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SPACE: <br />The Final Frontier<br />Ummm, Not so fast…<br />
Social Media & Customer Service: <br />The NEXT Frontier<br />
“Social media has come along and shaken up everything we know about customer service.<br />It has, in effect, turned it co...
Online, there is <br />nowhere for companies to hide<br />What do you NOT see?<br />Company Intervention<br />What DO you ...
Not responding to FB/Twitter posts is equivalent to <br />turning your back on customers <br />at the customer service des...
How Do You Handle All These Issues???<br />Create a Social Media Team!<br />Protect & Improve (and Create) Brand Image and...
KHOL’s-Getting it done!<br />
Pros<br /><ul><li> Millions of people on Social Media sites
Foster loyal communities around brand
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So me powerpoint presentation

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Transcript of "So me powerpoint presentation"

  1. 1. SPACE: <br />The Final Frontier<br />Ummm, Not so fast…<br />
  2. 2. Social Media & Customer Service: <br />The NEXT Frontier<br />
  3. 3. “Social media has come along and shaken up everything we know about customer service.<br />It has, in effect, turned it completely on its head.<br />The benefits of social media as a customer service channel are more and more apparent and steadily becoming a necessity for businesses rather than a ‘nice to have’.<br />The fact is that businesses will always have to go where their customers are and right now, these customers are turning to social media.” <br /> -Lauren Fisher, Simply Zesty.com<br />
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  7. 7. Online, there is <br />nowhere for companies to hide<br />What do you NOT see?<br />Company Intervention<br />What DO you see?<br />Opportunity!!<br />
  8. 8. Not responding to FB/Twitter posts is equivalent to <br />turning your back on customers <br />at the customer service desk!<br />Unthinkable!<br />Absolutely UNACCEPTABLE!<br />Customer Service Suicide<br />
  9. 9. How Do You Handle All These Issues???<br />Create a Social Media Team!<br />Protect & Improve (and Create) Brand Image and Loyalty<br />Scour the internet looking for what’s being said about the brand<br />
  10. 10. KHOL’s-Getting it done!<br />
  11. 11. Pros<br /><ul><li> Millions of people on Social Media sites
  12. 12. Foster loyal communities around brand
  13. 13. Invites crowd-sourcing where customers help each other</li></ul>CONS<br /><ul><li> Millions of people on Social Media sites 24/7-They expect RAPID resopnses
  14. 14. Complaints for the world to see (Which can be turned into a PRO)
  15. 15. Invites crowd-sourcing where customers help each other</li></li></ul><li>Social media customer service has become a combination of troubleshooting, engagement and building community.<br />--Meghan Peters, Mashable.com<br />
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