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Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk
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Dr. Natalie's 7 Steps to Great Customer Experiences With ZenDesk

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Wondering how to create great customer experiences? One of the top reasons customers leave a company is because their experience with the company is poor. In today's world, that can happen not only on …

Wondering how to create great customer experiences? One of the top reasons customers leave a company is because their experience with the company is poor. In today's world, that can happen not only on the phone or email but also online. This presentation takes the complicated world of social customer service and shows a simple way to approach integrating social customer service with traditional customer service. Following the 7 steps puts structure around what can be an other wise confusing endeavor.

Being able to have steps for the integration of social and traditional customer care helps professionals understand not only where they are in the adoption curve, but also gives them clear direction what what they are doing well and what would be better if...

The process helps companies to:
• Do more of the right things
• Put structure around what is unstructured
• Benchmark “As Is”
• Create a strategy and plan
• Track the progress
• Gather the right metrics
• Create and sustain a world-class customer experiences.

Take a look - I think it just might be what you are looking for!

@drnatalie
www.DrNatalieNews.com

Published in: Business, Education
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  • 1. @DrNatalie Petouhoff (Pet-a-dog) @drnatalie www.DrNatalieNews.com  
  • 2. 2 Wondering how to take your take your social customer experience / customer service initiatives to the next level? • Do more of the right things • Put structure around what is unstructured • Benchmark “As Is” • Create a strategy and plan • Track the progress • Gather the right metrics • Create and sustain a world-class customer experience?
  • 3. How do you know when you are doing the best you can? Customer Experience Capability Calculator   LISTEN = 100 LEARN = 200 ENGAGE = 300 INTEGRATE = 400 OPTIMIZE = 500 What’s  your  score?  
  • 4. We a way to Bring THE CHAOS TO ORDER @drnatalie
  • 5. 5         •  Where are we on the Social Media / Customer Experience Adoption Curve? •  What steps do I take to get to the next level? •  How do I justify these next steps?”
  • 6. Customer  Experience  Assessments   •  An objective assessment •  Recommendations •  Short & long term strategic •  Short & long term tactical plan Determine where you are compared to best practices & your competitors… Social   Media  /   Customer   Experience      Capability   Report   You get… Top Brand
  • 7. With  your  scorecard,     You’re  ready  to  go  to  the  next  level…   Customer  Experience  Capability   Score   Level   Step  1:  Gather  Insights  by  Monitor  &   Listening     200   Learn   Step  2:  CreaCng  a  Measurement  Program   100   Listen   Step  3:  Finding  Your  Audience   300   Engage   Step  4:  CreaCng  Engaging  Content   200   Learn   Step  5:  Designing  SCcky  InteracCons   200   Learn   Step  6:  Stop  the  PoliCcs;  Gain  Org   Alignment   100   Listen   Step  7:  Iterate  and  Pivot   100   Listen  
  • 8. You’ll  be  in  a  leadership  posiCon…   5         •  Clear  answers  and  strong  guidance   •  A  disCncCve  voice   •  A  compeCCve  advantage  
  • 9. Step  1:  Gather  Insights  by   Monitor  &  Listening     Step  4:  CreaCng   Engaging  Content   Step  3:  Finding  Your   Audience     Step  5:  Designing   SCcky  InteracCons   Step  6:  Stop  the  PoliCcs;   Gain  Org  Alignment   Step  2:  CreaCng  a   Measurement  Program   Need  a  Strategy  for   Digital  Customer  Experience  /  Customer  Service   9   Based  on  the  UCLA  Course   7  Steps  To  Fast  Track  Success     Step  7:  Iterate  and  Pivot  
  • 10. Social Customer Experience Strategy Step 2: Measurement Step 3: Audience Level 4: Content Step 5: Interaction Level 6: Organizational Alignment Step  1:  Gather  Insights  by   Monitoring  &  Listening     Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved The  problem  is:     “…they  suffer  from  the  Rodney  Dangerfield  Affect…     …  They  don’t  get  enough  respect…     …They  are  not  empowered  with  budget  and  resources   to  make  the  changes  they  know  they  want  to  &  the   company  needs  to  make…     …Don’t  have  the  support  of  execuCve  management…”  
  • 11. Social Customer Experience Strategy Step 2: Measurement Step 3: Audience Level 4: Content Step 5: Interaction Level 6: Organizational Alignment Step  1:  Gather  Insights  by  Monitoring  &  Listening     Social  Media  is  a  game  changer!     The  difference?     Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 12. Social Customer Experience Strategy Step 2: Measurement Step 3: Audience Level 4: Content Step 5: Interaction Level 6: Organizational Alignment Step  1:  Gather  Insights  by  Monitoring  &  Listening     Social  Media  is  a  game  changer!     The  difference?     We  call  it  the  Witness  Factor™!   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 13. GO BACK IN TIME… PEOPLE WERE PREDICTING THIS… There would be… A place in time Where the customer‘s voice The employee’s voice Would start to mean something… And there would be an enabling technology We are here now… This is your opportunity as businesses… Copyright © 2012 @DrNatalie Petouhoff The Social Business Course™ ® © All Rights ReservedCopyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 14. MANY SCHOLARS HAD ADVOCATED TO LISTEN TO CUSTOMERS, EMPLOYEES, PARTNERS… As an engineer I… Copyright © 2012 @DrNatalie Petouhoff The Social Business Course™ ® © All Rights Reserved GO BACK FURTHER…   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 15. Social Customer Experience Strategy Step 1: Gather Insights by Monitoring & Listening   Step  1:  Gather  Insights  by  Monitoring  &  Listening     Does  the  company:   •  Use  social  media  monitoring  tools?   •  Do  they  listen  to  the  word-­‐of-­‐mouth  in  social   networks?   •  What  do  they  do  with  informaCon  they  learn?   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 16. Social Customer Experience Strategy Step  1:  Gather  Insights  by  Monitoring  &  Listening     Most  everything  the  business   needs  to  know…     •  What’s  working   •  What’s  not  working     •  What  would  be  beZer  if…       Can  be  seen  in     social  networks…   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 17. •  What are customers saying about your company? •  What did you learn “Would be better if…” – from the customer’s point of view? •  What are your CSAT- type scores telling you?   Social Customer Experience Strategy Step  1:  Gather  Insights  by   Monitoring  &  Listening     Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 18. Social Customer Experience Strategy Step  1:  Gather  Insights  by  Monitoring  &  Listening     Best  PracCces  are:   •  Using  real-­‐Cme  monitoring  data  to   manage  the  business     •  Share  that  informaCon  with:   •  ExecuCves  (CEO,  COO,  VPs,  Directors…)   •  FuncConal  Department  leads  in  all   departments   •  PR,  MarkeCng,  Sales,  Service,   ProducCon  InnovaCon,  Back  Office…   •  A  digital  dashboard  for  real-­‐Cme   monitoring,  listening,  interacCon,   engagement           Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 19. Social Customer Experience Strategy Step  1:  Gather  Insights  by  Monitoring  &  Listening     Agents…   •  You’ve  always  been  on  the  front  line   •  You’ve  always  heard  the  voice  of  the   customer   •  Know  you  how  important  you  are   •  Think  about  working  at  a  place  that   cares  about  the  customer   •  Vote  with  your  feet      Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 20.   EMPOWER  YOUR  AGENTS    
  • 21. The  problem  is  oYen:     “…  Measure  the  wrong  things…     …Drive  the  wrong  behaviors:  AHT…     …  Haven’t  set-­‐up  measurement  program  to  give   aLribuCon  to  social  media…       ….Don’t  know  how  to  measure  social  media…”     Step  2:  CreaZng  a  Measurement  Program   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 22. Best  pracCces  means  having:   •  Clear  objecCves,  goals,  outcomes   •  Building  business  cases   •  A  Measurement  pracCce:     •  Efficiency  &  EffecCveness  of   •  TradiConal  customer  care   iniCaCves  (phone  /  email…)   •  InteracCve,  social,  mobile…   •  Can  calculate  the  ROI  (Return   on  the  Investment)         Step  2:  CreaZng  a  Measurement  Program   Step  2:  CreaCng  a   Measurement  Program   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 23.   THE  MAKINGS  OF  A     GREAT  BUSINESS?     1.  LISTEN  TO  YOUR  EMPLOYEES  &   CUSTOMERS…     2.  CONNECT  PEOPLE     WHO  MAKE  DECISIONS     WITH  PEOPLE  WHO     KNOW  THE  ANSWERS    Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 24. How would you calculate ROI? of customer feedback… of employee feedback… Chalk it up to the “Witness” factor ROI  =  Benefits  -­‐  Costs  x  100                              Costs    
  • 25. What are the benefits of Creating products & services with input from the “crowd” Creating products customers asked for means… •  Reducing the cost of PR & Marketing •  Increasing the lead conversion rates •  Reducing the cost of sales •  Reducing returns and/or churn •  Increasing customer lifetime value •  Reduced employee attrition •  Increased employee productivity The So What is… Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 26. AND Because the customer: -  Feels heard -  And they are getting what they need and want… -  They have ownership towards a company’s product / services because they had input into -  Having their voice heard / being acknowledged drives engagement… –  Increased positive online ratings –  Increased customer loyalty –  Increased customer advocacy –  Increased customer referrals via WOM –  Increased sales Chalk it up to the “Witness” factor
  • 27. We  help  companies  calculate  the  ROI     of  things  they  thought  were  too  squishy  or  couldn’t  be  calculated   ROI  of  Human   Capital   InnovaZon   Social  Media…     With  Dynamic   ROI  Visualizer   Calculators   &   Dashboards…   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 28. The  problem  is…     “…Have  not  idenCfied  and  established   relaConships…     …With  key,  target  audiences…     …To  drive  beLer  customer  experiences  &   loyalty,  advocacy  and  referrals…”       Step  3:  Finding  Your  Audience   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 29. Best  PracZces  are  to:   •  Create  a  brand  persona     •  Define  the:   •  CharacterisCcs   •  Behaviors     •  Personality   Social Customer Experience Strategy Step  3:  Finding  Your  Audience   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 30. Best  PracZces  are  to…   •  Have  Social  IdenCCes  in  the  contact   management  /  customer  record   system   •  Study  their  target  audiences   •  Values,  biases,  agtudinal  behaviors,   psychographics,  moCvaCons  and  social     •  Always  uses  this  informaCon  when   interacCng  with  them     •  To  make  the  interacCons  or  events  or   offerings  relevant  to  them   Step  3:  Finding  Your  Audience   Customer     Name   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 31. Best  PracCces…   The  interacCons  are  so   meaningful  that  it  creates  a   galvanizing  bond…     …And  Brand  Ambassadors   •  Answer  quesCons     •  Defend  the  brand  when   an  online  crisis  starts  to   brew…   Step  3:  Finding  Your  Audience   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 32. The  problem  is  that  the  content…     “…  is  not  relevant…     ….Does  not  help  customers  get  what  they  need…     …  Doesn’t  answers  quesCons,  provide  help,  how-­‐to’s…       …  and  the  format  and  distribuCon  are  not  effecCve…”   Step  4:  CreaZng  Engaging  Content   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 33. Some  companies  create  content   •  Based  only  on  what  they  think  the   customer  needs     •  The  answers  are  staCc  FAQs     •  And  they  only  update  the  knowledge   base  once  a  month,  resulCng  in  limited   success  with  self-­‐service   •  And  customer’s  figure  that  out  and  call   instead….   Step  4:  CreaCng   Engaging  Content   Step  4:  CreaZng  Engaging  Content   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 34. Best  PracZces  are  to:   •  Use  the  info  in  online  interacCons  on  Facebook,   TwiZer,  Blogs,  Forums,  etc…  to  create  answers  /   informaCon   •  Populate  this  content  in  dynamically  updated  FAQs,   arCcles,  online,  customer-­‐facing  knowledge  base   arCcles,  in  forums…   •  Provide  customer  service  agents  with  quick  access   to  the  same  informaCon   •  Use  this  content  to  drive  beZer  self-­‐service   Step  4:  CreaZng  Engaging  Content   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 35. Best  PracZces  are  to:   •  Assure  the  content’s  delivery  is:   •  Consistent   •  Repeatable   •  Engaging     •  Entertaining   •  Make  sure  format  of  the  content  works   on:   •  PC,  MACs…     •  All  standard  browsers:  Safari,  Internet  Explorer,   FireFox,  Chrome,  etc…   •  Most  popular  smart  phones  &  tablets…   Step  4:  CreaCng   Engaging  Content   Step  4:  CreaZng  Engaging  Content   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 36. The  problem  is  that  the…     “…  technology,  plaPorms  and  systems…       …  use  to  interact  with  customers…     …to  deliver  content,  capture  feedback  and   enhance  interacCons…       …  falls  short…”     Social Customer Experience Strategy Step  5:  Designing  SZcky  InteracZons   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 37. Some  companies  have  a:   •  Home-­‐grown  customer  contact   record  &  CRM  database             •  With  no  ability  to  interact  in  social,   mobile  or  interacCve  channels     Step  5:  Designing  SZcky  InteracZons   Step  5:   Designing  SCcky   InteracCons   Social Customer Experience Strategy And  oken  the  channels  were   designed:   •  From  the  company’s  point  of  view   •  Not  from  creaCng  a  customer-­‐centric   customer  experience   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 38. How  extensive  and  well  developed  is  the  delivery  of   customer  care  and  customer  experience?   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved Step  5:  Designing  SZcky  InteracZons  
  • 39.   •  TradiConal  customer  service  channels  like   phone,  email,  fax,  self-­‐service…   •  InteracCve  care,  including  chat  and  click-­‐to-­‐chat,   desktop  screen  sharing…   •  Mobile  capabiliCes,  interacCve  service,  SMS   (text)…   •  Social  channels,  TwiZer,  Facebook,  Pinterest,   etc…       What  are  the  Customer  SaZsfacZon  Scores?   What  level  is  the  integraCon  of  channels  and  interacCons?   •  One  view  of  the  customer  record   •  Agent  can  see  the  other  channels  the  customer  has  interacted   with…     Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved Step  5:  Designing  SZcky  InteracZons  
  • 40. Best  pracCces  are:   •  Do  a  “day-­‐in-­‐the-­‐life-­‐of”  a   customer  service  agent     •  Know  how  technology  affects   the  agent’s  producCvity,  agtude   and  aZriCon   •  Conduct  customer  life-­‐cycle   mapping   •  Know  how  efficient  or  effecCve  the   customer  experience  is   •  Increase  agent’s  producCvity,  enable  a   posiCve  agtude  &  reduce  aZriCon     Step  5:  Designing  SZcky  InteracZons   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 41. Best  pracCces  are  choosing  technology:   •  A  universal  queue  to  route  all  types   of  interacCons  to  the  desktop  –   including  social   •  A  unified  desktop  to  handle   interacCons:   •  TradiConal  (phone/  email)  and   •  InteracCve  (chat,  click-­‐to-­‐call,  desktop   screening  sharing)     •  Social  media   •  Agent  has  a  record  of  all  the  channels   a  customer  has  previously  interacted   with  the  company  so  the  customer   does  not  have  to  repeat  their  story     Step  5:  Designing  SZcky  InteracZons   Social Customer Experience Strategy Empower  Your  Agents   Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 42. The  problem  is…     “…  No  established  personnel,  model,   commiLee,  group,  task  force  to  create  a   social  media  policy…     …No  training…     …Single  individuals  in  various  departments:   •  Are  taking  it  upon  themselves     •  Are  the  force  behind  interacCng  with   customers  in  social  media…”       Step  6:  Stop  the  PoliZcs;  Gain  Org  Alignment   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 43. Step  6:  Stop  the  PoliZcs;  Gain  Org  Alignment   Social Customer Experience Strategy Best  pracZces   •  Conduct  a  social  media  readiness   assessment   •  Have  execuCve’s  champion   strategies,  plans,  resources  &   budget  to:   •  Drive  cross-­‐funcConal  collaboraCon     •  Designate  community  managers  &   agents  to:   •  Interact  with  target  audiences  on   all  presences   •  Answer  customer’s  comments,   concerns  &  quesCons   •  Resolve  /  respond  in  a  ways  that   enhance  engagement     Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 44. Social Customer Experience Strategy Step  6:  Stop  the  PoliZcs;  Gain  Org  Alignment   Best  pracZces   •  Offer  social  media  training   •  Especially  Gen  X  &  Gen  Y   •  They’ve  never  not  been  connected   •  Make  sure  to  work  with  Legal   •  Provide  at  least  a  1  hour  compliance  training     Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 45. Best  pracZces…  in  case  of  a  crisis,  have   the  following  in  place:   •  Digital  defense  preparaCon  plan   •  Digital  defense  response  plan   •  Digital  defense  maintenance  plan     •  Crisis  communicaCons  planning  and   messaging/  on/off  line   •   Issues/crisis  "dark  sites”   •  Digital  crisis  educaCon   •  Online  media  &  blogger  relaCons  /outreach   •  Post-­‐crisis  SEO  and  SEM   •  Digital  defense  content  producCon       Step  6:  Stop  the  PoliZcs;   Gain  Org  Alignment   Step  6:     Stop  the   PoliCcs;  Gain   Org  Alignment   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 46. The  problem  is…   “…They  don’t  conCnually  iterate  their  policies   and  procedures…     •  Around  people,  processes  and  technology   •  Or  pivot  to  make  conCnuous,  measurable   improvements   •  To  reach  business  goals     •  While  staying  in  compliance  and     •  Providing  a  great  customer  experience…”     Step  7:  Pivot  &  Iterate:  Update  Social  Media  Scorecard  &   OpZmize  Goals  &  Plan   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 47. Best  pracCces   •  Customer  Service  ExecuCves  work  directly   with  the  CEO  &  COO     •  Develop  a  scorecard  that  impacts:   •  Customer  Service   •  ObjecCves  and  goals  of  the  rest  of  the   company     •  The  ExecuCve  Team’s  decisions   •  Pivot  to  make  conCnuous,  measurable   improvements   Step  7:  Pivot  &  Iterate:     Update  Your  Social  Media   Scorecard  &  OpZmize  Goals  &  Plan   Step  7:  Pivot  &  Iterate:     Update  Your  Social  Media   Scorecard  &  OpZmize  Goals  &   Plan   Social Customer Experience Strategy Copyright © 2008 @DrNatalie Petouhoff ™ ® © All Rights Reserved
  • 48. Customer  Experience  Assessments   •  An  objecZve  assessment   •  RecommendaZons   •  Short  &  long  term  strategic     •  Short  &  long  term  tacZcal  plan   Determine  where  you  are  compared  to  best   pracZces  &  your  compeZtors…     Social   Media  /   Customer   Experience      Capability   Report   You  get…   Top     Brand  
  • 49. With  your  scorecard,     You’re  ready  to  go  to  the  next  level…   Customer  Experience  Capability   Score   Level   Step  1:  Gather  Insights  by  Monitor  &   Listening     200   Learn   Step  2:  CreaCng  a  Measurement  Program   100   Listen   Step  3:  Finding  Your  Audience   300   Engage   Step  4:  CreaCng  Engaging  Content   200   Learn   Step  5:  Designing  SCcky  InteracCons   200   Learn   Step  6:  Stop  the  PoliCcs;  Gain  Org   Alignment   100   Listen   Step  7:  Iterate  and  Pivot   100   Listen  
  • 50. You’ll  be  in  a  leadership  posiCon…   5         •  Clear  answers  and  strong  guidance   •  A  disCncCve  voice   •  A  compeCCve  advantage  
  • 51. @drnatalie   www.DrNatalieNews.com                                                  @drnatalienformaCon  Call:   310.919.8467  or  310.709.5519   THANK  YOU   And  don’t  forget  to  show   Your  customers  you  care  

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