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Next generation thinking in customer service mhw

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Presentation I gave for Teleperformance customer 2012

Presentation I gave for Teleperformance customer 2012

Published in: Business, Education

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  • 1. Hi,You are very welcome to use this material for your own personal useHowever this material in not intended for unrestricted sharing. Soplease ask me if you want to send this to others. Thank you!If there is anything you want to ask or need help with please get incontact. Always pleased to help. Some of the issues are alsodebated on my blog (www.brainfoodextra.com) which is another freesource you can accessMartin (Hill-Wilson)Email - martin@brainfoodextra.comTwitter - martinhw Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 2. Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 3. Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 4. Social As Part Of A FullMulti-Channel Strategy Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 5. Social Customer ServiceEcosystem Forums Forums Ratings & Blogs Reviews WEB and more Source: SITE Ideation Q&A Knowledge and more Base Blogs Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 6. Social Listening Forums Forums Ratings & Blogs Reviews WEB and more Source: SITE Ideation Q&A Knowledge and more Base Blogs Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 7. Industrial Strength “We opened the doors to our Social Media Listening Command Centre, which allows us to monitor over 22,000 daily posts related to Dell as well as mentions on Twitter” Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 8. More Than Spreadsheets! Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 9. Social Analytics In Action “Using a social media monitoring tool to identify where we are being talked about, who is talking, their sentiment towards us, their influence on others..” Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 10. Communities Forums Forums Ratings & Blogs Reviews WEB and more Source: SITE Ideation Q&A Knowledge and more Base Blogs Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 11. A Catalyst“What happens when we treat customers as part of the company?” Lyle Fong CEO & C0Founder Lithium Technologies Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 12. Peer to Peer Support Best ‘Story’ Moderators are all customer volunteers from all over the world 30 members contributed 44% of the solutions over last 3 years community knowledge base to over 1200 articles in 12 months 20% reduction in call volumes Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 13. Taps Into CustomerCreativity Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 14. Encourages User GeneratedContent Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 15. Generates Engagement &Mutual Learning Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 16. Showcases Brand Values Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 17. Evolves Into BroaderCommunication Strategy Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 18. Social Networks Forums Forums Ratings & Blogs Reviews WEB and more Source: SITE Ideation Q&A Knowledge and more Base Blogs Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 19. YouTube Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 20. Facebook live community knowledge Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 21. Facebook self service knowledge Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 22. Facebook live chat knowledge Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 23. Facebook self service via mobile app Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 24. Twitter Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 25. Cross ChannelCustomer Journeys Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 26. Examples Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 27. In Action Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 28. A New Workflow Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 29. Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 30. Preparing your social channel mix 1. Identify where your customers and prospects spend time online 2. Define resourcing needs, and ‘openingNOTES hours’ log 3. Cross promote other service options a) Examples include “Find us on Facebook”, “F ollow on Twitter”, “Subscribe to our YouTube channel”, “Join our Group”, “Become a Fan”). 4. Join up the journey across channels – in and our of official hours 5. Rewrite your knowledge mgt strategy to leverage socially sourced knowledge Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 31. Interaction Workflow Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 32. Signpost ServiceOptions Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 33. Dedicated ServiceAccounts? Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 34. Adding In The HumanChemistry Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 35. Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 36. UK, US & Global Competency1 How long did they take to respond 2 to interactions on Twitter?3 Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 37. Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 38. Yet Another Silo! Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 39. Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 40. Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 41. Thank You Making Contact martin@ @martinhwbrainfoodextra.com Next Generation Thinking In Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012

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