Your SlideShare is downloading. ×
0
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Introducing Twitter As A Tool To Enhance Customer Service For Businesses In Germany

293

Published on

Published in: Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
293
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
8
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. AS A TOOL TO ENHANCE CUSTOMER SERVICE FOR BUSINESSES IN GERMANY
  • 2. KEY FINDINGS
  • 3. ONLINE QUESTIONNAIRE 32% 68% Social Network Small and Active Network Instant Messenger Engage in Conversations Lack of Knowledge Share Information Redundancy Great Potential KEY FINDINGS
  • 4. TWITTER‘S IMPORTANCE 100 % 75 % 50 % 25 % Unimportant or redundant E-mail SMS To some extent important IM Twitter (Very) Important SN KEY FINDINGS
  • 5. TWITTER‘S POTENTIAL 100 % 75 % 50 % 25 % E-mail Twitter Unimportant or redundant SMS IM (Very) Important SN KEY FINDINGS
  • 6. FOLLOWING TWEETING COMPANIES 5% 19% 48% 29% The tweets are helpful/informative/entertaining Interesting company Interesting Twitter representative Other interesting people are following this company as well KEY FINDINGS
  • 7. CUSTOMER SERVICE CHANNELS 25 % 50 % 75 % 100 % Twitter Blog Call E-mail Impressed In Store Average They try Not convinced KEY FINDINGS
  • 8. RECOMMENDATIONS
  • 9. BASED ON… • Interviews and Survey • Business Tweeters‘ Experiences • Customer Service and Twitter Experts‘ Comments and Recommendations • Own Findings and Insights RECOMMENDATIONS
  • 10. BCCS MODEL BUSINESS PROB PR LEM OB LE ED M PR HELP OB LE G UE FE DIALOGUE M GUE UE DIALOGUE Customer IALO DIALOG DIALO LP D HE Tweeter Customer Customer Customer ELP Tweeter Tweeter Customer Customer Customer Tweeter Tweeter Customer H Customer Tweeter Tweeter Customer Customer Customer Tweeter Customer Tweeter Customer Customer Tweeter Customer Customer Customer Tweeter Customer Customer Customer Tweeter Customer Customer Tweeter Tweeter Tweeter Customer Tweeter RECOMMENDATIONS
  • 11. TWITTER SUPPORT RECOMMENDATIONS
  • 12. DEVELOPMENTS
  • 13. TWITTER‘S GROWTH 20.000.000 15.000.000 10.000.000 5.000.000 May 08 August 08 November 08 February 09 May 09 DEVELOPMENTS
  • 14. TWITTER‘S IMPACT • Immediate News • Immediate Feedback • Immediate Connections • Immediate Communication DEVELOPMENTS
  • 15. DECISIONS DEVELOPMENTS
  • 16. CHANGE DEVELOPMENTS
  • 17. MARKETING DEVELOPMENTS
  • 18. MARKETING DEVELOPMENTS
  • 19. INTERVIEWEES DEVELOPMENTS
  • 20. INTERVIEWEES DEVELOPMENTS
  • 21. CUSTOMER SERVICE
  • 22. SLOWLY (BUT SURELY?) • No Great Changes at Interviewees • Many Companies Still Missing • Yet More Appeared CUSTOMER SERVICE
  • 23. CRITICAL PROCESS REVIEW
  • 24. THE RESEARCH •5 In-depth Interviews • 118 Online Questionnaires • On- and Offline Desk Research CRITICAL PROCESS REVIEW
  • 25. THE RESEARCH + ≠ Specific Sample Group Larger Sample Size Detailed Insights Different Interview Methods Sophisticated Survey Design CRITICAL PROCESS REVIEW
  • 26. LEARNING ACCOMPLISHMENTS + ≠ Prioritize & Evaluate Refine Research Methods Organize & Schedule Workload Prepare (Survey) Thoroughly Maintain High Level of Activity Working on an Academic Level CRITICAL PROCESS REVIEW
  • 27. THANK YOU.

×