Social Media + Customer Service = Engagement
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Social Media + Customer Service = Engagement

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Engageme

Engageme

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  • Technology – friend or foe? Change – worth the aggravation? If it’s not broke…? Social Media – personal use? Business use? What platforms and how? Perceptions of it – the good and the bad
  • Business Objectives and Functions have not changed. We still must acquire, retain, convert to loyal customers than we can up-sell, cross sell and get referrals from. How we meet those objectives, fulfill those functions has simply evolved. Technology is an enabler. It enables us to more efficiently ‘do’ B2B MARKETING AND PR: Awareness – Social PR – if you are not on Google, you don’t exist, your competitors do. Digital footprints! Engage – research channels Engage – customer service channels Engage is not a like on a facebook page. Convert – Marketing campaigns using apps, GPS, check-ins.
  • Focus on customer service.
  • Bottom right corner… indication of what’s to come.
  • Technology – friend or foe? Change – worth the aggravation? If it’s not broke…? Social Media – personal use? Business use? What platforms and how? Perceptions of it – the good and the bad

Social Media + Customer Service = Engagement Social Media + Customer Service = Engagement Presentation Transcript

  • Title Subtitle Social + Customer Service and the two strategies that make them so. March 2012@ShannonEastman
  • Contents 1. Audience poll! 3. What changed. What hasn’t. 5. Social for business does two things! 7. Engage this! 9. Practical Application@ShannonEastman
  • Hands up!@ShannonEastman
  • @ShannonEastman
  • The part that is changing…@ShannonEastman
  • The part that is changing@ShannonEastman
  • The part that is changing… As buyers (your customers) As Sellers (your brand) 2. How your customers find and 2. You must look great on Google. select you to meet their need. 5. How your customers show their 6. You need to be where your appreciation or dissatisfaction. customers are with two different strategies. 9. The ‘whenever, wherever’ effect • Are you on Mobile? Yes or no? means your customers will Revisit the existing engage you on their turf – communication channels to whether you’re there or not. make sure they are still viable.@ShannonEastman
  • That part that changed.@ShannonEastman
  • Social does 2 things for business.@ShannonEastman
  • Engage This! “united breaks guitars”@ShannonEastman
  • They are lying if they say this is Engagement! It’s not. It’s awareness. It’s Social PR. Important yes. But it’s certainly not engagement.@ShannonEastman
  • Give us a reason to have a professional crush on you! Or don’t! But choose. 1. Strategy that identifies all moments of truth for your customer. 3. Empowered front line staff. 5. A plan – complete with key words, key influencers, and a reason to be. 7. Diligent reporting complete with how to apply the insights in real time. 9. Measure sentiment = Grow the total universe. Increase the positive. Reduce the negative.@ShannonEastman
  • Shannon Eastman Managing Director 077 2031 2585 Thank-you Shannon@TCSdigitalworld.com www.TCSdigitalworld.com @ShannonEastman www.linkedin.com/in/ShannonEastman@ShannonEastman