Your SlideShare is downloading. ×
  • Like
Utilizing Social Media Strategies on Customer Service
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Now you can save presentations on your phone or tablet

Available for both IPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Utilizing Social Media Strategies on Customer Service

  • 462 views
Published

Utilizing Exceptional Social Media Strategies in Developing Excellent Customer Interaction Platforms. My presentation at the 6th Annual Customer Interaction Asia Pacific event organized by Frost & …

Utilizing Exceptional Social Media Strategies in Developing Excellent Customer Interaction Platforms. My presentation at the 6th Annual Customer Interaction Asia Pacific event organized by Frost & Sullivan.

Published in Business , Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
No Downloads

Views

Total Views
462
On SlideShare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
3
Comments
1
Likes
2

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. SOCIAL MEDIA STRATEGIES CUSTOMER INTERACTION
  • 2. VOICE OF THE CUSTOMER CALLS | CHAT | EMAILS | SURVEYS companies control BLOGS | TWITTER | FACEBOOK customers influence REACTIVE SLOW RESPONSE PROACTIVE INSTANT VIRAL
  • 3. CUSTOMER SATISFACTION
  • 4. READINESS • WHO OWNS IT? • STAKEHOLDERS alignment) • COST (department EFFECTIVENESS • PREPARE & EXPECT RISKS
  • 5. TECHNOLOGY • KNOW • USE & UNDERSTAND THE TOOLS ONLY WHAT YOU NEED • CHOOSE THE BEST WAY TO ENGAGE, NOT JUST TO INFORM • INTEGRATE WITH CUSTOMER INFO AND KNOWLEDGE BASE
  • 6. COMMUNITY •A HUMAN’S TOUCH • COLLABORATION • ASK HELP FROM LOYAL CUSTOMERS • TRANSPARENCY
  • 7. TACTICS
  • 8. THE RIGHT PEOPLE • KNOWS THE VIRTUAL • CUSTOMER CENTRIC SPACE
  • 9. CONTENT • FREQUENCY • MISTAKE OF HODGEPODGE INFO • CORRECT TOOL TO DISSEMINATE
  • 10. MONITORING • ACTIVE • MAKE LISTENING IT PERSONAL (customer file) • SEGREGATE INTO GROUPS
  • 11. TAKE ACTION
  • 12. LOOK OUT FOR...
  • 13. • APOLOGIES AND EXCUSES - “I’m sorry, we get hundreds of tweets and posts a day...” • SILENCE • PR - “.........” RED FLAGS - look within • SAME TACTICS ONLY MOVED TO SOCIAL MEDIA
  • 14. DON’T FOCUS ON THE TECHNOLOGY IT’S ALL ABOUT CUSTOMER EXPERIENCE
  • 15. facebook.com/jammayer twitter.com/jammayer