eCustomer Service - Digital Enterprise Workshop - 131112

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  • Where the customer sells the brand for you
  • Ask participants to share what eCustomer Service strategy they will be further investigating and why?
  • Ask participants to complete the online workshop evaluation
  • eCustomer Service - Digital Enterprise Workshop - 131112

    1. 1. Modbury & Salisbury eCustomer ServiceAllison Miller, Vanguard Visions Consulting
    2. 2. Session Overview• Welcome and introductions• Why is good customer service important?• Why incorporate eCustomer Service strategies?• What eCustomer Service will you investigate further?• Workshop Evaluation
    3. 3. Share what you … know or find• Go to bit.ly/eCustomerService131112• Add info, links, slides, comments etc• Review what others have contributed
    4. 4. Why is good customer service important?
    5. 5. Brand Recognition, Return Business & Customer LoyaltyThink Apple or Harley-DavidsonImage: Chipmunk Checking Email Image: Dark Knighthttp://www.flickr.com/photos/23806189@N00/226823992 http://www.flickr.com/photos/49766155@N07/5185076994Found on flickrcc.net Found on flickrcc.net
    6. 6. Why incorporateeCustomer Service strategies?
    7. 7. Having a web presence
    8. 8. Save time & $$ Offer a ‘one stop shop’ Offer a ‘one stop shop’ sa.gov.au/doitonlineImage: http://sa.gov.au/doitonline
    9. 9. Anytime, Anywhere Predicated that between 80-85% of Australians will have an internet-enabled smart phone by mid- 2013 Australian Mobile Phone Lifestyle Index Survey 2012 Source: aimia.com.au/home/news/member-news/aimia-releases-eighth-annual-australian-mobile-phone-lifestyle-indexImage: toddler appshttp://www.flickr.com/photos/7941044@N06/5661879987Found on flickrcc.net
    10. 10. Convenience Apps • What’s your favourite business app? • would your business lends itself to having an app? iTunes App Store Android Apps StoreImage: “Order your coffee with an app” – Vanguard Visions Consulting - http://www.flickr.com/photos/77018488@N03/8143763298/
    11. 11. Real-time comparison Customers are googling product information in store Offer customers real-time support or ‘discounts Digital Trends digitaltrends.comImage: “Swarm” from Digital Trends - http://www.digitaltrends.com/mobile/swarm-app-tracks-and-guides-shoppers/
    12. 12. Give and get
    13. 13. Give to Get What can you give away in order to get your customer’s attention? • Scoopons? • scoopon.com.au • Free online service? • Samples or tasters? • Free quotes? • Free first consultancy?Image: http://www.scoopon.com.au/
    14. 14. The “Push” Email Lists • mailchimp.com Register for eUpdates: bit.ly/digitalcapabilityImage: https://www.purlem.com/blog/2012/07/case-study-purlem-com-announces-innovative-new-mailchimp-integration/
    15. 15. The “Push” Subscribe to Social Media – • Facebook Page • Twitter • Linkedin Group 50% of Web Sales to Occur Via Social Digital Capability – Doing it Smarter Media by 2015 Follow us on: Twitter - twitter.com/digitalcapabili Facebook - facebook.com/digitalcapability Mashable, 1 November 2012 LinkedIn - bit.ly/DCLinkedINImage and quote : http://mashable.com/2012/11/01/facebook-sales/
    16. 16. The “Push” Blogs • Subscribe • RSS feedsImage: http://vanguardvisions.com.au/blog/
    17. 17. And the “Pull” Search Engine Optimisation • Key words • Naming your websitesImages: from Vanguard Visions Consultings website dashboard – http://vanguardvisionsconsulting.com.au
    18. 18. And the “Pull” Adwords - adwords.google.com • what are terms are customers using when looking for products like yours?Image: from the Dashboard of http://adwords.google.com
    19. 19. Listening to your customers
    20. 20. Listening to your customers Customer service is an emotional experience. People want to share their experiences – both good and bad. What are your customers saying about your business? United Breaks GuitarsVideo: United Breaks Guitars: http://www.youtube.com/watch?v=5YGc4zOqozo
    21. 21. Listening to your customers Social media - Facebook • “posts” • “likes”Image: Sydney Morning Herald – 14 August 2012 - http://www.smh.com.au/lifestyle/fashion/storm-over-targets-trampy-fashion-sense-20120813-244xz.html
    22. 22. Listening to your customers Social media - Twitter • “trending” • “#hashtags”Image: Digital Capability Twitter - https://twitter.com/digitalcapabili
    23. 23. Listening to your customers Google Alerts google.com/alertsImage: http://www.google.com/alerts/manage
    24. 24. Listening to your customers Online feedback (Google forms) docs.google.comImage: Screenshots
    25. 25. Automate
    26. 26. Automate Data entered into your Calendar or Database • Simplybook.me • Eventbrite • Simplybook.me • Eventbrite.com.auImages: Simplybook.me - http://eportfolioservices.simplybook.me/index/about Eventbrite: http://steve-hargadon-educator20-adelaide.eventbrite.com.au/
    27. 27. Automate • SMS reminders • Automatic email responses • “I’m currently away …” • “Thank you for registering” • “Reminder of events”Image: SMS reminder - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream
    28. 28. Automate Customer Relationship Management (CRM) • One Page CRM onepagecrm.comImage: http://www.onepagecrm.com/
    29. 29. Collect the data
    30. 30. Collect the data Customer analytics • Google analytics - google.com/analytics • Facebook Page analytics • Wordpress analyticsFacebook Insight Image: http://www.facebook.com/digitalcapability/page_insights
    31. 31. eCustomer Service Key Considerations
    32. 32. eCustomer Service is one of many customer service strategiesImage: A Sea of Glass - The Chihuly Exhibit at the Bellagio in Vegashttp://www.flickr.com/photos/95572727@N00/3888356671Found on flickrcc.net
    33. 33. Your customers’ ‘digital literacy’ and online confidenceImage: My Ghosthttp://www.flickr.com/photos/45339031@N00/212999782Found on flickrcc.net
    34. 34. Your eCustomer Service’s ease of use or ‘usability’Image: How a toddler deals with a crashed+apphttp://www.flickr.com/photos/38869431@N00/4902072639Found on flickrcc.net
    35. 35. Upfront costs and ongoing support/maintenanceImage: 101123-F-5751H-097http://www.flickr.com/photos/39513508@N06/5228827279Found on flickrcc.net
    36. 36. What eCustomer Service strategy will you investigate further?
    37. 37. Workshop evaluation
    38. 38. Allison Miller 0400 732 270 allison@vanguardvisions.com.au Vanguard Visions Consulting’s eCustomer Service offerings More info and blog: vanguardvisionsconsulting.com.au Register for eUpdates: bit.ly/digitalcapability Follow on: Twitter: twitter.com/vanguardvisions Facebook: facebook.com/vanguardvisions LinkedIn: linkedin.com/company/vanguard-visions-consultingvanguardvisionsconsulting.com.au

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