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Delivering Un-carrier results in social support, presented by Michelle Mattson

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In her Brands-Only Summit presentation, T-Mobile’s Michelle Mattson explains how their social customer support team (T-Force) has evolved in the social media space over the past two years.

She talks about their bold new Un-carrier movement, the social listening tools they use, and their partners across the organization that have helped them become the number one socially devoted brand on Facebook.

Veröffentlicht in: Soziale Medien
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Delivering Un-carrier results in social support, presented by Michelle Mattson

  1. 1. Delivering Un-carrier results in social support MICHELLE MATTSON TMOBILE OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014
  2. 2. Delivering Un-carrier Results in Social Support Michelle Mattson
  3. 3. 38,000 Employees 70,000 Points of distribution 50,000,000 Customers 6 Unique Brands 17 U.S. Call Centers 19 International Call Centers America’s Un-carrier
  4. 4. CONSUMER REVOLUTION
  5. 5. AMERICA’S FASTEST GROWING WIRELESS COMPANY
  6. 6. # 1 IN CUSTOMER SERVICE
  7. 7. WE ARE A SOCIAL COMPANY
  8. 8. +927% social growth +616% social connections 10
  9. 9. March 26 Un-carrier 1.0: Simple Choice iPhone Launch Announced 913% Increase in social activity
  10. 10. 202% Increase in social activity Introducing July 10 Un-carrier 2.0: JUMP! Launch March 26
  11. 11. 139% Increase in social activity The world is your network March 26 July 10 at no extra charge. October 10 Un-carrier 3.0: International Roaming
  12. 12. 102% Increase in social activity Free data for life while on T-Mobile’s network. March 26 July 10 October 10 October 23 Un-carrier 3.0 Part 2: Tables Un-leashed
  13. 13. 318% Increase in social activity March 26 July 10 October 10 2014 January 6 Un-carrier 4: Tables Un-leashed October 23
  14. 14. 297% Increase in social activity March 26 July 10 October 10 October 23 January 6 February 2 2014 Super Bowl Ads
  15. 15. 106% Increase in social activity March 26 July 10 October 10 October 23 January 6 February 2 April 13 Samsung Galaxy S 5 2014
  16. 16. 241% Increase in social activity June 18 March 26 July 10 October 10 October 23 January 6 February 2 Un-carrier 5 6: Test Drive Music Freedom 2014
  17. 17. 213% Increase in social activity July 31 JDP Winner # 1 J.D. Power WIRELESS CUSTOMER CARE March 26 July 10 October 10 October 23 January 6 February 2 April 13 2014
  18. 18. 233% Increase in social activity September 10 Un-carrier 7: Wi-Fi Un-leashed July 10 October 10 October 23 January 6 February 2 April 13 June 18 2014
  19. 19. Home Grown Solution Quarterly Social Connections 2012 2013 2014
  20. 20. Our Tools § Increased Productivity § Streamlined Conversations § Enhanced Reporting
  21. 21. 60% Faster time to connect +300% Social volume
  22. 22. BlackBerry Switch Campaign Advantage Program Changes 5% 37% Positive Sentiment Negative Sentiment Positive Sentiment Neg2ativ0e S%entim ent 7% 20% 8% Negative Sentiment Positive Sentiment Positive Sentiment 33% 5% Negative Sentiment
  23. 23. Our Partners T-Force PR Vendors Executives MP Legal Marketing Business Intelligence
  24. 24. 90% Call Deflection 90% Resolution Rate T-Force Social Support Team #1 Socially Devoted Brand on Facebook +41,000 Connections per Month #1 overall in JD Power benchmark for social engagement
  25. 25. BE A CUSTOMER-CENTRIC ORGANIZATION KNOW THE CONVERSATION UNDERSTAND THE CUSTOMER EXPERIENCE WIN IN EXPERIENCE AND SERVICE BLUEPRINT FOR SUCCESS
  26. 26. Thank You Michelle Mattson, Senior Manager T-Force @MM_Mattson
  27. 27. Learn more about past and upcoming events SOCIALMEDIA.ORG/EVENTS OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014

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