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Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
Socap symp11 singley mackie
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Socap symp11 singley mackie

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Why Customer Service Should Be In Social Media and How To Start

Why Customer Service Should Be In Social Media and How To Start

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  • 1. Why Customer Service Should Be In Social Media and How To Get Started Matt Singley (@mattsingley) Chief Engagement Officer Singley + Mackie (@singleymackie)
  • 2. So Who Is This Matt Singley Character? • CEO of singley + mackie • singleymackie.com • twitter.com/singleymackie • facebook.com/singleymackie • Social Media strategy and execution for some amazing companies • Lover of life, hater of PowerPoint Questions? • Father of Four Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 3. • Moving Through The Ecosystem Growth • Increase size of marketable base • Growth in social media is attained through acquisition-centric programs and contests, as well as “social peer pressure”. As friends and online • Create1:1 Engagement conversations with influencers discuss brands, their peers customers and followers are more likely to join the communities over a purely organic “search and like” approach. • Inform and education Conversion • One-to-one and one-to-many consumer, drive to purchase conversations must happen with channel- appropriate tone and frequency so as to Questions? keep the consumer feelings engaged and Send a tweet to appreciated. @mattsingley • Only after trust has developed between with hashtag the consumer and the brand can they be #symp11 converted to consider purchasing goods or services.© SOCAP International 2011.
  • 4. Why Should Customer Service Even Care About Questions? Send a tweet to Social Media? @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 5. Who Should “Own” Social Media? • Press Releases • Brand Reputation PR • Crisis Management Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 6. Who Should “Own” Social Media? Marketing • Online/Offline Offers • Coupons and Deals Questions? Send a tweet to • Amplification of New @mattsingley with hashtag Products and Offers #symp11© SOCAP International 2011.
  • 7. Who Should “Own” Social Media? • Product Help • Complaint Line • Escalation Customer Care Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 8. Who Should “Own” Social Media? PR Marketing Customer Care Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 9. Who Should “Own” Social Media? PR Marketing (Growth) (Conversion) Customer Care (Engagement) Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 10. Who Should “Own” Social Media? PR Marketing (Growth) (Conversion) Customer Care (Engagement) Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 11. Case Studies Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 12. Case Studies: Xbox & Zune Support Questions? Send a tweet to • http://twitter.com/xboxsupport @mattsingley • http://twitter.com/zunesupport with hashtag • Guinness Book of World Records for most #symp11 engaged brand!© SOCAP International 2011.
  • 13. Case Studies: Caesars Entertainment (WOMMA) This is no good… Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 14. Case Studies: Caesars Entertainment (WOMMA) Much better! Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 15. Case Studies: Caesars Entertainment (CES) Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 16. Case Studies: Caesars Entertainment (CES) Be Proactive! Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 17. How To Start Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 18. Increase Your Chances of Success in Social • Get buyoff from Legal, PR and Marketing • Create a separate Twitter channel for support • Provide back channel access to your customer care team for those on the front line • Publish an FAQ/Customer Care tab on your Facebook Page • Staff appropriately • Search for mentions of your name (both @ and regular), as well as mentions of your products • Be timely Questions? • Take negative sentiment offline when possible Send a tweet to @mattsingley • Be a real person! with hashtag #symp11© SOCAP International 2011.
  • 19. Increase Your Chances of Success in Social http://bit.ly/engagemoderate Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  • 20. Thank You! Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.

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