SlideShare a Scribd company logo

Complaints on social media (and how to minimise the damage they cause) - Olga Ter Voert - TNS NIPO

•
•
Our Social Times
Our Social Times

Complaints on social media (and how to minimise the damage they cause) - Olga Ter Voert - TNS NIPO at Social CRM 2013, hosted by Our Social Times

BusinessTechnology
1 of 24
Download to read offline
Webcare 2013: where are the (missed) opportunities? Webcare 2013: where are the (missed) opportunities? © TNS
@olgatervoert Webcare 2013: where are the (missed) opportunities? © TNS
Empowerment of consumers 30% 2% Posts Messages Reads Messages Webcare 2013: where are the (missed) opportunities? © TNS 3
What to do with these messages? Webcare 2013: where are the (missed) opportunities? © TNS 4
The research:    Part of Customer Centric DNA Awards 10 industries 2.000 online complaints The results:  Who complains and why  Which channels people use  How people wish companies would respond Webcare 2013: where are the (missed) opportunities? © TNS 5
Who complains? Webcare 2013: where are the (missed) opportunities? © TNS 6
Webcare 2013: where are the (missed) opportunities? © TNS 7
Webcare 2013: where are the (missed) opportunities? © TNS 8
Why complain? Webcare 2013: where are the (missed) opportunities? © TNS 9
Motives for posting an online complaint Corporate assistance 48% Helping other consumers 31% Venting negative feelings 30% Vengeance Advice seeking Reciprocity 23% 13% 10% Webcare 2013: where are the (missed) opportunities? © TNS 10
Double failure 71% of consumers post their online complaint as a result of failing traditional customer service WOW! Webcare 2013: where are the (missed) opportunities? © TNS 11
Which channels are used? 10% 2% 2% Corporate website/e-mail 12% Social networking site 46% Twitter Forums Weblog Consumer (review) site 8% Community 20% Webcare 2013: where are the (missed) opportunities? © TNS 12
Consumers consciously choose a channel based on their motives Corporate assistance Helping other consumers Venting negative feelings Vengeance Advice seeking Reciprocity Corporate website Social networking site Twitter Forums Consumer (review) sites Webcare 2013: where are the (missed) opportunities? © TNS 13
(How to) respond? Webcare 2013: where are the (missed) opportunities? © TNS 14
A lot of missed opportunities 70% 69% 57% 34% 38% Gets webcare 26% 2011 Hopes to get webcare 2012 2013 Webcare 2013: where are the (missed) opportunities? © TNS 15
A lot of missed opportunities 79% 76% 75% 74% 74% 71% 69% 69% 68% 67% 50% 46% 49% 43% 40% 41% 40% 35% 36% 35% 33% 23% Hopes to get webcare Gets webcare Webcare 2013: where are the (missed) opportunities? © TNS 16
88% of consumers believe one will appreciate a response on their online complaint Webcare 2013: where are the (missed) opportunities? © TNS 17
Three factors determining the success of webcare 1. Respond (in time) 3. Use a human tone of voice Hostmanship 2. Provide a solution Webcare 2013: where are the (missed) opportunities? © TNS 18
Three factors determining the success of webcare Intention to recommend without webcare Intention to recommend with webcare NPS = -86 Average NPS = 3,4 62% NPS = -66 Average NPS = 4,5 38% Exceeding Customer Expectations Bad solution Mediocre solution Good solution NPS = -91 Average NPS = 2,5 13% NPS = -88 Average NPS = 4,3 7% NPS = -40 Average NPS = 6,1 18% Bad Hostmanship* Mediocre Hostmanship* Good Hostmanship* NPS = -82 Average NPS = 4 3% NPS = -46 Average NPS = 6,2 10% NPS = -2 Average NPS = 7,2 5% * Hostmanship = Responding in a human way Webcare 2013: where are the (missed) opportunities? © TNS 19
In conclusion For consumers Webcare is the last chance a company gets. Most online complaints are the result of failing traditional customer service. Consumers turn to the internet to send their grievance hoping to finally get the attention they want. For companies If performed the right way, webcare makes it possible to restore, and even improve the relationship with unsatisfied consumers. But only a minority succeeds in taking away dissatisfaction with webcare. Webcare 2013: where are the (missed) opportunities? © TNS 20
What’s the colour of this pants? http://www.hoppinger.com/blog/social-media-webcare-een-praktijkcase-met-klm-en-coolblue Webcare 2013: where are the (missed) opportunities? © TNS 21
Webcare 2013: where are the (missed) opportunities? © TNS 22
Lessons from Coolblue 1. Responding in time, within 30 minutes, 7 days a week 2. Offering personal contact, treading customers as individuals 3. Having guidelines, but also flexibility to add fun 4. Learning by doing, getting a little bit better every day Webcare 2013: where are the (missed) opportunities? © TNS 23
Contact me Olga ter Voert Olga.ter.Voert@tns-nipo.com @olgatervoert 020 5225 374 Check our website: tns-nipo.com More information about our webcare research on Frankwatching • Chances anno 2013 http://www.frankwatching.com/archive/2013/06/14/webcare-anno-2013-waar-liggende-gemiste-kansen/ • Webcare as full-service http://www.frankwatching.com/archive/2012/06/07/consumenten-zien-webcaresteeds-meer-als-volwaardig-servicekanaal/ • Webcare on Facebook http://www.frankwatching.com/archive/2012/06/14/webcare-op-facebook-hoe-verkun-je-gaan/ Webcare 2013: where are the (missed) opportunities? © TNS 24

Recommended

Marketers in Ireland Q1 2014 report
Marketers in Ireland Q1 2014 reportMarketers in Ireland Q1 2014 report
Marketers in Ireland Q1 2014 report
Amarach Research
 
Marketers In Ireland
Marketers In IrelandMarketers In Ireland
Marketers In Ireland
MCsquaredIRL
 
50 Must Know Statistics for B2B Lead Generation
50 Must Know Statistics for B2B Lead Generation50 Must Know Statistics for B2B Lead Generation
50 Must Know Statistics for B2B Lead Generation
Pierre de Braux
 
Luxury Interactive Benchmarking Study
Luxury Interactive Benchmarking StudyLuxury Interactive Benchmarking Study
Luxury Interactive Benchmarking Study
Laura_Publisher
 
Social Media Stats For B2B Lead Generation
Social Media Stats For B2B Lead GenerationSocial Media Stats For B2B Lead Generation
Social Media Stats For B2B Lead Generation
Jennifer Jones-Mitchell
 
Pepper 2014 Marketing Automation Report
Pepper 2014 Marketing Automation ReportPepper 2014 Marketing Automation Report
Pepper 2014 Marketing Automation Report
Pepper
 
Thought Leadership Disrupted: New Rules for the Content Age
Thought Leadership Disrupted: New Rules for the Content AgeThought Leadership Disrupted: New Rules for the Content Age
Thought Leadership Disrupted: New Rules for the Content Age
Heather Taylor
 
Customer experience-compendium-july-2017
Customer experience-compendium-july-2017Customer experience-compendium-july-2017
Customer experience-compendium-july-2017
Helmy Kurniawan
 

Recommended

Marketers in Ireland Q1 2014 report
Marketers in Ireland Q1 2014 reportMarketers in Ireland Q1 2014 report
Marketers in Ireland Q1 2014 report
Amarach Research
 
Marketers In Ireland
Marketers In IrelandMarketers In Ireland
Marketers In Ireland
MCsquaredIRL
 
50 Must Know Statistics for B2B Lead Generation
50 Must Know Statistics for B2B Lead Generation50 Must Know Statistics for B2B Lead Generation
50 Must Know Statistics for B2B Lead Generation
Pierre de Braux
 
Luxury Interactive Benchmarking Study
Luxury Interactive Benchmarking StudyLuxury Interactive Benchmarking Study
Luxury Interactive Benchmarking Study
Laura_Publisher
 
Social Media Stats For B2B Lead Generation
Social Media Stats For B2B Lead GenerationSocial Media Stats For B2B Lead Generation
Social Media Stats For B2B Lead Generation
Jennifer Jones-Mitchell
 
Pepper 2014 Marketing Automation Report
Pepper 2014 Marketing Automation ReportPepper 2014 Marketing Automation Report
Pepper 2014 Marketing Automation Report
Pepper
 
Thought Leadership Disrupted: New Rules for the Content Age
Thought Leadership Disrupted: New Rules for the Content AgeThought Leadership Disrupted: New Rules for the Content Age
Thought Leadership Disrupted: New Rules for the Content Age
Heather Taylor
 
Customer experience-compendium-july-2017
Customer experience-compendium-july-2017Customer experience-compendium-july-2017
Customer experience-compendium-july-2017
Helmy Kurniawan
 
10 Tips for using Content Marketing in Recruitment
10 Tips for using Content Marketing in Recruitment10 Tips for using Content Marketing in Recruitment
10 Tips for using Content Marketing in Recruitment
Raj Anand
 
B2B Content Marketing: 2013 Benchmarks, Budgets, and Trends–North America
B2B Content Marketing: 2013 Benchmarks, Budgets, and Trends–North AmericaB2B Content Marketing: 2013 Benchmarks, Budgets, and Trends–North America
B2B Content Marketing: 2013 Benchmarks, Budgets, and Trends–North America
Content Marketing Institute
 
Cmo insider edition__global_email_trends_report_2021
Cmo insider edition__global_email_trends_report_2021Cmo insider edition__global_email_trends_report_2021
Cmo insider edition__global_email_trends_report_2021
Harsha MV
 
eTail Canada Ecommerce Retail Market Research Report
eTail Canada Ecommerce Retail Market Research ReporteTail Canada Ecommerce Retail Market Research Report
eTail Canada Ecommerce Retail Market Research Report
David Matthews
 
The CMO Survey Highlights and Insights Feb 2016
The CMO Survey Highlights and Insights Feb 2016The CMO Survey Highlights and Insights Feb 2016
The CMO Survey Highlights and Insights Feb 2016
christinemoorman
 
33 Great Statistics about Lead Management & Automation
33 Great Statistics about Lead Management & Automation33 Great Statistics about Lead Management & Automation
33 Great Statistics about Lead Management & Automation
APSIS
 
What Works Where B2B Digital 2016
What Works Where B2B Digital 2016What Works Where B2B Digital 2016
What Works Where B2B Digital 2016
Lisa (Chartier) Colella
 
E marketer marketing_automation_roundup
E marketer marketing_automation_roundupE marketer marketing_automation_roundup
E marketer marketing_automation_roundup
Chafik YAHOU
 
The 12 Pillars of Email and Marketing Automation
The 12 Pillars of Email and Marketing AutomationThe 12 Pillars of Email and Marketing Automation
The 12 Pillars of Email and Marketing Automation
Filipp Paster
 
Where SMBs really advertise and where the PLAN to spend more next year
Where SMBs really advertise and where the PLAN to spend more next yearWhere SMBs really advertise and where the PLAN to spend more next year
Where SMBs really advertise and where the PLAN to spend more next year
Dick Larkin
 
Derin Dolen | Introduction to Digital Marketing and How its work
Derin Dolen | Introduction to Digital Marketing and How its workDerin Dolen | Introduction to Digital Marketing and How its work
Derin Dolen | Introduction to Digital Marketing and How its work
Derin Dolen
 
Healthcare b2b Tech Content Marketing Survey 2017
Healthcare b2b Tech Content Marketing Survey 2017 Healthcare b2b Tech Content Marketing Survey 2017
Healthcare b2b Tech Content Marketing Survey 2017
Damo Consulting Inc.
 
Breaking Through Customer Engagement Barriers
Breaking Through Customer Engagement BarriersBreaking Through Customer Engagement Barriers
Breaking Through Customer Engagement Barriers
YesLifecycleMarketing
 
Industrial Marketing in 2021 | GlobalSpec
Industrial Marketing in 2021 | GlobalSpecIndustrial Marketing in 2021 | GlobalSpec
Industrial Marketing in 2021 | GlobalSpec
ChristianJHaight
 
Digital marketing for Future Focused Businesses
Digital marketing for Future Focused BusinessesDigital marketing for Future Focused Businesses
Digital marketing for Future Focused Businesses
Laura Hampton
 
their reporting and trackingHow Industrial Marketers Track ROI?
their reporting and trackingHow Industrial Marketers Track ROI?their reporting and trackingHow Industrial Marketers Track ROI?
their reporting and trackingHow Industrial Marketers Track ROI?
Andrew Flynn
 
State of marketing 2014 report
State of marketing 2014 reportState of marketing 2014 report
State of marketing 2014 report
Sean Garvey
 
How Industrial Marketers Track ROI
How Industrial Marketers Track ROIHow Industrial Marketers Track ROI
How Industrial Marketers Track ROI
Andrew Flynn
 
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
Content Marketing Institute
 
Are you getting quality reports from your marketing agency?
Are you getting quality reports from your marketing agency?Are you getting quality reports from your marketing agency?
Are you getting quality reports from your marketing agency?
Amber Williamson
 
social Media Monitoring, Modulo N.5
social Media Monitoring, Modulo N.5social Media Monitoring, Modulo N.5
social Media Monitoring, Modulo N.5
Ares 2.0 - aresduezero
 
Social media and social media analytics by decisionstats.org
Social media and social media analytics by decisionstats.orgSocial media and social media analytics by decisionstats.org
Social media and social media analytics by decisionstats.org
Ajay Ohri
 

More Related Content

What's hot

Where SMBs really advertise and where the PLAN to spend more next year
Where SMBs really advertise and where the PLAN to spend more next yearWhere SMBs really advertise and where the PLAN to spend more next year
Where SMBs really advertise and where the PLAN to spend more next year
Dick Larkin
 
State of marketing 2014 report
State of marketing 2014 reportState of marketing 2014 report
State of marketing 2014 report
Sean Garvey
 
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
Content Marketing Institute
 

What's hot (20)

10 Tips for using Content Marketing in Recruitment
10 Tips for using Content Marketing in Recruitment10 Tips for using Content Marketing in Recruitment
10 Tips for using Content Marketing in Recruitment
 
B2B Content Marketing: 2013 Benchmarks, Budgets, and Trends–North America
B2B Content Marketing: 2013 Benchmarks, Budgets, and Trends–North AmericaB2B Content Marketing: 2013 Benchmarks, Budgets, and Trends–North America
B2B Content Marketing: 2013 Benchmarks, Budgets, and Trends–North America
 
Cmo insider edition__global_email_trends_report_2021
Cmo insider edition__global_email_trends_report_2021Cmo insider edition__global_email_trends_report_2021
Cmo insider edition__global_email_trends_report_2021
 
eTail Canada Ecommerce Retail Market Research Report
eTail Canada Ecommerce Retail Market Research ReporteTail Canada Ecommerce Retail Market Research Report
eTail Canada Ecommerce Retail Market Research Report
 
The CMO Survey Highlights and Insights Feb 2016
The CMO Survey Highlights and Insights Feb 2016The CMO Survey Highlights and Insights Feb 2016
The CMO Survey Highlights and Insights Feb 2016
 
33 Great Statistics about Lead Management & Automation
33 Great Statistics about Lead Management & Automation33 Great Statistics about Lead Management & Automation
33 Great Statistics about Lead Management & Automation
 
What Works Where B2B Digital 2016
What Works Where B2B Digital 2016What Works Where B2B Digital 2016
What Works Where B2B Digital 2016
 
E marketer marketing_automation_roundup
E marketer marketing_automation_roundupE marketer marketing_automation_roundup
E marketer marketing_automation_roundup
 
The 12 Pillars of Email and Marketing Automation
The 12 Pillars of Email and Marketing AutomationThe 12 Pillars of Email and Marketing Automation
The 12 Pillars of Email and Marketing Automation
 
Where SMBs really advertise and where the PLAN to spend more next year
Where SMBs really advertise and where the PLAN to spend more next yearWhere SMBs really advertise and where the PLAN to spend more next year
Where SMBs really advertise and where the PLAN to spend more next year
 
Derin Dolen | Introduction to Digital Marketing and How its work
Derin Dolen | Introduction to Digital Marketing and How its workDerin Dolen | Introduction to Digital Marketing and How its work
Derin Dolen | Introduction to Digital Marketing and How its work
 
Healthcare b2b Tech Content Marketing Survey 2017
Healthcare b2b Tech Content Marketing Survey 2017 Healthcare b2b Tech Content Marketing Survey 2017
Healthcare b2b Tech Content Marketing Survey 2017
 
Breaking Through Customer Engagement Barriers
Breaking Through Customer Engagement BarriersBreaking Through Customer Engagement Barriers
Breaking Through Customer Engagement Barriers
 
Industrial Marketing in 2021 | GlobalSpec
Industrial Marketing in 2021 | GlobalSpecIndustrial Marketing in 2021 | GlobalSpec
Industrial Marketing in 2021 | GlobalSpec
 
Digital marketing for Future Focused Businesses
Digital marketing for Future Focused BusinessesDigital marketing for Future Focused Businesses
Digital marketing for Future Focused Businesses
 
their reporting and trackingHow Industrial Marketers Track ROI?
their reporting and trackingHow Industrial Marketers Track ROI?their reporting and trackingHow Industrial Marketers Track ROI?
their reporting and trackingHow Industrial Marketers Track ROI?
 
State of marketing 2014 report
State of marketing 2014 reportState of marketing 2014 report
State of marketing 2014 report
 
How Industrial Marketers Track ROI
How Industrial Marketers Track ROIHow Industrial Marketers Track ROI
How Industrial Marketers Track ROI
 
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
Enterprise Content Marketing - Benchmarks, Budgets, and Trends 2022
 
Are you getting quality reports from your marketing agency?
Are you getting quality reports from your marketing agency?Are you getting quality reports from your marketing agency?
Are you getting quality reports from your marketing agency?
 

Viewers also liked

From Social Media Monitoring to Social Business Intelligence
From Social Media Monitoring to Social Business IntelligenceFrom Social Media Monitoring to Social Business Intelligence
From Social Media Monitoring to Social Business Intelligence
Lee Bryant
 
What The Hell Are Chat Canned Responses (And Why Should You Even Care)
What The Hell Are Chat Canned Responses (And Why Should You Even Care)What The Hell Are Chat Canned Responses (And Why Should You Even Care)
What The Hell Are Chat Canned Responses (And Why Should You Even Care)
Customericare
 

Viewers also liked (20)

social Media Monitoring, Modulo N.5
social Media Monitoring, Modulo N.5social Media Monitoring, Modulo N.5
social Media Monitoring, Modulo N.5
 
Social media and social media analytics by decisionstats.org
Social media and social media analytics by decisionstats.orgSocial media and social media analytics by decisionstats.org
Social media and social media analytics by decisionstats.org
 
Turn Social Media Complaints into a Stronger Reputation
Turn Social Media Complaints into a Stronger ReputationTurn Social Media Complaints into a Stronger Reputation
Turn Social Media Complaints into a Stronger Reputation
 
Setting up a Machine Learning Platform - Monitoring social media the “smart” way
Setting up a Machine Learning Platform - Monitoring social media the “smart” waySetting up a Machine Learning Platform - Monitoring social media the “smart” way
Setting up a Machine Learning Platform - Monitoring social media the “smart” way
 
Ibm watson analytics for social media
Ibm watson analytics for social mediaIbm watson analytics for social media
Ibm watson analytics for social media
 
Disruptive Content Marketing #ISUM15
Disruptive Content Marketing #ISUM15Disruptive Content Marketing #ISUM15
Disruptive Content Marketing #ISUM15
 
Social media analytics powered by data science
Social media analytics powered by data scienceSocial media analytics powered by data science
Social media analytics powered by data science
 
CIPR Guide to Social Media Monitoring
CIPR Guide to Social Media MonitoringCIPR Guide to Social Media Monitoring
CIPR Guide to Social Media Monitoring
 
Social Selling: Facts and Stats
Social Selling: Facts and StatsSocial Selling: Facts and Stats
Social Selling: Facts and Stats
 
From Social Media Monitoring to Social Business Intelligence
From Social Media Monitoring to Social Business IntelligenceFrom Social Media Monitoring to Social Business Intelligence
From Social Media Monitoring to Social Business Intelligence
 
Social Media Analytics Competitive tools
Social Media Analytics Competitive toolsSocial Media Analytics Competitive tools
Social Media Analytics Competitive tools
 
Social Media Monitoring & Measurement
Social Media Monitoring & MeasurementSocial Media Monitoring & Measurement
Social Media Monitoring & Measurement
 
What The Hell Are Chat Canned Responses (And Why Should You Even Care)
What The Hell Are Chat Canned Responses (And Why Should You Even Care)What The Hell Are Chat Canned Responses (And Why Should You Even Care)
What The Hell Are Chat Canned Responses (And Why Should You Even Care)
 
The Social Media Analytics Glossary
The Social Media Analytics GlossaryThe Social Media Analytics Glossary
The Social Media Analytics Glossary
 
Changi Airport in Social Media - Analytics Research
Changi Airport in Social Media - Analytics ResearchChangi Airport in Social Media - Analytics Research
Changi Airport in Social Media - Analytics Research
 
20170223 - Vivo social profit: veilig omgaan met sociale media in de zorgsector
20170223 - Vivo social profit: veilig omgaan met sociale media in de zorgsector20170223 - Vivo social profit: veilig omgaan met sociale media in de zorgsector
20170223 - Vivo social profit: veilig omgaan met sociale media in de zorgsector
 
Social Media Monitoring Tools and Services Report 2015 Presentation
Social Media Monitoring Tools and Services Report 2015 PresentationSocial Media Monitoring Tools and Services Report 2015 Presentation
Social Media Monitoring Tools and Services Report 2015 Presentation
 
Lavacon 2014 - The state of mobile publishing
Lavacon 2014 - The state of mobile publishingLavacon 2014 - The state of mobile publishing
Lavacon 2014 - The state of mobile publishing
 
Social Selling Statistics
Social Selling StatisticsSocial Selling Statistics
Social Selling Statistics
 
Social Media Monitoring Tools and Services Report Excerpts 2016
Social Media Monitoring Tools and Services Report Excerpts 2016Social Media Monitoring Tools and Services Report Excerpts 2016
Social Media Monitoring Tools and Services Report Excerpts 2016
 

Similar to Complaints on social media (and how to minimise the damage they cause) - Olga Ter Voert - TNS NIPO

A Pragmatic Approach to Analyzing Customers
A Pragmatic Approach to Analyzing CustomersA Pragmatic Approach to Analyzing Customers
A Pragmatic Approach to Analyzing Customers
mark madsen
 
Overcoming obstacles to digital customer care
Overcoming obstacles to digital customer careOvercoming obstacles to digital customer care
Overcoming obstacles to digital customer care
Raffaella Bianchi
 
UMCD 2011 Conference - Is Your Elephant Shy?
UMCD 2011 Conference - Is Your Elephant Shy?UMCD 2011 Conference - Is Your Elephant Shy?
UMCD 2011 Conference - Is Your Elephant Shy?
Tim Elleston
 
E moderation social_media_and_customer_service-may-2013
E moderation social_media_and_customer_service-may-2013E moderation social_media_and_customer_service-may-2013
E moderation social_media_and_customer_service-may-2013
Emoderation
 
Using social media to engage financial services customers
Using social media to engage financial services customersUsing social media to engage financial services customers
Using social media to engage financial services customers
Bazaarvoice
 
The Value of Customer Engagement e-Book
The Value of Customer Engagement e-BookThe Value of Customer Engagement e-Book
The Value of Customer Engagement e-Book
Ventana Research
 
Do your customers like you? How to build a solid reputation through online re...
Do your customers like you? How to build a solid reputation through online re...Do your customers like you? How to build a solid reputation through online re...
Do your customers like you? How to build a solid reputation through online re...
Podium
 

Similar to Complaints on social media (and how to minimise the damage they cause) - Olga Ter Voert - TNS NIPO (20)

Davinci Virtual Live Receptionist Services
Davinci Virtual Live Receptionist ServicesDavinci Virtual Live Receptionist Services
Davinci Virtual Live Receptionist Services
 
Get Serious About Social Customer Care
Get Serious About Social Customer Care Get Serious About Social Customer Care
Get Serious About Social Customer Care
 
Reminders matter – modernizing outbound communications.
Reminders matter – modernizing outbound communications. Reminders matter – modernizing outbound communications.
Reminders matter – modernizing outbound communications.
 
A Pragmatic Approach to Analyzing Customers
A Pragmatic Approach to Analyzing CustomersA Pragmatic Approach to Analyzing Customers
A Pragmatic Approach to Analyzing Customers
 
Digital Disconnect in Customer Engagement
Digital Disconnect in Customer EngagementDigital Disconnect in Customer Engagement
Digital Disconnect in Customer Engagement
 
Multichannel maze-teaser
Multichannel maze-teaserMultichannel maze-teaser
Multichannel maze-teaser
 
Overcoming obstacles to digital customer care
Overcoming obstacles to digital customer careOvercoming obstacles to digital customer care
Overcoming obstacles to digital customer care
 
Atrendia - Who should you believe? - email mythbusters 2 7
Atrendia - Who should you believe? - email mythbusters 2 7Atrendia - Who should you believe? - email mythbusters 2 7
Atrendia - Who should you believe? - email mythbusters 2 7
 
Customer Service Through Social Media
Customer Service Through Social MediaCustomer Service Through Social Media
Customer Service Through Social Media
 
UMCD 2011 Conference - Is Your Elephant Shy?
UMCD 2011 Conference - Is Your Elephant Shy?UMCD 2011 Conference - Is Your Elephant Shy?
UMCD 2011 Conference - Is Your Elephant Shy?
 
Contact Center Assessment: Solution Overview and Approach
Contact Center Assessment: Solution Overview and ApproachContact Center Assessment: Solution Overview and Approach
Contact Center Assessment: Solution Overview and Approach
 
Watson Marketing 2017 Research
Watson Marketing 2017 ResearchWatson Marketing 2017 Research
Watson Marketing 2017 Research
 
Delivering a seamless experience across every channel
Delivering a seamless experience across every channelDelivering a seamless experience across every channel
Delivering a seamless experience across every channel
 
E moderation social_media_and_customer_service-may-2013
E moderation social_media_and_customer_service-may-2013E moderation social_media_and_customer_service-may-2013
E moderation social_media_and_customer_service-may-2013
 
eMarketer Webinar: Customer Experience Strategy in an Always-On World
eMarketer Webinar: Customer Experience Strategy in an Always-On WorldeMarketer Webinar: Customer Experience Strategy in an Always-On World
eMarketer Webinar: Customer Experience Strategy in an Always-On World
 
Using social media to engage financial services customers
Using social media to engage financial services customersUsing social media to engage financial services customers
Using social media to engage financial services customers
 
The Value of Customer Engagement e-Book
The Value of Customer Engagement e-BookThe Value of Customer Engagement e-Book
The Value of Customer Engagement e-Book
 
Do your customers like you? How to build a solid reputation through online re...
Do your customers like you? How to build a solid reputation through online re...Do your customers like you? How to build a solid reputation through online re...
Do your customers like you? How to build a solid reputation through online re...
 
Barnet customer segments 20160524
Barnet customer segments 20160524Barnet customer segments 20160524
Barnet customer segments 20160524
 
Customer Segments - Barnet Council
Customer Segments - Barnet CouncilCustomer Segments - Barnet Council
Customer Segments - Barnet Council
 

More from Our Social Times

More from Our Social Times (20)

Taking the Boring out of B2B Content Marketing
Taking the Boring out of B2B Content MarketingTaking the Boring out of B2B Content Marketing
Taking the Boring out of B2B Content Marketing
 
The convergence of social and digital customer service
The convergence of social and digital customer serviceThe convergence of social and digital customer service
The convergence of social and digital customer service
 
The Convergence of Social and Digital Customer Service
The Convergence of Social and Digital Customer ServiceThe Convergence of Social and Digital Customer Service
The Convergence of Social and Digital Customer Service
 
Social Media Masterclass for BPMA Conference 2014
Social Media Masterclass for BPMA Conference 2014Social Media Masterclass for BPMA Conference 2014
Social Media Masterclass for BPMA Conference 2014
 
B2B content marketing: How to engage generate leads and maximise ROI
B2B content marketing: How to engage generate leads and maximise ROIB2B content marketing: How to engage generate leads and maximise ROI
B2B content marketing: How to engage generate leads and maximise ROI
 
Taking the 'boring' out of B2B content marketing
Taking the 'boring' out of B2B content marketingTaking the 'boring' out of B2B content marketing
Taking the 'boring' out of B2B content marketing
 
Next Generation Customer Communities: From Support to sCRM & Advocacy
Next Generation Customer Communities: From Support to sCRM & Advocacy Next Generation Customer Communities: From Support to sCRM & Advocacy
Next Generation Customer Communities: From Support to sCRM & Advocacy
 
Using Social Data & Gaming Mechanics to Improve Customer Service
Using Social Data & Gaming Mechanics to Improve Customer Service Using Social Data & Gaming Mechanics to Improve Customer Service
Using Social Data & Gaming Mechanics to Improve Customer Service
 
Going Global: How To Create an International Social Customer Service Strategy
Going Global: How To Create an International Social Customer Service Strategy Going Global: How To Create an International Social Customer Service Strategy
Going Global: How To Create an International Social Customer Service Strategy
 
Social Customer Service & Experience (SCSX): A Case Study
Social Customer Service & Experience (SCSX): A Case StudySocial Customer Service & Experience (SCSX): A Case Study
Social Customer Service & Experience (SCSX): A Case Study
 
12 Monate "die Kabelhelden"
12 Monate "die Kabelhelden"12 Monate "die Kabelhelden"
12 Monate "die Kabelhelden"
 
Optimale Integration Sozialer Medien in das Kundenservice Center
Optimale Integration Sozialer Medien in das Kundenservice CenterOptimale Integration Sozialer Medien in das Kundenservice Center
Optimale Integration Sozialer Medien in das Kundenservice Center
 
Der ROI von Social CRM: Vorteile und Nutzen einer digitalen Kundenservice-Str...
Der ROI von Social CRM: Vorteile und Nutzen einer digitalen Kundenservice-Str...Der ROI von Social CRM: Vorteile und Nutzen einer digitalen Kundenservice-Str...
Der ROI von Social CRM: Vorteile und Nutzen einer digitalen Kundenservice-Str...
 
Social Customer Service & Marketing
Social Customer Service & MarketingSocial Customer Service & Marketing
Social Customer Service & Marketing
 
Best Practices in Social Customer Service Excellence
Best Practices in Social Customer Service ExcellenceBest Practices in Social Customer Service Excellence
Best Practices in Social Customer Service Excellence
 
Are you ready for social customer service?
Are you ready for social customer service?Are you ready for social customer service?
Are you ready for social customer service?
 
Social CRM and One Agenda - Martin Hill Wilson at SCRM13 Brussels
Social CRM and One Agenda - Martin Hill Wilson at SCRM13 BrusselsSocial CRM and One Agenda - Martin Hill Wilson at SCRM13 Brussels
Social CRM and One Agenda - Martin Hill Wilson at SCRM13 Brussels
 
Unlocking your Social Business Potential with LinkedIn - Marcel Molenaar, Lin...
Unlocking your Social Business Potential with LinkedIn - Marcel Molenaar, Lin...Unlocking your Social Business Potential with LinkedIn - Marcel Molenaar, Lin...
Unlocking your Social Business Potential with LinkedIn - Marcel Molenaar, Lin...
 
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in B...
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in B...How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in B...
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in B...
 
Customer Experience in Belgium, Lessons to be Learned - Alexandre Gangji, Wea...
Customer Experience in Belgium, Lessons to be Learned - Alexandre Gangji, Wea...Customer Experience in Belgium, Lessons to be Learned - Alexandre Gangji, Wea...
Customer Experience in Belgium, Lessons to be Learned - Alexandre Gangji, Wea...
 

Recently uploaded

What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...
srcw2322l101
 
zidauu _business communication.pptx /pdf
zidauu _business communication.pptx /pdfzidauu _business communication.pptx /pdf
zidauu _business communication.pptx /pdf
zukhrafshabbir
 
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
Khaled Al Awadi
 
How Do Venture Capitalists Make Decisions?
How Do Venture Capitalists Make Decisions?How Do Venture Capitalists Make Decisions?
How Do Venture Capitalists Make Decisions?
Alejandro Cremades
 
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot ReportFuture of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Dubai Multi Commodity Centre
 

Recently uploaded (20)

Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.doc
Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.docGuide to Networking Essentials 8th Edition by Greg Tomsho solution manual.doc
Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.doc
 
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdf
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdfDaftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdf
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdf
 
NFS- Operations Presentation - Recurrent
NFS- Operations Presentation - RecurrentNFS- Operations Presentation - Recurrent
NFS- Operations Presentation - Recurrent
 
LinkedIn Masterclass Techweek 2024 v4.1.pptx
LinkedIn Masterclass Techweek 2024 v4.1.pptxLinkedIn Masterclass Techweek 2024 v4.1.pptx
LinkedIn Masterclass Techweek 2024 v4.1.pptx
 
What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...
 
zidauu _business communication.pptx /pdf
zidauu _business communication.pptx /pdfzidauu _business communication.pptx /pdf
zidauu _business communication.pptx /pdf
 
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
 
How Do Venture Capitalists Make Decisions?
How Do Venture Capitalists Make Decisions?How Do Venture Capitalists Make Decisions?
How Do Venture Capitalists Make Decisions?
 
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot ReportFuture of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
 
HAL Financial Performance Analysis and Future Prospects
HAL Financial Performance Analysis and Future ProspectsHAL Financial Performance Analysis and Future Prospects
HAL Financial Performance Analysis and Future Prospects
 
MichaelStarkes_UncutGemsProjectSummary.pdf
MichaelStarkes_UncutGemsProjectSummary.pdfMichaelStarkes_UncutGemsProjectSummary.pdf
MichaelStarkes_UncutGemsProjectSummary.pdf
 
The Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfThe Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdf
 
Elevate Your Online Presence with SEO Services
Elevate Your Online Presence with SEO ServicesElevate Your Online Presence with SEO Services
Elevate Your Online Presence with SEO Services
 
Series A Fundraising Guide (Investing Individuals Improving Our World) by Accion
Series A Fundraising Guide (Investing Individuals Improving Our World) by AccionSeries A Fundraising Guide (Investing Individuals Improving Our World) by Accion
Series A Fundraising Guide (Investing Individuals Improving Our World) by Accion
 
Exploring-Pipe-Flanges-Applications-Types-and-Benefits.pptx
Exploring-Pipe-Flanges-Applications-Types-and-Benefits.pptxExploring-Pipe-Flanges-Applications-Types-and-Benefits.pptx
Exploring-Pipe-Flanges-Applications-Types-and-Benefits.pptx
 
Creative Ideas for Interactive Team Presentations
Creative Ideas for Interactive Team PresentationsCreative Ideas for Interactive Team Presentations
Creative Ideas for Interactive Team Presentations
 
1Q24_EN hyundai capital 1q performance
1Q24_EN hyundai capital 1q performance1Q24_EN hyundai capital 1q performance
1Q24_EN hyundai capital 1q performance
 
How to refresh to be fit for the future world
How to refresh to be fit for the future worldHow to refresh to be fit for the future world
How to refresh to be fit for the future world
 
tekAura | Desktop Procedure Template (2016)
tekAura | Desktop Procedure Template (2016)tekAura | Desktop Procedure Template (2016)
tekAura | Desktop Procedure Template (2016)
 
Your Work Matters to God RestorationChurch.pptx
Your Work Matters to God RestorationChurch.pptxYour Work Matters to God RestorationChurch.pptx
Your Work Matters to God RestorationChurch.pptx
 

Complaints on social media (and how to minimise the damage they cause) - Olga Ter Voert - TNS NIPO

  • 1. Webcare 2013: where are the (missed) opportunities? Webcare 2013: where are the (missed) opportunities? © TNS
  • 2. @olgatervoert Webcare 2013: where are the (missed) opportunities? © TNS
  • 3. Empowerment of consumers 30% 2% Posts Messages Reads Messages Webcare 2013: where are the (missed) opportunities? © TNS 3
  • 4. What to do with these messages? Webcare 2013: where are the (missed) opportunities? © TNS 4
  • 5. The research:    Part of Customer Centric DNA Awards 10 industries 2.000 online complaints The results:  Who complains and why  Which channels people use  How people wish companies would respond Webcare 2013: where are the (missed) opportunities? © TNS 5
  • 6. Who complains? Webcare 2013: where are the (missed) opportunities? © TNS 6
  • 7. Webcare 2013: where are the (missed) opportunities? © TNS 7
  • 8. Webcare 2013: where are the (missed) opportunities? © TNS 8
  • 9. Why complain? Webcare 2013: where are the (missed) opportunities? © TNS 9
  • 10. Motives for posting an online complaint Corporate assistance 48% Helping other consumers 31% Venting negative feelings 30% Vengeance Advice seeking Reciprocity 23% 13% 10% Webcare 2013: where are the (missed) opportunities? © TNS 10
  • 11. Double failure 71% of consumers post their online complaint as a result of failing traditional customer service WOW! Webcare 2013: where are the (missed) opportunities? © TNS 11
  • 12. Which channels are used? 10% 2% 2% Corporate website/e-mail 12% Social networking site 46% Twitter Forums Weblog Consumer (review) site 8% Community 20% Webcare 2013: where are the (missed) opportunities? © TNS 12
  • 13. Consumers consciously choose a channel based on their motives Corporate assistance Helping other consumers Venting negative feelings Vengeance Advice seeking Reciprocity Corporate website Social networking site Twitter Forums Consumer (review) sites Webcare 2013: where are the (missed) opportunities? © TNS 13
  • 14. (How to) respond? Webcare 2013: where are the (missed) opportunities? © TNS 14
  • 15. A lot of missed opportunities 70% 69% 57% 34% 38% Gets webcare 26% 2011 Hopes to get webcare 2012 2013 Webcare 2013: where are the (missed) opportunities? © TNS 15
  • 16. A lot of missed opportunities 79% 76% 75% 74% 74% 71% 69% 69% 68% 67% 50% 46% 49% 43% 40% 41% 40% 35% 36% 35% 33% 23% Hopes to get webcare Gets webcare Webcare 2013: where are the (missed) opportunities? © TNS 16
  • 17. 88% of consumers believe one will appreciate a response on their online complaint Webcare 2013: where are the (missed) opportunities? © TNS 17
  • 18. Three factors determining the success of webcare 1. Respond (in time) 3. Use a human tone of voice Hostmanship 2. Provide a solution Webcare 2013: where are the (missed) opportunities? © TNS 18
  • 19. Three factors determining the success of webcare Intention to recommend without webcare Intention to recommend with webcare NPS = -86 Average NPS = 3,4 62% NPS = -66 Average NPS = 4,5 38% Exceeding Customer Expectations Bad solution Mediocre solution Good solution NPS = -91 Average NPS = 2,5 13% NPS = -88 Average NPS = 4,3 7% NPS = -40 Average NPS = 6,1 18% Bad Hostmanship* Mediocre Hostmanship* Good Hostmanship* NPS = -82 Average NPS = 4 3% NPS = -46 Average NPS = 6,2 10% NPS = -2 Average NPS = 7,2 5% * Hostmanship = Responding in a human way Webcare 2013: where are the (missed) opportunities? © TNS 19
  • 20. In conclusion For consumers Webcare is the last chance a company gets. Most online complaints are the result of failing traditional customer service. Consumers turn to the internet to send their grievance hoping to finally get the attention they want. For companies If performed the right way, webcare makes it possible to restore, and even improve the relationship with unsatisfied consumers. But only a minority succeeds in taking away dissatisfaction with webcare. Webcare 2013: where are the (missed) opportunities? © TNS 20
  • 21. What’s the colour of this pants? http://www.hoppinger.com/blog/social-media-webcare-een-praktijkcase-met-klm-en-coolblue Webcare 2013: where are the (missed) opportunities? © TNS 21
  • 22. Webcare 2013: where are the (missed) opportunities? © TNS 22
  • 23. Lessons from Coolblue 1. Responding in time, within 30 minutes, 7 days a week 2. Offering personal contact, treading customers as individuals 3. Having guidelines, but also flexibility to add fun 4. Learning by doing, getting a little bit better every day Webcare 2013: where are the (missed) opportunities? © TNS 23
  • 24. Contact me Olga ter Voert Olga.ter.Voert@tns-nipo.com @olgatervoert 020 5225 374 Check our website: tns-nipo.com More information about our webcare research on Frankwatching • Chances anno 2013 http://www.frankwatching.com/archive/2013/06/14/webcare-anno-2013-waar-liggende-gemiste-kansen/ • Webcare as full-service http://www.frankwatching.com/archive/2012/06/07/consumenten-zien-webcaresteeds-meer-als-volwaardig-servicekanaal/ • Webcare on Facebook http://www.frankwatching.com/archive/2012/06/14/webcare-op-facebook-hoe-verkun-je-gaan/ Webcare 2013: where are the (missed) opportunities? © TNS 24