Social Media     andcustomer care        Alison Groves   User Experience ManagerRaven Internet Marketing Tools         @Ra...
Customer Care is EVERYTHING.
Customer Care is      EVERYTHING.• Marketing is customer care.
Customer Care is      EVERYTHING.• Marketing is customer care.• Public relations is customer care.
Customer Care is      EVERYTHING.• Marketing is customer care.• Public relations is customer care.• Product development is...
Customer Care is      EVERYTHING.• Marketing is customer care.• Public relations is customer care.• Product development is...
• A developer answers a customer’s  query.
• A developer answers a customer’s  query.• Your marketing staff interacts with  customers at a conference or trade  show.
• A developer answers a customer’s  query.• Your marketing staff interacts with  customers at a conference or trade  show....
What is right for your business?
@ComcastCares
Employee handles        @RavenTools@Raven Alison     @RavenNate@RavenCourts     @RavenMegan@RavenArienne     @RavenIrene @...
listen, listen, listen.    And then listen some more.
Listening Tools    *my personal fav.
Listening Tools• Tweetdeck*         *my personal fav.
Listening Tools• Tweetdeck*• Hootsuite          *my personal fav.
Listening Tools• Tweetdeck*• Hootsuite• Co-Tweet          *my personal fav.
Listening Tools• Tweetdeck*• Hootsuite• Co-Tweet• Raven Tools          *my personal fav.
Listening Tools• Tweetdeck*              • Radian6• Hootsuite• Co-Tweet• Raven Tools          *my personal fav.
Listening Tools• Tweetdeck*              • Radian6• Hootsuite               • Twitter app• Co-Tweet• Raven Tools          ...
Listening Tools• Tweetdeck*              • Radian6• Hootsuite               • Twitter app• Co-Tweet                • Monit...
Facebook is a   push channel.BUT! Can you make it fit what your customer                needs are?
REMEMBER!!!!it’s all about what’s right for your company.
BLOGS!!The forgotten social media channel.
How do you want to  communicate?
How do you want to     communicate?• What blogging strategy is right for your  objectives?
How do you want to     communicate?• What blogging strategy is right for your  objectives?• How many blogs do you have?
How do you want to     communicate?• What blogging strategy is right for your  objectives?• How many blogs do you have?• O...
EMAIL!The original Social Network.
What do we want to tell our customers today?
What do we want to tell our customers today?• New product  launch
What do we want to tell our customers today?• New product  launch• New/different  store hours
What do we want to tell our customers today?• New product  launch• New/different  store hours• What we’re up to  this month
What do we want to tell our customers today?• New product  launch• New/different  store hours• What we’re up to  this mont...
What do we want to tell our customers today?• New product        • Specials/discounts  launch• New/different  store hours•...
What do we want to tell our customers today?• New product        • Specials/discounts  launch                     • Commun...
What do we want to tell our customers today?• New product        • Specials/discounts  launch                     • Commun...
What do we want to tell our customers today?• New product        • Specials/discounts  launch                     • Commun...
What do we want to tell our customers today?• New product        • Specials/discounts  launch                     • Commun...
Email options• Campaign Monitor   • Vertical Response• Constant Contact   • Benchmark Email• Emma               • GetRespo...
Measure that   crap!
(and the local brigade!)
“Local” Businesses
“Local” Businesses• Is it possible for someone to leave a review  there? Then someone probably did.
“Local” Businesses• Is it possible for someone to leave a review  there? Then someone probably did.• Monitor tips for your...
“Local” Businesses• Is it possible for someone to leave a review  there? Then someone probably did.• Monitor tips for your...
The usual local            suspects• foursquare      • Angie’s List• Yelp            • Judy’s Book• Trip Advisor    • Bing...
REMEMBER!!!!it’s all about what’s right for your company.
FORUMS! Remember those?
Forums forcustomer care
Forums for       customer care• Onsite vs. offsite
Forums for       customer care• Onsite vs. offsite• What platform?
Forums for       customer care• Onsite vs. offsite• What platform?• What’s the best way to go about it?
CustomSocial networks!      Should I?
Would my Customers benefit from  interacting with each other?
Would my Customers benefit from  interacting with each other?• Can you crowd-source customer care?
Would my Customers benefit from  interacting with each other?• Can you crowd-source customer care?• Would a dedicated socia...
Would my Customers benefit from  interacting with each other?• Can you crowd-source customer care?• Would a dedicated socia...
REMEMBER!!!!it’s all about what’s right for your company.
question             and         Answer sitesdisgruntled customers will talk about you               anywhere.
Marketing? Or a channel for   a customer to leave        feedback?
Crisis management
Customer is not happy.     Now what?
Customer is not happy.     Now what?• Create a “party line” with PR and management. How  will we handle things?
Customer is not happy.     Now what?• Create a “party line” with PR and management. How  will we handle things?• While the...
Customer is not happy.     Now what?• Create a “party line” with PR and management. How  will we handle things?• While the...
Customer is not happy.     Now what?• Create a “party line” with PR and management. How  will we handle things?• While the...
CRISISMANAGEMENT!   A case study.
Takeaways
Takeaways• Evaluate what YOUR needs are, and build  a social media customer care plan around  them.
Takeaways• Evaluate what YOUR needs are, and build  a social media customer care plan around  them.• Listen, listen, and t...
Takeaways• Evaluate what YOUR needs are, and build  a social media customer care plan around  them.• Listen, listen, and t...
REMEMBER!!!!it’s all about what’s right for your company.
Alison GrovesUser Experience ManagerRaven Internet Marketing Toolsalison@raventools.com@RavenAlisonlinkedin.com/in/alisong...
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
Social Media and Customer Care
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Social Media and Customer Care

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When you hear the words "social media", it's generally tied in with marketing. However, social media can be one of your biggest assets when it comes to customer care. But how should it be utilized? And should it be utilized in the same way for every company? Using these new platforms, customers and businesses can communicate like never before....and not just to obtain them or to market to them, but to listen and help.

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  • Social Media and Customer Care

    1. 1. Social Media andcustomer care Alison Groves User Experience ManagerRaven Internet Marketing Tools @RavenAlison linkedin.com/in/alisongroves
    2. 2. Customer Care is EVERYTHING.
    3. 3. Customer Care is EVERYTHING.• Marketing is customer care.
    4. 4. Customer Care is EVERYTHING.• Marketing is customer care.• Public relations is customer care.
    5. 5. Customer Care is EVERYTHING.• Marketing is customer care.• Public relations is customer care.• Product development is customer care.
    6. 6. Customer Care is EVERYTHING.• Marketing is customer care.• Public relations is customer care.• Product development is customer care.• Sales is customer care.
    7. 7. • A developer answers a customer’s query.
    8. 8. • A developer answers a customer’s query.• Your marketing staff interacts with customers at a conference or trade show.
    9. 9. • A developer answers a customer’s query.• Your marketing staff interacts with customers at a conference or trade show.• Director of Public Relations sees a customer complaint and helps assist.
    10. 10. What is right for your business?
    11. 11. @ComcastCares
    12. 12. Employee handles @RavenTools@Raven Alison @RavenNate@RavenCourts @RavenMegan@RavenArienne @RavenIrene @RavenJon @RavenYeargin @RavenPratt @RavenJason
    13. 13. listen, listen, listen. And then listen some more.
    14. 14. Listening Tools *my personal fav.
    15. 15. Listening Tools• Tweetdeck* *my personal fav.
    16. 16. Listening Tools• Tweetdeck*• Hootsuite *my personal fav.
    17. 17. Listening Tools• Tweetdeck*• Hootsuite• Co-Tweet *my personal fav.
    18. 18. Listening Tools• Tweetdeck*• Hootsuite• Co-Tweet• Raven Tools *my personal fav.
    19. 19. Listening Tools• Tweetdeck* • Radian6• Hootsuite• Co-Tweet• Raven Tools *my personal fav.
    20. 20. Listening Tools• Tweetdeck* • Radian6• Hootsuite • Twitter app• Co-Tweet• Raven Tools *my personal fav.
    21. 21. Listening Tools• Tweetdeck* • Radian6• Hootsuite • Twitter app• Co-Tweet • Monitter• Raven Tools *my personal fav.
    22. 22. Facebook is a push channel.BUT! Can you make it fit what your customer needs are?
    23. 23. REMEMBER!!!!it’s all about what’s right for your company.
    24. 24. BLOGS!!The forgotten social media channel.
    25. 25. How do you want to communicate?
    26. 26. How do you want to communicate?• What blogging strategy is right for your objectives?
    27. 27. How do you want to communicate?• What blogging strategy is right for your objectives?• How many blogs do you have?
    28. 28. How do you want to communicate?• What blogging strategy is right for your objectives?• How many blogs do you have?• One for marketing, another for customer care? Or combined?
    29. 29. EMAIL!The original Social Network.
    30. 30. What do we want to tell our customers today?
    31. 31. What do we want to tell our customers today?• New product launch
    32. 32. What do we want to tell our customers today?• New product launch• New/different store hours
    33. 33. What do we want to tell our customers today?• New product launch• New/different store hours• What we’re up to this month
    34. 34. What do we want to tell our customers today?• New product launch• New/different store hours• What we’re up to this month• How you doin’?
    35. 35. What do we want to tell our customers today?• New product • Specials/discounts launch• New/different store hours• What we’re up to this month• How you doin’?
    36. 36. What do we want to tell our customers today?• New product • Specials/discounts launch • Community events• New/different store hours• What we’re up to this month• How you doin’?
    37. 37. What do we want to tell our customers today?• New product • Specials/discounts launch • Community events• New/different • Introduce new store hours employees• What we’re up to this month• How you doin’?
    38. 38. What do we want to tell our customers today?• New product • Specials/discounts launch • Community events• New/different • Introduce new store hours employees• What we’re up to • Offer education this month• How you doin’?
    39. 39. What do we want to tell our customers today?• New product • Specials/discounts launch • Community events• New/different • Introduce new store hours employees• What we’re up to • Offer education this month • Solicit feedback• How you doin’?
    40. 40. Email options• Campaign Monitor • Vertical Response• Constant Contact • Benchmark Email• Emma • GetResponse• MailChimp • AWeber• Exact Target • JangoMail• iContact • Easy to Send
    41. 41. Measure that crap!
    42. 42. (and the local brigade!)
    43. 43. “Local” Businesses
    44. 44. “Local” Businesses• Is it possible for someone to leave a review there? Then someone probably did.
    45. 45. “Local” Businesses• Is it possible for someone to leave a review there? Then someone probably did.• Monitor tips for your venue, reach out personally to anyone who had a bad experience
    46. 46. “Local” Businesses• Is it possible for someone to leave a review there? Then someone probably did.• Monitor tips for your venue, reach out personally to anyone who had a bad experience• Companies pay other companies to write positive reviews about them on the internet. (Please don’t do this.)
    47. 47. The usual local suspects• foursquare • Angie’s List• Yelp • Judy’s Book• Trip Advisor • Bing Local• Urban Spoon • City Search• Google Places • Insider Pages• Yahoo! Local • Local.com
    48. 48. REMEMBER!!!!it’s all about what’s right for your company.
    49. 49. FORUMS! Remember those?
    50. 50. Forums forcustomer care
    51. 51. Forums for customer care• Onsite vs. offsite
    52. 52. Forums for customer care• Onsite vs. offsite• What platform?
    53. 53. Forums for customer care• Onsite vs. offsite• What platform?• What’s the best way to go about it?
    54. 54. CustomSocial networks! Should I?
    55. 55. Would my Customers benefit from interacting with each other?
    56. 56. Would my Customers benefit from interacting with each other?• Can you crowd-source customer care?
    57. 57. Would my Customers benefit from interacting with each other?• Can you crowd-source customer care?• Would a dedicated social network be hard for your company to monitor?
    58. 58. Would my Customers benefit from interacting with each other?• Can you crowd-source customer care?• Would a dedicated social network be hard for your company to monitor?• Is it really needed?
    59. 59. REMEMBER!!!!it’s all about what’s right for your company.
    60. 60. question and Answer sitesdisgruntled customers will talk about you anywhere.
    61. 61. Marketing? Or a channel for a customer to leave feedback?
    62. 62. Crisis management
    63. 63. Customer is not happy. Now what?
    64. 64. Customer is not happy. Now what?• Create a “party line” with PR and management. How will we handle things?
    65. 65. Customer is not happy. Now what?• Create a “party line” with PR and management. How will we handle things?• While the customer may not always be right, we can still do right by the customer.
    66. 66. Customer is not happy. Now what?• Create a “party line” with PR and management. How will we handle things?• While the customer may not always be right, we can still do right by the customer.• Just because the customer sounds unhappy doesn’t mean they are unhappy. Culture plays into things for global companies.
    67. 67. Customer is not happy. Now what?• Create a “party line” with PR and management. How will we handle things?• While the customer may not always be right, we can still do right by the customer.• Just because the customer sounds unhappy doesn’t mean they are unhappy. Culture plays into things for global companies.• Ensure that everyone is ready for crisis should it occur.
    68. 68. CRISISMANAGEMENT! A case study.
    69. 69. Takeaways
    70. 70. Takeaways• Evaluate what YOUR needs are, and build a social media customer care plan around them.
    71. 71. Takeaways• Evaluate what YOUR needs are, and build a social media customer care plan around them.• Listen, listen, and then listen some more.
    72. 72. Takeaways• Evaluate what YOUR needs are, and build a social media customer care plan around them.• Listen, listen, and then listen some more.• Measure what your customers want, and by all means give it to them.
    73. 73. REMEMBER!!!!it’s all about what’s right for your company.
    74. 74. Alison GrovesUser Experience ManagerRaven Internet Marketing Toolsalison@raventools.com@RavenAlisonlinkedin.com/in/alisongroves
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