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Proactive customer service online

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Leigh George, PhD
Leigh George, PhD

Leigh George, PhD, Director of Branding and Digital Strategy at R2integrated, discusses the power of incorporating proactive customer service in your social media strategy.

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Building Brand Advocates
The 365 degree brand Source Consilium All Rights Reserved. Copyright 2012 @leighgeorge
Ace Hotel Photo Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge
Ace Hotel Photo Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge
Don’t Sell – Offer Value Photo Credit seedmagazine.com All Rights Reserved. Copyright 2012 @leighgeorge
Social media empowers customers Photo Credit butterflypublisher.com All Rights Reserved. Copyright 2012 @leighgeorge
Use the social web to inspire advocates Source twitter.com All Rights Reserved. Copyright 2012 @leighgeorge
Social Proof Brand advocates write more than twice as many communications about brands as the average web user. More likely to share a great experience about a product. 50% Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorge MORE LIKELY to influence a purchase 75%
Create positive experiences Source Instagram All Rights Reserved. Copyright 2012 @leighgeorge
Build relationships All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
Convenience All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
Personalization All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
Transparency All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
Monitor conversations Social customers will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience. All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer
Be proactive in your response All Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter
Set expectations for responsiveness “Just over half of Facebook users and more than 8 in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less” All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer
The business case for a service culture Photo Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge
Contact Me: Leigh George, PhD, Director, Digital and Brand Strategy lgeorge@r2integrated.com http://www.linkedin.com/in/leighgeorge @leighgeorge Questions? All Rights Reserved. Copyright 2012 @leighgeorge

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Proactive customer service online

  • 2. The 365 degree brand Source Consilium All Rights Reserved. Copyright 2012 @leighgeorge
  • 3. Ace Hotel Photo Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge
  • 4. Ace Hotel Photo Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge
  • 5. Don’t Sell – Offer Value Photo Credit seedmagazine.com All Rights Reserved. Copyright 2012 @leighgeorge
  • 6. Social media empowers customers Photo Credit butterflypublisher.com All Rights Reserved. Copyright 2012 @leighgeorge
  • 7. Use the social web to inspire advocates Source twitter.com All Rights Reserved. Copyright 2012 @leighgeorge
  • 8. Social Proof Brand advocates write more than twice as many communications about brands as the average web user. More likely to share a great experience about a product. 50% Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorge MORE LIKELY to influence a purchase 75%
  • 9. Create positive experiences Source Instagram All Rights Reserved. Copyright 2012 @leighgeorge
  • 10. Build relationships All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
  • 11. Convenience All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
  • 12. Personalization All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
  • 13. Transparency All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
  • 14. Monitor conversations Social customers will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience. All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer
  • 15. Be proactive in your response All Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter
  • 16. Set expectations for responsiveness “Just over half of Facebook users and more than 8 in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less” All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer
  • 17. The business case for a service culture Photo Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge
  • 18. Contact Me: Leigh George, PhD, Director, Digital and Brand Strategy lgeorge@r2integrated.com http://www.linkedin.com/in/leighgeorge @leighgeorge Questions? All Rights Reserved. Copyright 2012 @leighgeorge