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eCustomer Service - Digital Enterprise Workshop - 131112

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 bit.ly/eCustomerService131112• 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 Knighthttp://www.flickr.com/photos/23806189@N00/226823992 http://www.flickr.com/photos/49766155@N07/5185076994Found on flickrcc.net Found on flickrcc.net
  • Why incorporateeCustomer Service strategies?
  • Having a web presence
  • Save time & $$ Offer a ‘one stop shop’ Offer a ‘one stop shop’ sa.gov.au/doitonlineImage: http://sa.gov.au/doitonline
  • 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
  • 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/
  • 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/
  • Give and get
  • 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/
  • 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/
  • 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/
  • The “Push” Blogs • Subscribe • RSS feedsImage: http://vanguardvisions.com.au/blog/
  • And the “Pull” Search Engine Optimisation • Key words • Naming your websitesImages: from Vanguard Visions Consultings website dashboard – http://vanguardvisionsconsulting.com.au
  • 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
  • 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: http://www.youtube.com/watch?v=5YGc4zOqozo
  • 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
  • Listening to your customers Social media - Twitter • “trending” • “#hashtags”Image: Digital Capability Twitter - https://twitter.com/digitalcapabili
  • Listening to your customers Google Alerts google.com/alertsImage: http://www.google.com/alerts/manage
  • Listening to your customers Online feedback (Google forms) docs.google.comImage: Screenshots
  • Automate
  • 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/
  • 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
  • Automate Customer Relationship Management (CRM) • One Page CRM onepagecrm.comImage: http://www.onepagecrm.com/
  • Collect the data
  • Collect the data Customer analytics • Google analytics - google.com/analytics • Facebook Page analytics • Wordpress analyticsFacebook Insight Image: http://www.facebook.com/digitalcapability/page_insights
  • eCustomer Service Key Considerations
  • 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
  • Your customers’ ‘digital literacy’ and online confidenceImage: My Ghosthttp://www.flickr.com/photos/45339031@N00/212999782Found on flickrcc.net
  • 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
  • Upfront costs and ongoing support/maintenanceImage: 101123-F-5751H-097http://www.flickr.com/photos/39513508@N06/5228827279Found on flickrcc.net
  • What eCustomer Service strategy will you investigate further?
  • Workshop evaluation
  • 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