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  • Just Sins usually have to do with how you treat others, so do the sins of social media.
  • http://www.escapistmagazine.com/news/view/114961-UPDATE-Penny-Arcade-Smacks-Down-Shady-PR-Dude
  • http://www.escapistmagazine.com/articles/view/editorials/editors_note/8953-Open-Letter-to-Duke-Nukem-PR
  • http://consumerist.com/2012/06/write-a-blog-post-about-pricey-gym-get-accused-of-stealing.html
  • http://www.unmarketing.com/2012/01/10/worst-use-of-social-media-of-2012-boners-bbq/
  • http://www.lifehack.org/articles/communication/7-steps-for-resolving-customer-complaints.html
  • http://customerservicemanager.com/customer-service-facts.htm- 68% of customer defection takes place because customers feel poorly treated. Source: TARP - It can cost five times more to buy new customers than retain existing ones. Source: TARP- 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years.- Why customers quit: 1% die3% move away68% quit because of an attitude of indifference towards the customer by the staff.14 % are dissatisfied with the product.9% leave because of competitive reasons.Source: How to win customers and keep them for life (2000) – Michael Leboeuf- For every customer who bothers to complain, 26 other customers remain silent. Source: Lee Resource Inc- It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc- The average "wronged customer" will tell 8-l6 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc- 91% of unhappy customers will not willingly do business with you again. Source: Lee Resource Inc- 70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc- 95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc- Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. Source: NOP- 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown- 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC.- A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem. Source: the White House Office of Consumer Affairs, Washington, DC.- Happy customers who have their problems resolved will tell 4-6 people about their positive experience. Source: the White House Office of Consumer Affairs, Washington, DC.- It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC.- Customer loyalty can be worth up to 10 times as much as a single purchase. Source: the White House Office of Consumer Affairs, Washington, DC.- It costs 6 times more to attract a new customer than it does to keep an old one. Source: “Understanding Customers” by Ruby Newell-Legner- Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: “Understanding Customers” by Ruby Newell-Legner- A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Source: “Understanding Customers” by Ruby Newell-Legner- 13% of the people who have service problems tell 20 others. Source: “Understanding Customers” by Ruby Newell-Legner- It takes 12 positive service incidents to make up for one negative incident. Source: “Understanding Customers” by Ruby Newell-Legner- 7 out of 10 customers will do business with you again if you resolve the complaint in their favor. Source: “Understanding Customers” by Ruby Newell-Legner

Transcript

  • 1. Cardinal Sins of Social Media@HOLMedia/#Sunshine2012
  • 2. Antony Francis @Antony511 President/Founder, Head of Lettuce Media• Realtor (13 years)• Floyd Wickman Courses• Realtor.com, Professional Speaker• Coldwell Banker NRT, Technology Integration Consultant• Real Estate Power Tools, COO• Degree in Organizational Innovations
  • 3. Amber Osborne “The Blue Cheese” VP @missdestructo• Worked on branding/event projects with Bruces Yams and Audi• Over 20,000 twitter followers, Voted Best of The Bay in Creative Loafing Magazine• International Speaker on Social Media Topics
  • 4. Who are we? HeadofLettuceMedia.com • We are a Social Media company, We are not: • Advertising agency • PR firm • Self proclaimed Social Media “Gurus”@HOLMedia/#Sunshine2012
  • 5. Cardinal Sins of Social Media • Advocates • Critics • Habits YouSuck I Love it But…YouRock Anyone know Where I can Find…
  • 6. ADVOCATES • Love those who love you. • Treat them special. • Beware of a Lover Scorned.@HOLMedia/#Sunshine2012
  • 7. ADVOCATES@HOLMedia/#Sunshine2012http://missdestructo.com/2011/10/vegas-to-la-the-most-
  • 8. ADVOCATES http://www.escapistmagazine.com/news/vi ew/114961-UPDATE-Penny-Arcade-Smacks-@HOLMedia/#Sunshine2012 Down-Shady-PR-Dude
  • 9. CRITICS@HOLMedia/#Sunshine2012
  • 10. Critics http://www.nbrii.com/blog/customer-@HOLMedia/#Sunshine2012 service-infographic/
  • 11. Critics http://www.nbrii.com/blog/customer-@HOLMedia/#Sunshine2012 service-infographic/
  • 12. Critics http://www.escapistmagazine.com/articles /view/editorials/editors_note/8953-Open-@HOLMedia/#Sunshine2012 Letter-to-Duke-Nukem-PR
  • 13. Critics http://consumerist.com/2012/06/write-a- blog-post-about-pricey-gym-get-accused-@HOLMedia/#Sunshine2012 of-stealing.html
  • 14. Critics • Opinions are like ____________ • Respond publicly • Move offline when appropriate • Conclude publically • Sometimes doing nothing is the best course of action@HOLMedia/#Sunshine2012
  • 15. 7 steps for resolution • Listen Intently • Thank Them • Apologize • Seek the Best solution, ask them • Reach Agreement • Take Quick Action • Follow-up http://www.lifehack.org/articles/communic ation/7-steps-for-resolving-customer-@HOLMedia/#Sunshine2012 complaints.html
  • 16. Listen Intently
  • 17. @HOLMedia/#Sunshine2012
  • 18. @HOLMedia/#Sunshine2012
  • 19. Keep an eye on Sentiment@HOLMedia/#Sunshine2012
  • 20. HABITS@HOLMedia/#Sunshine2012
  • 21. What Not to do • Twitter Vomit • Selfish Behavior • RT’ing yourself • Don’t tweet about just yourself • DM when it should be private@HOLMedia/#Sunshine2012
  • 22. What to do • Reference People • Promote Events • Thank people • Interact • Have Fun@HOLMedia/#Sunshine2012
  • 23. @Antony511 @HOLMedia @MissDestructo
  • 24. Extras• Youtube Channel http://www.youtube.com/user/atfran• Linkedin http://www.linkedin.com/company/head-of- lettuce-media• Facebook http://www.facebook.com/headoflettucemedi a• Web Http://HeadofLettuceMedia.com
  • 25. • - 68% of customer defection takes place because customers feel poorly treated. Source: TARP• - It can cost five times more to buy new customers than retain existing ones. Source: TARP• - 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years.• - Why customers quit:• 1% die• 3% move away• 68% quit because of an attitude of indifference towards the customer by the staff.• 14 % are dissatisfied with the product.• 9% leave because of competitive reasons.• Source: How to win customers and keep them for life (2000) – Michael Leboeuf• - For every customer who bothers to complain, 26 other customers remain silent. Source: Lee Resource Inc• - It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc• - The average "wronged customer" will tell 8-l6 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc• - 91% of unhappy customers will not willingly do business with you again. Source: Lee Resource Inc• - 70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc• - 95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc• - Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. Source: NOP• - 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown• - 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC.• - A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem. Source: the White House Office of Consumer Affairs, Washington, DC.• - Happy customers who have their problems resolved will tell 4-6 people about their positive experience. Source: the White House Office of Consumer Affairs, Washington, DC.• - It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC.• - Customer loyalty can be worth up to 10 times as much as a single purchase. Source: the White House Office of Consumer Affairs, Washington, DC.• - It costs 6 times more to attract a new customer than it does to keep an old one. Source: “Understanding Customers” by Ruby Newell-Legner• - Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: “Understanding Customers” by Ruby Newell-Legner• - A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Source: “Understanding Customers” by Ruby Newell-Legner• - 13% of the people who have service problems tell 20 others. Source: “Understanding Customers” by Ruby Newell-Legner• - It takes 12 positive service incidents to make up for one negative incident. Source: “Understanding Customers” by Ruby Newell-Legner• - 7 out of 10 customers will do business with you again if you resolve the complaint in their favor. Source: “Understanding Customers” by Ruby Newell-Legner