The Social Imperative  Customer Service is ChangingThe Social Media MasterClass 2011
Customer service is changing…                          Copyright 2011 All Rights Reserved
We love our parents, because     they loved us first!                          Copyright 2011 All Rights Reserved
Lessons from Zappos…                       Copyright 2011 All Rights Reserved
• 10:23 am: I receive flight cancellation email.• 10:26 am: I call Frequent Flyer customer support desk. I’m not allowed t...
*escalated into manual process   23 June  No update   7 June  No update   3 June  No update    Project   initiated    offl...
What can we learn from this?                          Copyright 2011 All Rights Reserved
Customers are like water. Theyfollow the path of least resistance!                                Copyright 2011 All Right...
Processes. People. Technology.                           Copyright 2011 All Rights Reserved
www.futureworld.co.zaAndy Hadfield@andyhadfieldandy@onebigwidget.comwww.andyhadfield.comImages, sources and quotes credite...
FutureWorld. Customer Service is Changing
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FutureWorld. Customer Service is Changing

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Part of the FutureWorld Social Media Masterclass Series. A quick look at the changing world of customer service. How are expectations changing? What role does social media service play in process-driven organizations?

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  • www.dachisgroup.com…
  • Integrate with current processes – but realise that speed is an imperative.People – it’s more than a call centre agent – but efficiency is there if you look for itTechnology – system integration, lead management, MEASURE YOUR TURN AROUND TIME. Emotional CRM data = the next big thing!
  • FutureWorld. Customer Service is Changing

    1. 1. The Social Imperative Customer Service is ChangingThe Social Media MasterClass 2011
    2. 2. Customer service is changing… Copyright 2011 All Rights Reserved
    3. 3. We love our parents, because they loved us first! Copyright 2011 All Rights Reserved
    4. 4. Lessons from Zappos… Copyright 2011 All Rights Reserved
    5. 5. • 10:23 am: I receive flight cancellation email.• 10:26 am: I call Frequent Flyer customer support desk. I’m not allowed to speak with an agent. In fact, the automated system notifies me that heavy call volume dictates they have to hang up, which they promptly do.• 10:31 am: I tweet my airline letting them know I have a problem.• 10:36 am: Airline replies, requests I direct message (DM) my flight info.• 10:42 am: I DM the airline my flight info.• 10:45 am: Airline replies, confirming receipt of my tweet and flight info.• 10:50 am: I receive email confirmation of a re-booked flight.• 12:46 pm: I call Frequent Flyer customer support desk (just to see if they’re still congested). Still the same heavy traffic message and hang-up. Copyright 2011 All Rights Reserved
    6. 6. *escalated into manual process 23 June No update 7 June No update 3 June No update Project initiated offline Copyright 2011 All Rights Reserved
    7. 7. What can we learn from this? Copyright 2011 All Rights Reserved
    8. 8. Customers are like water. Theyfollow the path of least resistance! Copyright 2011 All Rights Reserved
    9. 9. Processes. People. Technology. Copyright 2011 All Rights Reserved
    10. 10. www.futureworld.co.zaAndy Hadfield@andyhadfieldandy@onebigwidget.comwww.andyhadfield.comImages, sources and quotes credited in slides/slidenotes where appropriate. All content CopyrightFutureWorld, Andy Hadfield. All Rights Reserved.
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