DM3 Institute presentation - Great Customer Service through Social Media
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DM3 Institute presentation - Great Customer Service through Social Media
- 1. Great Customer Service Through Social Media Twitter:@SusanProbert LinkedIn ae.linkedin.com/in/susanprobert Email: susan@dm3institute.com
- 2. HOW MUCH DOES IT COST TO ACQUIRE A NEW CUSTOMER? $? $50 $100 $200+
- 3. IT COSTS 6-7 X TO ATTRACT NEW CUSTOMERS THAN TO RETAIN OUR CURRENT CUSTOMERS
- 4. BUT HOW DO WE RETAIN THEM?
- 5. BY KEEPING THEM HAPPY!
- 6. WHAT THINGS MAKE OUR CUSTOMERS HAPPY? Good customer service Getting things for free Being helped quickly Access to useful InformationWinning things Complaints resolved quickly Multiple ways to ask questions
- 8. BECAUSE OUR CUSTOMERS ARE USING SOCIAL MEDIA!
- 9. EVERY DAY IN MENA
- 10. FACEBOOK USERS IN MENA Source: Arab Social Media Report (2014) 0 10,000,000 20,000,000 30,000,000 40,000,000 50,000,000 60,000,000 70,000,000 80,000,000 90,000,000 1900 1900 1900 2011 2013 2014 29 Million 56 Million 81 Million
- 11. TWITTER ACTIVE USERS Source: Arab Social Media Report (2014)
- 13. SO WE JUST NEED FACEBOOK RIGHT?
- 14. IT IS NOT ENOUGH JUST TO BE ON THEM!!
- 16. ON SOCIAL MEDIA YOU CAN RESOLVE CUSTOMER PROBLEMS BEFORE THEY ARISE
- 17. HOW CAN I DO THAT?
- 18. CREATE TARGETED CONTENT THAT ANSWERS YOUR CUSTOMER’S BASIC NEEDS AND/OR QUESTIONS AND THEN SHARE THAT CONTENT WHERE YOU CAN TO GET THE MOST REACH
- 19. HOW DO WE KNOW WHAT THEIR PROBLEMS ARE?
- 20. BY LISTENING Free tools: - Social Mention - Meltwater Icerocket - Topsy - Hootsuite - Google Alerts Paid tools: - Meltwater - Crowd babble - Social Report - Viral Heat - Sprout Social
- 21. MARKETING RESEARCH IS NOW MARKET REALITY
- 22. WHAT THINGS MAKE OUR CUSTOMERS HAPPY? Good customer service Getting things for free Being helped quickly Access to useful informationWinning things Complaints resolved quickly Multiple ways to ask questions
- 23. HOW ELSE CAN WE MAKE OUR CUSTOMERS HAPPY ON SOCIAL MEDIA?
- 24. WINNER!!
- 25. CREATE COMPETITIONS, SURVEYS AND ASK QUESTIONS. WE CAN GIVE VALUE TO OUR CUSTOMERS ON OUR SOCIAL MEDIA CHANNELS
- 26. SOCIAL MEDIA GIVES OUR CUSTOMERS THE CHANCE TO REACH US WHERE THEY ALREADY ARE
- 27. IF WE ARE NOT THERE TO HEAR THEM THEY WILL SPEAK ANYWAY!
- 28. IF CUSTOMERS ARE UPSET, THEY WANT TO BE HEARD. ALLOWING CUSTOMERS TO MAKE THEIR QUESTIONS AND COMPLAINTS PUBLIC IS GIVING THEM AN IMMEDIATE OUTLET.
- 29. IT GIVES US THE OPPORTUNITY TO RESPOND AND TURN THE SITUATION AROUND
- 30. IF PEOPLE CONTACT US VIA SOCIAL MEDIA HOW LONG DO WE HAVE? RESPONSE TIMES
- 31. HOW LONG AFTER CONTACTING A BRAND ON SOCIAL MEDIA TO YOU EXPECT TO RECEIVE A RESPONSE?
- 32. WHAT THINGS MAKE OUR CUSTOMERS HAPPY? Good customer service Getting things for free Being helped quickly Access to useful InformationWinning things Complaints resolved quickly Multiple ways to ask questions
- 33. GREAT SOCIAL MEDIA PRACTICES = GREAT CUSTOMER SERVICE
- 34. SO WHO IS RESPONSIBLE FOR SOCIAL MEDIA? EVERYBODY!
- 35. DM3 Institute Let’s Discuss! Please feel free to reach out on: Twitter @SusanProbert LinkedIn ae.linkedin.com/in/susanprobert Email susan@dm3institute.com
Editor's Notes
- Here’s a chart showing the increase in Facebook usage in the past year! Reason.. Most researches believe it was a direct reaction to the Arab Spring… there could be some deeper explanation… but what’s certain is that we are witnessing a boom!
- Saudi and Kuwait have the second and third most active number of users on Twitter after Turkey and before Egypt and UAE users number is almost equal to that of Egypt. Saudi’s make up 40% of twitter users in the Arab region 2.1 million. (June 2012) What’s noteworthy is Kuwait’s number. Given its population, 2.6 million, 14% of Kuwaitis use Twitter making them the most conversational in the region. The Arab Social Media report analyzed tweets in March 2012 and found that the estimated number of daily tweets is 5,750,386 and the most popular trending hash tags across the Arab region were #bahrainسوريا (Arabic for Syria)بحرين (Arabic for Bahrain) #syria and #egypt and #kuwait Arabic is the fastest growing language in Twitter history.
- Even if your not on social media people are still going to be talking about you and your brand. It’s great if you can be online, engaging with your audience to establish more online business relationships and spreading the word further.