From Local Village to Global Village: How Social is Changing Customer Service
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Conversocial CEO Joshua March's presentation at the Dublin Web Summit on 17th October 2012. The presentation focuses on how social media is changing the face of traditional customer service methods.
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From Local Village to Global Village: How Social is Changing Customer Service
- 1. From Local Village to Global Village How social media is changing customer service
- 2. Hi, I’m Josh
- 4. A nation of social shopkeepers
- 5. Small communities meant stories spread fast
- 6. Post-World War II: automobiles
- 8. The rise of mass media
- 9. Customer service became a cost centre
- 10. The internet started to change things
- 11. The world is connected, instantly, everywhere
- 12. First time, brands have a real social identity
- 13. Started as a last resort
- 14. Now becoming a primary support channel
- 15. Ignore your customers - and lose them
- 16. Social crises caused by shared bad experiences Causes of Social Media Crises (2001-2011)
- 17. Customers want help, not redirection
- 19. Training in tone of voice
- 20. Escalation process Specialist help Social agent (eg store manager) Team manager Corporate comms / Social media / Social media team comms agency Management
- 21. It’s cheaper than dealing with a phone call
- 22. Opportunity to create positive brand mentions
- 24. Thank you Follow me @joshuamarch Check out www.conversocial.com www.conversocial.com www.conversocial.com www.conversocial.com
Editor's Notes
- In the early days of retailing, all products generally were fetched by an assistant from shelves behind the merchant's counter while customers waited in front of the counter and indicated the items they wanted. Also, most foods and merchandise did not come in individually wrapped consumer-sized packages, so an assistant had to measure out and wrap the precise amount desired by the consumer. This also offered opportunities for social interaction: many regarded this style of shopping as "a social occasion" and would often "pause for conversations with the staff or other customers." [1] These practices were by nature very labor-intensive and therefore also quite expensive. The shopping process was slow, as the number of customers who could be attended to at one time was limited by the number of staff employed in the store.