Whoops here comes social martin hill wilson

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Whoops here comes social martin hill wilson

  1. 1. Whoops !Here Comes Social Starring Your Customers Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  2. 2. Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  3. 3. BECAUSE… Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  4. 4. From This... Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  5. 5. ..To This Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  6. 6. A Natural EvolutionIf you sell on social networks, customerservice will inevitably follow Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  7. 7. A Natural EvolutionAnd it has Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  8. 8. The EvolutionIf you don’t get service right via yourtraditional channels Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  9. 9. It Goes Public Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  10. 10. But Discover The Upsides Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  11. 11. And Reap The Rewards Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  12. 12. Here’s A Thought Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  13. 13. Here’s Another Thought Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  14. 14. SO…what elsechanges? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  15. 15. Becomes An Internal CatalystSocial interactions make issues visible “Comcast’s social customer service program continues to develop a culture of customer-centricity At the same time, the team is leading internal efforts to transform products, processes, and services” Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  16. 16. Transforms Your Options Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  17. 17. Inspires New ModelsTo Get Things Done Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  18. 18. Builds Brand ValueBut it’s tough to stay in credit Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  19. 19. If You Are World Classsocial customer service then adds to brandequity Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  20. 20. Here’s Their Key InsightThe key difference of Social Media is that, unlike other channels,customers talk about you on sites across the internet instead oftalking with you directlyThis means that we need to engage ourselves proactively inconversations as opposed to our normal channels which are reactive. Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  21. 21. Maybe The 1st Milestone?Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  22. 22. How Will It All WorkOut? “Social media has changedcustomer service from being a support function to being an extension of marketing” Webinar poll of 130 call centre managers Agree or Disagree? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012

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