
• Create and sustain a world-class customer experiences.
Take a look - I think it just might be what you are looking for!
@drnatalie
www.DrNatalieNews.com
2. 2
Wondering how to take your take your
social customer experience / customer service
initiatives to the next level?
• Do more of the right things
• Put structure around what is unstructured
• Benchmark “As Is”
• Create a strategy and plan
• Track the progress
• Gather the right metrics
• Create and sustain a world-class customer experience?
3. How do you know when you
are doing the best you can?
Customer Experience Capability Calculator
LISTEN = 100
LEARN = 200
ENGAGE = 300
INTEGRATE = 400
OPTIMIZE = 500
What’s
your
score?
4. We a way
to Bring
THE
CHAOS
TO
ORDER
@drnatalie
5. 5
• Where are we on the Social Media / Customer
Experience Adoption Curve?
• What steps do I take to get to the next level?
• How do I justify these next steps?”
6. Customer
Experience
Assessments
• An objective assessment
• Recommendations
• Short & long term strategic
• Short & long term tactical plan
Determine where you are compared to best
practices & your competitors…
Social
Media
/
Customer
Experience
Capability
Report
You get…
Top
Brand
7. With
your
scorecard,
You’re
ready
to
go
to
the
next
level…
Customer
Experience
Capability
Score
Level
Step
1:
Gather
Insights
by
Monitor
&
Listening
200
Learn
Step
2:
CreaCng
a
Measurement
Program
100
Listen
Step
3:
Finding
Your
Audience
300
Engage
Step
4:
CreaCng
Engaging
Content
200
Learn
Step
5:
Designing
SCcky
InteracCons
200
Learn
Step
6:
Stop
the
PoliCcs;
Gain
Org
Alignment
100
Listen
Step
7:
Iterate
and
Pivot
100
Listen
8. You’ll
be
in
a
leadership
posiCon…
5
• Clear
answers
and
strong
guidance
• A
disCncCve
voice
• A
compeCCve
advantage
9. Step
1:
Gather
Insights
by
Monitor
&
Listening
Step
4:
CreaCng
Engaging
Content
Step
3:
Finding
Your
Audience
Step
5:
Designing
SCcky
InteracCons
Step
6:
Stop
the
PoliCcs;
Gain
Org
Alignment
Step
2:
CreaCng
a
Measurement
Program
Need
a
Strategy
for
Digital
Customer
Experience
/
Customer
Service
9
Based
on
the
UCLA
Course
7
Steps
To
Fast
Track
Success
Step
7:
Iterate
and
Pivot
26. AND
Because the customer:
- Feels heard
- And they are getting what they need and want…
- They have ownership towards a company’s
product / services because they had input into
- Having their voice heard / being acknowledged
drives engagement…
– Increased positive online ratings
– Increased customer loyalty
– Increased customer advocacy
– Increased customer referrals via WOM
– Increased sales
Chalk it up to the “Witness” factor
48. Customer
Experience
Assessments
• An
objecZve
assessment
• RecommendaZons
• Short
&
long
term
strategic
• Short
&
long
term
tacZcal
plan
Determine
where
you
are
compared
to
best
pracZces
&
your
compeZtors…
Social
Media
/
Customer
Experience
Capability
Report
You
get…
Top
Brand
49. With
your
scorecard,
You’re
ready
to
go
to
the
next
level…
Customer
Experience
Capability
Score
Level
Step
1:
Gather
Insights
by
Monitor
&
Listening
200
Learn
Step
2:
CreaCng
a
Measurement
Program
100
Listen
Step
3:
Finding
Your
Audience
300
Engage
Step
4:
CreaCng
Engaging
Content
200
Learn
Step
5:
Designing
SCcky
InteracCons
200
Learn
Step
6:
Stop
the
PoliCcs;
Gain
Org
Alignment
100
Listen
Step
7:
Iterate
and
Pivot
100
Listen
50. You’ll
be
in
a
leadership
posiCon…
5
• Clear
answers
and
strong
guidance
• A
disCncCve
voice
• A
compeCCve
advantage
51. @drnatalie
www.DrNatalieNews.com
@drnatalienformaCon
Call:
310.919.8467
or
310.709.5519
THANK
YOU
And
don’t
forget
to
show
Your
customers
you
care