Social Media Customer Service    & Crisis Management Trevor Turnbull                   Greg Hounslow Executive Consultant ...
My                                Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audie...
The Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
The Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
My                                Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audie...
My                                Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audie...
My                                Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audie...
My                                Experience Via                                                           Don’t You Worry...
My                                Experience Via                     @westjet tried calling in to cancel my               ...
My                                Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audie...
My                                Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audie...
My                                Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audie...
My                                Experience Via                                                          Top Keywords    ...
My                                Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audie...
Social InfluenceThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
ListenThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
ListenThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
Timely ResponseThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
Respond with a human voiceThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
It’s Never Too Late To Respond                                                          •   The Horror Of The Night       ...
All Hail Czar GregThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
social media as aSocial Media Crisis Communication  crisis communication tool
Trevor Turnbull’s situation      from the other side
Another example
Another example
Here’s how we do it1. Always be monitoring2. Don’t be afraid of negative feedback3. Respond immediately4. Address the indi...
Complaint or Opportunity?1. You can’t please everyone 100% of the time2. Social media complaints are inevitable3. A compla...
Grand Riviera Princess  how social media helped us
Grand Riviera Princess
Grand Riviera Princess
Grand Riviera Princess
Grand Riviera Princess
Grand Riviera Princess
Grand Riviera Princess
Grand Riviera Princess
Grand Riviera Princess
Grand Riviera Princess1. Social media was an ideal way to communicate2. We were able to post timely updates3. We were able...
Grand Riviera PrincessSocial Media Crisis Communication        do you think it worked?
Social Media Customer Service    & Crisis Management Trevor Turnbull                   Greg Hounslow Executive Consultant ...
FWIN a Jarome Iginla TSHIRTG                                            Twitter Contest     C#-<,-%H-%34"%I8"             ...
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WestJet - Social Media Customer Service & Crisis Management

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When most people think about the advantages of using social media for business, they immediately think of the sales and marketing benefits. And, although social media has opened up many opportunities to sell and market businesses online, social media can also be used as a tool for listening and providing customer service. After all, savvy consumers don’t trust marketing- they trust their peers.

This presentation is about whether you or your organization cares to be involved or not with your audience. If you choose not to be involved, you will lose control of the conversation about your product or business. In today's world, trust can take years to build but can be eroded away in one Tweet!

Greg Hounslow (Emerging Media Advisor - WestJet) and Trevor Turnbull (Executive Consultant - tMedia Strategies) share insights on why businesses shouldn't fear social media and how it can be used to build trust through transparency and engagement. They present examples of social media disasters, how they could have been avoided and what to do when they can't be avoided.

Greg and Trevor have a unique story that you don't want to miss! You will walk away from this presentation inspired by the power of social media and will hear first hand how WestJet uses social media as a crisis management tool when situations erupt around their brand.

To watch the live video recording of this SMBYYC presentation visit: http://trevorturnbull.com/speaking

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WestJet - Social Media Customer Service & Crisis Management

  1. 1. Social Media Customer Service & Crisis Management Trevor Turnbull Greg Hounslow Executive Consultant Emerging Media Advisor tMedia.com facebook.com/westjet @tMediaStrategy youtube.com/westjet facebook.com/tMediaStrategies @WestJet
  2. 2. My Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  3. 3. The Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  4. 4. The Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  5. 5. My Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  6. 6. My Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  7. 7. My Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  8. 8. My Experience Via Don’t You Worry I’m Here To Help!The Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  9. 9. My Experience Via @westjet tried calling in to cancel my flight tomm…on hold for 1hr then got disconnected. Cant find an email address on your website Email us at twitter@westjet.com and we’ll see what we can do to helpThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  10. 10. My Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  11. 11. My Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  12. 12. My Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  13. 13. My Experience Via Top Keywords • Trevor Turnbull - 364 • WestJet Email Address - 122 • WestJet Email - 74 Over 140 keyword variations with the word “WestJet”The Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  14. 14. My Experience ViaThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  15. 15. Social InfluenceThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  16. 16. ListenThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  17. 17. ListenThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  18. 18. Timely ResponseThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  19. 19. Respond with a human voiceThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  20. 20. It’s Never Too Late To Respond • The Horror Of The Night • Do not ever say here!!! The staff are thieves • Dirty Rooms & Double Charged • DO NOT STAY HERE • Turn around and run, sleeping in a roadside ditch is betterThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  21. 21. All Hail Czar GregThe Art of Corporate Storytelling.The Science of Creating Contagious Audience Engagement.
  22. 22. social media as aSocial Media Crisis Communication crisis communication tool
  23. 23. Trevor Turnbull’s situation from the other side
  24. 24. Another example
  25. 25. Another example
  26. 26. Here’s how we do it1. Always be monitoring2. Don’t be afraid of negative feedback3. Respond immediately4. Address the individual5. Take the conversation offline (email, phone, etc.)6. If a group is involved, show the group you’re on it7. Solve the problem, address the concern8. Identify opportunities for improvement9. Provide internal feedback10. Don’t take comments personally
  27. 27. Complaint or Opportunity?1. You can’t please everyone 100% of the time2. Social media complaints are inevitable3. A complaint is an opportunity for you to showcase your communication and problem solving skills4. The outcome will usually be positive if you put the effort in“For the most part, all it takes is a touch of humanity to turn a disgruntled customer into an appreciative fan or follower.” - Blogger Dany Levy, during Iceland ash cloud
  28. 28. Grand Riviera Princess how social media helped us
  29. 29. Grand Riviera Princess
  30. 30. Grand Riviera Princess
  31. 31. Grand Riviera Princess
  32. 32. Grand Riviera Princess
  33. 33. Grand Riviera Princess
  34. 34. Grand Riviera Princess
  35. 35. Grand Riviera Princess
  36. 36. Grand Riviera Princess
  37. 37. Grand Riviera Princess1. Social media was an ideal way to communicate2. We were able to post timely updates3. We were able to adjust as feedback came in3. Information was easily shareable4. Total of 12 updates from Sunday to Wednesday5. Reach and engagement: 485,000+ impressions 213 comments 367 likes
  38. 38. Grand Riviera PrincessSocial Media Crisis Communication do you think it worked?
  39. 39. Social Media Customer Service & Crisis Management Trevor Turnbull Greg Hounslow Executive Consultant Emerging Media Advisor tMedia.com facebook.com/westjet @tMediaStrategy youtube.com/westjet facebook.com/tMediaStrategies @WestJet
  40. 40. FWIN a Jarome Iginla TSHIRTG Twitter Contest C#-<,-%H-%34"%I8" • Mention @RedMileBlog %J .4,77,-%1,54%K#)8" • Use Hashtag #IggyShirt • TwitPic this sign or slide • Get Creative! One random TWEET will win! !"#$"%&()%*(+,-"++%.#)/%0%1,-%2%3+4,)56 3%7"#)-%8)"%9,+,5%(+%#5%: )"/8,7";7<=>8?@,/+A)50>#7<#)B C"7A%D(AA)5%E,/+A)5%.#7<#)B Powered by T3CONNECT.com
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