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How to integrate social media 
with customer service 
KEITH MCARTHUR 
ROGERS 
COMMUNICATIONS 
OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014
How to Integrate Social Media with 
Customer Service 
Keith McArthur 
VP, Social Media 
Rogers 
Oct. 28, 2014 
@keithmcarthur 
@RogersKeith
How to integrate social media with customer service, presented by Keith McArthur
Actions Taken Due to Poor Customer Service 
4% 
9% 
15% 
13% 
Complained on social 
Yelled 
Lied 
Cried
How to integrate social media with customer service, presented by Keith McArthur
Actions Taken Due to Poor Customer Service 
4% 
9% 
15% 
13% 
34% 
30% 
46% 
Talked to supervisor 
Cancelled Service 
Dropped the brand 
Complained via Social Media 
Yelled 
Lied 
Cried
How to integrate social media with customer service, presented by Keith McArthur
2) #MindTheHippo 
*Hippo 
*Highest Paid Person’s Opinion 
*ht @setlinger 
@keithmcarthur #ArgyleCMOTor
Why are you talking to your customers? 
1. To improve your customer experience? 
2. To lower call centre costs? 
3. To improve online reputation 
4. To move prospects from consideration to 
purchase? 
5. To get existing customers to buy more? 
6. To learn from them about how to improve 
products and services? 
@keithmcarthur #ArgyleCMOTor
How to integrate social media with customer service, presented by Keith McArthur
How to integrate social media with customer service, presented by Keith McArthur
UNASSISTED ASSISTED 
@keithmcarthur #brandsonly
3) #LiveTheBridge 
@keithmcarthur #ArgyleCMOTor
Bridging: BRAINS!!!!!!!! 
@keithmcarthur #ArgyleCMOTor
How to integrate social media with customer service, presented by Keith McArthur
How to integrate social media with customer service, presented by Keith McArthur
Learn more about past and 
upcoming events 
SOCIALMEDIA.ORG/EVENTS 
OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014

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How to integrate social media with customer service, presented by Keith McArthur

  • 1. How to integrate social media with customer service KEITH MCARTHUR ROGERS COMMUNICATIONS OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014
  • 2. How to Integrate Social Media with Customer Service Keith McArthur VP, Social Media Rogers Oct. 28, 2014 @keithmcarthur @RogersKeith
  • 4. Actions Taken Due to Poor Customer Service 4% 9% 15% 13% Complained on social Yelled Lied Cried
  • 6. Actions Taken Due to Poor Customer Service 4% 9% 15% 13% 34% 30% 46% Talked to supervisor Cancelled Service Dropped the brand Complained via Social Media Yelled Lied Cried
  • 8. 2) #MindTheHippo *Hippo *Highest Paid Person’s Opinion *ht @setlinger @keithmcarthur #ArgyleCMOTor
  • 9. Why are you talking to your customers? 1. To improve your customer experience? 2. To lower call centre costs? 3. To improve online reputation 4. To move prospects from consideration to purchase? 5. To get existing customers to buy more? 6. To learn from them about how to improve products and services? @keithmcarthur #ArgyleCMOTor
  • 17. Learn more about past and upcoming events SOCIALMEDIA.ORG/EVENTS OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014