Hi, I’m Josh
Vision - social media no.1 comms channel
Customer service a big issue
Marketing is not enough
People expect a response
Quickly!
If you ignore...They rant, and call, and cost you $$$
Response TimeSentiment
slidesha.re/ignoringcustomers
Best (ASOS): <1 hour average response
Worst (Amazon): NO responses
Average: 4-8 hours
Not fast enough
Sentiment
Automatic = inaccurate
100% accurate - for your own content
Turn this...
Into this: content and product feedback
And this: replacement for net-promoter?
Summary
Social is a real customer service channelIgnoring it hurts your brand and costs $$$Measure response time and sentiment!
Thank youFollow me @joshuamarchCheck out www.conversocial.com
Chinwag Insight: Facebook Marketing - Joshua March, Conversocial - Measurement & Monetisation
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Chinwag Insight: Facebook Marketing - Joshua March, Conversocial - Measurement & Monetisation

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Chinwag Insight: Facebook Marketing - Joshua March, Conversocial - Measurement & Monetisation

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  • Chinwag Insight: Facebook Marketing - Joshua March, Conversocial - Measurement & Monetisation

    1. 1. Hi, I’m Josh
    2. 2. Vision - social media no.1 comms channel
    3. 3. Customer service a big issue
    4. 4. Marketing is not enough
    5. 5. People expect a response
    6. 6. Quickly!
    7. 7. If you ignore...They rant, and call, and cost you $$$
    8. 8. Response TimeSentiment
    9. 9. slidesha.re/ignoringcustomers
    10. 10. Best (ASOS): <1 hour average response
    11. 11. Worst (Amazon): NO responses
    12. 12. Average: 4-8 hours
    13. 13. Not fast enough
    14. 14. Sentiment
    15. 15. Automatic = inaccurate
    16. 16. 100% accurate - for your own content
    17. 17. Turn this...
    18. 18. Into this: content and product feedback
    19. 19. And this: replacement for net-promoter?
    20. 20. Summary
    21. 21. Social is a real customer service channelIgnoring it hurts your brand and costs $$$Measure response time and sentiment!
    22. 22. Thank youFollow me @joshuamarchCheck out www.conversocial.com

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