Utilizing Social Media Strategies on Customer Service

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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.

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Utilizing Social Media Strategies on Customer Service

  1. 1. SOCIAL MEDIA STRATEGIES CUSTOMER INTERACTION
  2. 2. VOICE OF THE CUSTOMER CALLS | CHAT | EMAILS | SURVEYS companies control BLOGS | TWITTER | FACEBOOK customers influence REACTIVE SLOW RESPONSE PROACTIVE INSTANT VIRAL
  3. 3. CUSTOMER SATISFACTION
  4. 4. READINESS • WHO OWNS IT? • STAKEHOLDERS alignment) • COST (department EFFECTIVENESS • PREPARE & EXPECT RISKS
  5. 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. 6. COMMUNITY •A HUMAN’S TOUCH • COLLABORATION • ASK HELP FROM LOYAL CUSTOMERS • TRANSPARENCY
  7. 7. TACTICS
  8. 8. THE RIGHT PEOPLE • KNOWS THE VIRTUAL • CUSTOMER CENTRIC SPACE
  9. 9. CONTENT • FREQUENCY • MISTAKE OF HODGEPODGE INFO • CORRECT TOOL TO DISSEMINATE
  10. 10. MONITORING • ACTIVE • MAKE LISTENING IT PERSONAL (customer file) • SEGREGATE INTO GROUPS
  11. 11. TAKE ACTION
  12. 12. LOOK OUT FOR...
  13. 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. 14. DON’T FOCUS ON THE TECHNOLOGY IT’S ALL ABOUT CUSTOMER EXPERIENCE
  15. 15. facebook.com/jammayer twitter.com/jammayer

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