Customer Service & Social Media: You Can Do Better
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Customer Service & Social Media: You Can Do Better

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Give your audience a better experience online. If your customer service strategy is solely to provide an email address and phone number to call during office hours, you're probably not doing enough. ...

Give your audience a better experience online. If your customer service strategy is solely to provide an email address and phone number to call during office hours, you're probably not doing enough. You can do better.

Most colleges only see marketing opportunities when establishing a presence in social media. Little do they know that customer service IS a huge marketing opportunity and encourages positive word-of-mouth reviews from their communities.

In this session, learn how to provide a 24/7 online service center for your audience by utilizing social media monitoring, live chat functionality, and other online tools that allow users to assist each other. Build a culture around customer service and you'll see an immediate boost in audience satisfaction.

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Customer Service & Social Media: You Can Do Better Customer Service & Social Media: You Can Do Better Presentation Transcript

  • YOU CAN DO BETTER Customer Service and Social MediaMonday, October 24, 2011
  • Nice to meet you! Mike Petroff Emerson College Web and Enrollment Technology Manager Boston, MA #SOC1 @mikepetroff #heweb11Monday, October 24, 2011
  • Nice to meet you! Mike Petroff Emerson College Web and Enrollment Technology Manager Boston, MA #SOC1 @mikepetroff #heweb11Monday, October 24, 2011
  • “Well done is better than well said.” -­‐  Benjamin  FranklinMonday, October 24, 2011
  • “Well done is better than well said.” -­‐  Benjamin  FranklinMonday, October 24, 2011
  • THE CUSTOMER CYCLEMonday, October 24, 2011
  • University SpendingMonday, October 24, 2011
  • Customer Cycle DisconnectMonday, October 24, 2011
  • Customer Cycle DisconnectMonday, October 24, 2011
  • Monday, October 24, 2011
  • Stop treating your customers like one-night stands.Monday, October 24, 2011
  • Our grandparents had it right.Monday, October 24, 2011
  • Our grandparents had it right.Monday, October 24, 2011
  • Our grandparents had it right.Monday, October 24, 2011
  • Monday, October 24, 2011
  • Close, Personal Relationships With CustomersMonday, October 24, 2011
  • Monday, October 24, 2011
  • Share Product Recommendations and Personalize InformationMonday, October 24, 2011
  • Monday, October 24, 2011
  • Reputation Not Bought, But Earned by Customer ServiceMonday, October 24, 2011
  • How Do We Scale Service?Monday, October 24, 2011
  • How Do We Scale Service?Monday, October 24, 2011
  • ListenMonday, October 24, 2011
  • ListenMonday, October 24, 2011
  • Set up Listening StationsMonday, October 24, 2011
  • Set up Listening Stations •Admissions •I.T. •Financial Aid •Athletics •Marketing •Crisis Comm •Academics •Public Safety •Alumni •HousingMonday, October 24, 2011
  • Google AlertsMonday, October 24, 2011
  • Google AlertsMonday, October 24, 2011
  • Tweetdeck & HootsuiteMonday, October 24, 2011
  • Tweetdeck & HootsuiteMonday, October 24, 2011
  • Tweetdeck & HootsuiteMonday, October 24, 2011
  • Tweetdeck & HootsuiteMonday, October 24, 2011
  • Tweetdeck & HootsuiteMonday, October 24, 2011
  • Go Where Your Customers GoMonday, October 24, 2011
  • Go Where Your Customers Go CollegeProwler.com StudentsReview.com Unigo.com Yahoo Answers Yelp College ConfidentialMonday, October 24, 2011
  • Live ChatMonday, October 24, 2011
  • Live ChatMonday, October 24, 2011
  • An example: @OLARKMonday, October 24, 2011
  • An example: OLARK @OLARKMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With Customers Why does it matter?Monday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With Customers Users spent 40% more time on e- commerce sites with live chatMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • Real-time Chat With Customers Users were 300% more likely to return if they used live chatMonday, October 24, 2011
  • Real-time Chat With CustomersMonday, October 24, 2011
  • You have to out-care your competition.Monday, October 24, 2011
  • You have to out-care your competition.Monday, October 24, 2011
  • CrowdsourceMonday, October 24, 2011
  • CrowdsourceMonday, October 24, 2011
  • Build A Social Knowledgebase Use staff and students to create a shared space for answers Example: http:// sunyoswego.wikispot.org/Monday, October 24, 2011
  • Build A Social Knowledgebase Think Bricks Use staff and students to create a shared space for answers Example: http:// sunyoswego.wikispot.org/ Not BuildingsMonday, October 24, 2011
  • Take It PublicMonday, October 24, 2011
  • Take It Public UserVoice Get SatisfactionMonday, October 24, 2011
  • Focus on being proactive, not reactive.Monday, October 24, 2011
  • Focus on being proactive, not reactive.Monday, October 24, 2011
  • Focus on being proactive, not reactive.Monday, October 24, 2011
  • Facebook and Twitter Scale smart. Find brand ambassadors. 24/7 Customer ServiceMonday, October 24, 2011
  • Facebook and Twitter Scale smart. Find brand ambassadors. 24/7 Customer ServiceMonday, October 24, 2011
  • Facebook and TwitterMonday, October 24, 2011
  • Facebook and Twitter Need to respond? There’s a workflow for that... http://bit.ly/SM-response-guideMonday, October 24, 2011
  • Monday, October 24, 2011
  • Monday, October 24, 2011
  • Monday, October 24, 2011
  • Monday, October 24, 2011
  • Learn from XBOXMonday, October 24, 2011
  • Learn from XBOXMonday, October 24, 2011
  • MeasureMonday, October 24, 2011
  • MeasureMonday, October 24, 2011
  • Survey Your Audience! Your audience wants their voice heard. Control their megaphone.Monday, October 24, 2011
  • Survey Your Audience! Your audience wants their voice heard. Control their megaphone.Monday, October 24, 2011
  • Monday, October 24, 2011
  • Feedback is powerful...Monday, October 24, 2011
  • when it leads to change.Monday, October 24, 2011
  • Why It MattersMonday, October 24, 2011
  • Why It MattersMonday, October 24, 2011
  • Our Social Graph dominates how we interact with the web.Monday, October 24, 2011
  • Monday, October 24, 2011
  • CNN.comMonday, October 24, 2011
  • ESPN.c om CNN.comMonday, October 24, 2011
  • ESPN.c om CNN.comMonday, October 24, 2011
  • ESPN.c om CNN.comMonday, October 24, 2011
  • From Jeremiah Owyang (@jowyang)Monday, October 24, 2011
  • GARY VAYNERCHUK Discussing social media & business on MSNBCMonday, October 24, 2011
  • GARY VAYNERCHUK Discussing social media & business on MSNBCMonday, October 24, 2011
  • Listen. Build. Scale.Monday, October 24, 2011
  • You Can Do Better.Monday, October 24, 2011
  • You Can Do Better.Monday, October 24, 2011
  • QUESTIONS + THOUGHTS?Monday, October 24, 2011
  • THANK YOU! Keep in touch. Twitter: @mikepetroff Web: mikepetroff.com Blog: doteduguru.com Check out FollowEDU.comMonday, October 24, 2011