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.

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

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twitter.com/jammayer