Social Customer Service & Marketing

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Marketing has claimed ownership of social media within many brands, yet customers are demanding service. In this short presentation, Luke Brynley-Jones explains how this is creating friction between internal Departments - and how budget plays a major role.

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  • Customers are increasingly turning to social media for support
  • If you aren’t monitoring your performance – others are!
  • Social Customer Service & Marketing

    1. 1. Delivering Effective Social Customer Service
    2. 2. oursocaltimes.com/events
    3. 3. How did we get here?
    4. 4. Source: 2013 Raga/NASDAQ OMX Corporate Communications Survey of 2,714 communications professionals, marketers
    5. 5. Who controls the money? Global annual budget for marketing? Global annual budget for customer service? $500 billon $9 billon Source: Genesys G-Force Barcelona,, 2012
    6. 6. Marketeers are still struggling with customer centricity “87% say that their companies currently engage in co-ordinated, cross-channel activity and within this, the level of specific targeting (38%) is strong.” “Only 3% of senior marketers say that their cross-channel marketing activity is customer- centric to a point where it is individualised and set against right-time, right-place priorities.” State of Customer Engagement Report, Econsultancy, 2013
    7. 7. All this is set to change…
    8. 8. The symptoms… “That campaign only had a budget for 6 months.” “We need to generate 2000 new leads month on month”. “I want valuable information and help when I need it.” “Why haven’t you replied to my Facebook comment?” “You screwed up - big time!” “Can someone call customer support? (Who are those guys?)”
    9. 9. 2013 ‘Grand’ European Tour Highlights
    10. 10. Greater Anglia Rail: UK • Provide real-time support via @greateranglia (esp. during bad weather). • Receive feedback from their 20k followers. Learning of problems before the driver. • Offer a Tweet the Manager service (#TTMGA) for feedback about stations. • Daily ‘Web watch’ provided to Directors. https://www.slideshare.net/oursocialtimes/social-media-and-greater-anglia-paul-bentley-greater-anglia
    11. 11. ABN AMRO Bank - Netherlands • Social customer support with a 360-view of the customer relationship (Genesys) • Offering financial advice for young people on Hyves, a niche youth social network. • Giving free advice on the daily challenges of life, e.g. recession. Call this ‘pre- customer support’.
    12. 12. http://www.frankwatching.com/archive/2013/06/14/webcare-anno- 2013-waar-liggen-de-gemiste-kansen/
    13. 13. Where does this leave Marketing?
    14. 14. “Imagine if marketing became more caring and customer service was more engaging?” Bian Salins - Head of Social, Now TV (BSkyB)
    15. 15. Thank you. Luke Brynley-Jones

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