Presentation used at a workshop at the Call Centre and Customer Strategy Conference, September 2009. Presents a range of examples of good and bad use of social media in customer service: Zappos, Dell, Virgin Trains, United Airlines.

1. From Twitter to online communities Social media and the impact it has on your customer strategy and the contact centre

2. I just want to get home

4. Is it just me, or does everybody seem to be talking about Twitter…

5. … or Facebook, Flickr, forums and online communities

6. But for all this talk there is little revolutionary

7. It’s not just about doing old things in new ways. It’s about doing completely new things. Things can get much more exciting

8. But let’s take a moment to think about definitions

9. So what is social media? Source: McCann Key Social Platforms Photo Sharing Blogging Video Sharing Micro Blogging Podcasts Message Boards Product Reviews RSS Widgets Social Networking

10. And why should I care? (Let’s do the maths) 83% + = £££

11. Online social networks “ it’s all about me” Online communities “ it’s about us” Social Network or Online Community?

12. A hub and spoke approach Your Brand

13. So why could this work in a customer service business?

14. The role social media can play in customer service May, 2009 “The ROI of Online Customer Service Communities” Forrester report

15. And the value of an online customer service community? May, 2009 “The ROI of Online Customer Service Communities” Forrester report

16. So how do you do it? How do we achieve this?

17. Don’t listen to ‘experts’

18. Look for ideas and try things out

19. The good, the bad and the ugly

20. From $0 to $1bn in eight years. With “no marketing spend”.

22. That’s right. They deal with 100,000 people every day through social media

23. That’s 365 million interactions every year

24. What about in a more traditional industry

25. listening correcting taking action informing we’re human educating offers

26. Richard uses Twitter to give information, to listen and to interact. And to show that he’s human.

27. He also gets other people to do his work for him, spreading the word through their networks.

28. d

29. What to do when your laptop explodes

30. Get your online engagement strategy right

31. Dell now make $3m from a single Twitter account

32. That’s $50 per year from everybody who follows them

33. But what about support?

34. One man has saved Dell $1m a year by answering questions about a CD Rom drive…

35. When social media is used against you

36. Viewed over 6 million times

37. With no response from United

38. Be good (not bad or ugly)

39. But the best thing is just to have a go

40. Time to think…what challenges are you facing right now?

41. So what have you learnt today?