Reinventing Customer Service
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    Reinventing Customer Service Reinventing Customer Service Presentation Transcript

    • WHAT NO ONE’S TELLING YOU ABOUT CUSTOMER SERVICE AND SOCIAL MEDIA SEPTEMBER 27, 2010 Ed Lee, Director, Social MediaTuesday, September 27, 2011
    • Preconceptions Misconception My Perception Conception REINVENTING CUSTOMER SERVICETuesday, September 27, 2011
    • Digital content and sites that allow consumers to connect and share everything from opinions and recommendations to music, video and photosTuesday, September 27, 2011
    • More SOCIAL than MEDIATuesday, September 27, 2011
    • The landscape is changingTuesday, September 27, 2011
    • WE ARE IN THE MIDST OF A PROFOUND CULTURAL SHIFTTuesday, September 27, 2011
    • Social Media allows us to express ourselvesTuesday, September 27, 2011
    • In an instantTuesday, September 27, 2011
    • Without much thoughtTuesday, September 27, 2011
    • Before, during or afterTuesday, September 27, 2011
    • Social media is the new... Water Cooler Coffee Break Cigarette BreakTuesday, September 27, 2011
    • Tuesday, September 27, 2011
    • Tuesday, September 27, 2011
    • Tuesday, September 27, 2011
    • UBLISH TY TO P ER ABILI CONSUMTuesday, September 27, 2011
    • Preconceptions What you may have heardTuesday, September 27, 2011
    • Killer app?Tuesday, September 27, 2011
    • RichardTuesday, September 27, 2011
    • FrankTuesday, September 27, 2011
    • These GuysTuesday, September 27, 2011
    • X Time; Not TwitterTuesday, September 27, 2011
    • It DependsTuesday, September 27, 2011
    • Whatʼs Out There?Tuesday, September 27, 2011
    • Reactive: respondTuesday, September 27, 2011
    • Reactive: Find and respondTuesday, September 27, 2011
    • Reactive: Direct into FunnelTuesday, September 27, 2011
    • ProactiveTuesday, September 27, 2011
    • Misconceptions What I’ve heardTuesday, September 27, 2011
    • Killer AppTuesday, September 27, 2011
    • Talking makes things betterTuesday, September 27, 2011
    • One Size Fits AllTuesday, September 27, 2011
    • 3Tuesday, September 27, 2011 Types of Consumers
    • 1. FansTuesday, September 27, 2011
    • 2. CriticsTuesday, September 27, 2011
    • 3. RagersTuesday, September 27, 2011
    • I can start...Tuesday, September 27, 2011
    • One Size Fits AllTuesday, September 27, 2011
    • My Perception Customer service and social mediaTuesday, September 27, 2011
    • Competitive AdvantageTuesday, September 27, 2011
    • Are we training people to shout at us online?Tuesday, September 27, 2011
    • Canadian ExampleTuesday, September 27, 2011
    • DirectionsTuesday, September 27, 2011
    • Don’t push the toothpaste back into the tubeTuesday, September 27, 2011
    • Learn, Store and ShareTuesday, September 27, 2011
    • Actionable InsightsTuesday, September 27, 2011
    • Integrate into existing systemsTuesday, September 27, 2011
    • Not a product plugTuesday, September 27, 2011
    • Conception Customer service and social mediaTuesday, September 27, 2011
    • Start NowTuesday, September 27, 2011
    • LISTEN ANALYZE What are people saying? What does it mean? Where? How? Who? What can we change? SOCIAL MEDIA AND CUSTOMER SERVICE APPLY LEARN Action Weave the strands together Rinse, RepeatTuesday, September 27, 2011
    • Social BusinessTuesday, September 27, 2011
    • Social Business ModelsTuesday, September 27, 2011
    • Impact of Social MediaTuesday, September 27, 2011
    • THANk YOUTuesday, September 27, 2011
    • Resources edlee.ca/reinvent-customer-serviceTuesday, September 27, 2011
    • QUESTIONS? edl@tribalddb.ca @edlee slideshare.net/edlee linkedin.com/in/edleeTuesday, September 27, 2011