SOCIAL CUSTOMER by Salesforce
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SOCIAL CUSTOMER by Salesforce

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SOCIAL CUSTOMER by Salesforce

SOCIAL CUSTOMER by Salesforce

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  • 1. THE UNDENIABLE AUTHORITY OF THE SOCIALCUSTOMER
  • 2. THEDAWNOFTHEDIGITALAGE,along with the explosive growth of social media, has forced the evolution of customer service. With it came the rise of a new customer—one who has been known to topple even the most respected of brands. THIS NEWFOUND AUTHORITY IS KNOWN AS THE SOCIAL CUSTOMER.
  • 3. WHOISTHE SOCIALCUSTOMER?
  • 4. THE SOCIAL CUSTOMER TOUCHES NEARLY EVERY CORNER OF THE GLOBE. 20% AT LEAST 20% OF THE WORLD’S POPULATION USES SOCIAL MEDIA. THAT’S MORE THAN HALF OF THE 2.4 BILLION INTERNET USERS ACROSS THE WORLD.
  • 5. TODAY’S SOCIAL CUSTOMER IS: …WHICH HAS CHANGED EVERYTHING BUSINESS OWNERS THOUGHT THEY KNEW ABOUT CUSTOMER RELATIONSHIPS. LISTENING TO PEERS RESEARCHING HEAVILY ONLINE POSTING COMPLAINTS ON SOCIAL MEDIA
  • 6. EXPECTATIONS ARE HIGH. In today's age of constant connectivity and instant solutions, the Social Customer demands immediate assistance at any hour of the day.
  • 7. 46% 22% 29% FACEBOOK 46% of customers want to engage with brands via Facebook to solve problems. 39% of them are looking to give feedback about products or services. 29% of customers expect responses within 2 hours. 22% of customers expect same-day responses.
  • 8. TWITTER 81% of Twitter users expect same-day customer service responses. 30% of Twitter users expect responses within 30 minutes. 22% of Twitter users expect responses within 2 hours. 81% 22% 30%
  • 9. MORE THAN 1 MILLION PEOPLE view tweets about customer service every week. ROUGHLY 80%of customer service tweets are negative or critical in nature. SOCIAL MEDIA HAS PROVIDED AN INTIMATE CONNECTION AMONG ALL CONSUMERS.
  • 10. On average, 1 SOCIAL CUSTOMER will tell 42 OTHER PEOPLE about a company. 88% OF CUSTOMERS are influenced by reading reviews. 88% SOCIAL CUSTOMERS NO LONGER LISTEN TO COMPANY MESSAGES; THEY’RE LISTENING TO PEERS INSTEAD. THE POWER HAS SHIFTED FROM BRANDS TO THEIR CUSTOMERS.
  • 11. HOW DOES THIS SHIFT IN AUTHORITY AFFECT CUSTOMER SUPPORT FOR BUSINESSES?
  • 12. UNFORTUNATELY, MANY ORGANIZATIONS STILL DO NOT BELIEVE IN THE AUTHORITY OF THE SOCIAL CUSTOMER. 60%of companies don't respond to customers via social media, even when asked direct questions. 7 OF THE TOP 20 retailers have even erased customer questions on their Facebook pages.
  • 13. 88% of consumers are less likely to buy from companies that ignore complaints and questions on social media. ONLY 17% of consumers who had negative service experiences recommend those companies in the future. 88% 17% BUT THEY’RE PAYING FOR IT… MONEY SHREDDER
  • 14. THE MOST SOCIALLY PROACTIVE COMPANIES SEE SOLID RESULTS: Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers. 81% of companies with strong capabilities for delivering excellent customer service are out-performing their competitors. 81%
  • 15. HOW SHOULD YOU PREPARE YOURSELF FOR THE COMING AGE OF THE SOCIALCUSTOMER?
  • 16. NO MATTER HOW EMBARRASSED OR FRUSTRATED YOU MAY FEEL WHEN A CUSTOMER COMPLAINS ON SOCIAL MEDIA, YOU SHOULD ALWAYS RESPOND. 83%of customers who tweet complaints love it when companies respond.
  • 17. WHEN RESPONDING TO THE SOCIAL CUSTOMER, DON’T FORGET TO: STRIVE FOR FAST RESPONSE TIMES. BE HUMAN AND, AT TIMES, APPLY HUMOR. DON’T BE DEFENSIVE. ALWAYS THANK THE CUSTOMER. SUGGEST A SOLUTION TO THE PROBLEM. 1 2 3 4 5
  • 18. TO IMPROVE YOUR COMPANY’S OVERALL PLAN FOR SOCIAL CUSTOMER SERVICE, CONSIDER THESE TIPS: LISTEN TO YOUR CUSTOMERS AND BUILD RELATIONSHIPS WITH THEM. DESIGNATE AT LEAST ONE MEMBER OF YOUR COMPANY TO BE AVAILABLE 24/7 ON SOCIAL MEDIA. STRIVE TO ALWAYS PROVIDE LINKS TO HELPFUL INFORMATION AT THE END OF EACH RESPONSE. HAVE A DETAILED CRISIS-MANAGEMENT PLAN. COMMIT RANDOM ACTS OF WOW FOR YOUR CUSTOMERS.
  • 19. EVEN IF THE CHANNELS (FACEBOOK, TWITTER, ETC.) EVOLVE, THE SOCIAL CUSTOMER IS HERE TO STAY. IN THE NOT-SO-DISTANT FUTURE, CONSUMERS WILL EXPECT EVEN FASTER RESPONSES FROM COMPANIES LIKE YOURS. DON’T LET YOUR CUSTOMER SERVICE EFFORTS FALL BEHIND!
  • 20. DESK.COM IS THE ONLY CUSTOMER SERVICE PRODUCT BUILT FROM THE GROUND UP TO SERVE THE NEW SOCIAL CUSTOMER. VIEW AND RESPOND TO YOUR SOCIAL CUSTOMERS DIRECTLY FROM WITHIN DESK.COM. Sources: pewinternet.org, forrester.com, conecomm.com, oracle.com, touchagency.com, zendesk.com, americanexpress.com, liveops.com, crmidol.com, nmincite.com, inc.com, peppersandrogersgroup.com, maritzresearch.com SIGN UP FOR YOUR FREE 14-DAY TRIAL OF DESK.COM TODAY! CLICK HERE TO GET STARTED