Social Media not just another channel Stephen Hampshire http://customersatisfaction.typepad.com
 
 
 
The top social media sites (according to businesses!) <ul><li>1. Facebook (80%) </li></ul><ul><li>2. Twitter (66%) </li></...
 
 
What it can and can’t do
 
Google search trends (UK)
Ever throw a party  and nobody came? Ever throw a party  and nobody came?
 
 
 
 
 
Making a start
1 (not optional)
 
 
What you need <ul><li>Reputation management </li></ul><ul><li>A contact strategy </li></ul><ul><li>Make it someone’s job <...
2 Tough questions
 
Questions you need honest answers to <ul><li>What type of business are we? </li></ul><ul><li>Do our customers  want  to en...
3 The Cluetrain
 
 
Upcoming SlideShare
Loading in …5
×

Social media in customer service not just another channel

661 views
632 views

Published on

Stephen Hampshire discusses how your organisation can use social media to monitor its reputation and engage with customers, even if you're not particularly 'cool'. You just need to realise that conversation can't be controlled.

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
661
On SlideShare
0
From Embeds
0
Number of Embeds
130
Actions
Shares
0
Downloads
6
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • How many of you use Facebook?.....And Twitter? I’d like to start off by thinking about what social media means. It’s more than Facebook and Twitter. How many social media sites can you name? It’s not about specific sites or technologies, and it isn’t just another channel. Social media is about engaging with customers (and customers and employees engaging with each other). It’s about unmediated person-to-person conversation, and it’s powerful because it’s personal.
  • It’s not a panacea.
  • Alexsandr Orlov has 755,000 Facebook fans and 40,000 Twitter followers. CHECK STATS!
  • Customer Satisfaction Measurement Seminar ver 2.6 The Leadership Factor
  • Social media in customer service not just another channel

    1. 1. Social Media not just another channel Stephen Hampshire http://customersatisfaction.typepad.com
    2. 5. The top social media sites (according to businesses!) <ul><li>1. Facebook (80%) </li></ul><ul><li>2. Twitter (66%) </li></ul><ul><li>3. YouTube (55%) </li></ul><ul><li>4. LinkedIn (49%) </li></ul><ul><li>5. Blogs (43%) </li></ul>
    3. 8. What it can and can’t do
    4. 10. Google search trends (UK)
    5. 11. Ever throw a party and nobody came? Ever throw a party and nobody came?
    6. 17. Making a start
    7. 18. 1 (not optional)
    8. 21. What you need <ul><li>Reputation management </li></ul><ul><li>A contact strategy </li></ul><ul><li>Make it someone’s job </li></ul>
    9. 22. 2 Tough questions
    10. 24. Questions you need honest answers to <ul><li>What type of business are we? </li></ul><ul><li>Do our customers want to engage with us? </li></ul><ul><li>Where are our customers? (hint: not on a site you own!) </li></ul><ul><li>Are we prepared for what they will say? </li></ul>
    11. 25. 3 The Cluetrain

    ×