eCustomer Service - Digital Enterprise Workshop - 131112
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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 eCustomer Service - Digital Enterprise Workshop - 131112 Presentation Transcript

  • Modbury & Salisbury eCustomer ServiceAllison Miller, Vanguard Visions Consulting
  • 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
  • Share what you … know or find• Go to• Add info, links, slides, comments etc• Review what others have contributed
  • Why is good customer service important?
  • Brand Recognition, Return Business & Customer LoyaltyThink Apple or Harley-DavidsonImage: Chipmunk Checking Email Image: Dark Knight on Found on
  • Why incorporateeCustomer Service strategies?
  • Having a web presence
  • Save time & $$ Offer a ‘one stop shop’ Offer a ‘one stop shop’
  • 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: toddler apps on
  • 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 -
  • 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 -
  • Give and get
  • Give to Get What can you give away in order to get your customer’s attention? • Scoopons? • • Free online service? • Samples or tasters? • Free quotes? • Free first consultancy?Image:
  • The “Push” Email Lists • Register for eUpdates:
  • 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 - Facebook - Mashable, 1 November 2012 LinkedIn - and quote :
  • The “Push” Blogs • Subscribe • RSS feedsImage:
  • And the “Pull” Search Engine Optimisation • Key words • Naming your websitesImages: from Vanguard Visions Consultings website dashboard –
  • And the “Pull” Adwords - • what are terms are customers using when looking for products like yours?Image: from the Dashboard of
  • Listening to your customers
  • 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:
  • Listening to your customers Social media - Facebook • “posts” • “likes”Image: Sydney Morning Herald – 14 August 2012 -
  • Listening to your customers Social media - Twitter • “trending” • “#hashtags”Image: Digital Capability Twitter -
  • Listening to your customers Google Alerts
  • Listening to your customers Online feedback (Google forms) Screenshots
  • Automate
  • Automate Data entered into your Calendar or Database • • Eventbrite • • - Eventbrite:
  • Automate • SMS reminders • Automatic email responses • “I’m currently away …” • “Thank you for registering” • “Reminder of events”Image: SMS reminder -
  • Automate Customer Relationship Management (CRM) • One Page CRM onepagecrm.comImage:
  • Collect the data
  • Collect the data Customer analytics • Google analytics - • Facebook Page analytics • Wordpress analyticsFacebook Insight Image:
  • eCustomer Service Key Considerations
  • eCustomer Service is one of many customer service strategiesImage: A Sea of Glass - The Chihuly Exhibit at the Bellagio in Vegas on
  • Your customers’ ‘digital literacy’ and online confidenceImage: My Ghost on
  • Your eCustomer Service’s ease of use or ‘usability’Image: How a toddler deals with a crashed+app on
  • Upfront costs and ongoing support/maintenanceImage: 101123-F-5751H-097 on
  • What eCustomer Service strategy will you investigate further?
  • Workshop evaluation
  • Allison Miller 0400 732 270 Vanguard Visions Consulting’s eCustomer Service offerings More info and blog: Register for eUpdates: Follow on: Twitter: Facebook: LinkedIn: