vanguardvisionsconsulting.com.aueCustomer ServiceMarketing and servicing your customers onlineAllison MillerDirector & Pri...
Session Overview• Welcome and introductions• Why is good customer service important?• Which eCustomer Service strategies?•...
Why is good customerservice important?
Brand Recognition, Return Business& Customer LoyaltyImage: Chipmunk Checking Emailhttp://www.flickr.com/photos/23806189@N0...
Which eCustomer Service strategies to you use now?
Which eCustomer Servicestrategies?
Having a web presence
Offer a ‘one stopshop’Save time & $$Image: http://sa.gov.au/doitonlineOffer a ‘one stopshop’sa.gov.au/doitonline
Anytime, AnywhereImage: toddler appshttp://www.flickr.com/photos/7941044@N06/5661879987Found on flickrcc.netPredicated tha...
Apps• Would your business lendsitself to having an app?• Checking timetables orresults?• Bookingclasses/enrolling?• Latest...
Give and get
What can you give away in orderto get your customer’sattention?• Free online service?• Samples or tasters?• Free consultat...
Image: https://www.purlem.com/blog/2012/07/case-study-purlem-com-announces-innovative-new-mailchimp-integration/Email List...
Image and quote : http://mashable.com/2012/11/01/facebook-sales/Follow us on –• FacebookTwitter• LinkedinGoogle+• Pinteres...
Image: http://vanguardvisions.com.au/blog/Blogs• Subscribe• RSS feedsThe “Push”
Images: from Vanguard Visions Consultings website dashboard – http://vanguardvisionsconsulting.com.auSearch Engine Optimis...
Image: from the Dashboard of http://adwords.google.comAdwords - adwords.google.comFacebook ads - facebook.com/advertising•...
Listening to yourcustomers
Social Media - YouTube“United Breaks Guitars”Listening to your customersVideo: United Breaks Guitars: http://www.youtube.c...
Social media -Facebook• “posts”• “likes”Listening to your customersImage: Sydney Morning Herald – 14 August 2012 - http://...
Listening to your customersImage: Digital Capability Twitter - https://twitter.com/digitalcapabiliSocial media -Twitter• “...
Google Alerts – bringtheir messages to yourinboxgoogle.com/alertsListening to your customersImage: http://www.google.com/a...
Online feedback(Google forms)docs.google.comListening to your customersImage: Screenshots
Automate
Image: Live Chatr - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream• Live Chat - “Can I help you?”• Cl...
Images: Simplybook.me - http://eportfolioservices.simplybook.me/index/about Eventbrite: http://steve-hargadon-educator20-a...
Image: SMS reminder - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream• SMS reminders• Automatic email ...
Image: http://www.onepagecrm.com/Customer RelationshipManagement (CRM)• Insightlyinsightly.com• One Page CRMonepagecrm.com...
Collect the data
Customer analytics• Google analytics -google.com/analytics• Facebook Page analytics• WordPress analyticsCollect the dataFa...
eCustomer Service KeyConsiderations
eCustomer Service is one of manycustomer service strategiesImage: A Sea of Glass - The Chihuly Exhibit at the Bellagio in ...
Your customers’ ‘digital literacy’ andonline confidenceImage: My Ghosthttp://www.flickr.com/photos/45339031@N00/212999782F...
Your eCustomer Service ease of useor ‘usability’Image: How a toddler deals with a crashed+apphttp://www.flickr.com/photos/...
Upfront costs and ongoingsupport/maintenanceImage: 101123-F-5751H-097http://www.flickr.com/photos/39513508@N06/5228827279F...
What eCustomer Servicestrategy will youinvestigate further?
Other webinars we run:Flipped Learning Design – Enabling PersonalisedLearning4 Junehttp://workforceplanningtools.com.au/pr...
Want to know more?Register for eUpdates: bit.ly/digitalcapabilityFollow on:Twitter - twitter.com/digitalcapabiliFacebook -...
vanguardvisionsconsulting.com.auAllison Miller0400 732 270allison@vanguardvisions.com.auvanguardvisionsconsulting.com.au
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e-Customer Service - Marketing & Servicing your Education & Training Customers Online

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In this presentation Allison provides direction and suggestions about Marketing & Servicing your Education & Training Customers Online, whether your customers are external clients, internal ‘customers’ or learners who are clients of your training organisation. She will cover having a web presence, understanding the ‘give and get’ of the internet, listening to and communicating with your customers online as well as other key considerations for implementing eCustomer service

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  • Introduce yourselfWarn about ‘dropping out’
  • This is what will be covered in this webinar
  • Ask people to use the text chat to answer why good customer service is important.
  • Make sure customers can easily find information on your websiteCalls to action
  • Ensure the information you have on your website is readable on smartphones and tablets
  • Ask people to write in the text chatIf they’ve seen or thought of an app for their organisation?
  • People can use social media to say good & bad things about your business
  • Ask participants to share what eCustomer Service strategy they will be further investigating and why in the text chat?
  • e-Customer Service - Marketing & Servicing your Education & Training Customers Online

    1. 1. vanguardvisionsconsulting.com.aueCustomer ServiceMarketing and servicing your customers onlineAllison MillerDirector & Principal Consultant
    2. 2. Session Overview• Welcome and introductions• Why is good customer service important?• Which eCustomer Service strategies?• eCustomer Service Key Considerations• What eCustomer Service will you investigatefurther?• Want to know more?
    3. 3. Why is good customerservice important?
    4. 4. Brand Recognition, Return Business& Customer LoyaltyImage: Chipmunk Checking Emailhttp://www.flickr.com/photos/23806189@N00/226823992Found on flickrcc.netThink Apple or Harley-DavidsonImage: Dark Knighthttp://www.flickr.com/photos/49766155@N07/5185076994Found on flickrcc.net
    5. 5. Which eCustomer Service strategies to you use now?
    6. 6. Which eCustomer Servicestrategies?
    7. 7. Having a web presence
    8. 8. Offer a ‘one stopshop’Save time & $$Image: http://sa.gov.au/doitonlineOffer a ‘one stopshop’sa.gov.au/doitonline
    9. 9. Anytime, AnywhereImage: toddler appshttp://www.flickr.com/photos/7941044@N06/5661879987Found on flickrcc.netPredicated thatbetween 80-85% ofAustralians will havean internet-enabledsmart phone by mid-2013Australian Mobile Phone LifestyleIndex Survey 2012Source: aimia.com.au/home/news/member-news/aimia-releases-eighth-annual-australian-mobile-phone-lifestyle-index
    10. 10. Apps• Would your business lendsitself to having an app?• Checking timetables orresults?• Bookingclasses/enrolling?• Latest news?• Orientation/Induction(AQSA requirements)?• Others?ConvenienceImage: “Order your coffee with an app” – Vanguard Visions Consulting - http://www.flickr.com/photos/77018488@N03/8143763298/iTunes App StoreAndroid Apps Store
    11. 11. Give and get
    12. 12. What can you give away in orderto get your customer’sattention?• Free online service?• Samples or tasters?• Free consultations?• Free first RPL?Give to GetImage: http://www.scoopon.com.au/
    13. 13. Image: https://www.purlem.com/blog/2012/07/case-study-purlem-com-announces-innovative-new-mailchimp-integration/Email Lists• mailchimp.comThe “Push”Register for eUpdates: bit.ly/digitalcapability
    14. 14. Image and quote : http://mashable.com/2012/11/01/facebook-sales/Follow us on –• FacebookTwitter• LinkedinGoogle+• Pinterest• YouTube• etcThe “Push”50% of Web Sales toOccur Via SocialMedia by 2015Mashable, 1 November 2012
    15. 15. Image: http://vanguardvisions.com.au/blog/Blogs• Subscribe• RSS feedsThe “Push”
    16. 16. Images: from Vanguard Visions Consultings website dashboard – http://vanguardvisionsconsulting.com.auSearch Engine Optimisation(SEO)• Key words• Meta-data• Naming your websiteURLAnd the “Pull”
    17. 17. Image: from the Dashboard of http://adwords.google.comAdwords - adwords.google.comFacebook ads - facebook.com/advertising• What are search terms are customers usingwhen looking for products like yours• Use these as keywords on your websiteAnd the “Pull”
    18. 18. Listening to yourcustomers
    19. 19. Social Media - YouTube“United Breaks Guitars”Listening to your customersVideo: United Breaks Guitars: http://www.youtube.com/watch?v=5YGc4zOqozoCustomer service is anemotional experience.People want to sharetheir experiences –both good and bad.What are your customers sayingabout your business?
    20. 20. Social media -Facebook• “posts”• “likes”Listening to your customersImage: Sydney Morning Herald – 14 August 2012 - http://www.smh.com.au/lifestyle/fashion/storm-over-targets-trampy-fashion-sense-20120813-244xz.html
    21. 21. Listening to your customersImage: Digital Capability Twitter - https://twitter.com/digitalcapabiliSocial media -Twitter• “trending”• “#hashtags”
    22. 22. Google Alerts – bringtheir messages to yourinboxgoogle.com/alertsListening to your customersImage: http://www.google.com/alerts/manage
    23. 23. Online feedback(Google forms)docs.google.comListening to your customersImage: Screenshots
    24. 24. Automate
    25. 25. Image: Live Chatr - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream• Live Chat - “Can I help you?”• ClickDesk:• clickdesk.comAutomate
    26. 26. Images: Simplybook.me - http://eportfolioservices.simplybook.me/index/about Eventbrite: http://steve-hargadon-educator20-adelaide.eventbrite.com.au/Data entered into yourCalendar or Database• Simplybook.me• EventbriteAutomate• Simplybook.me• Eventbrite.com.au
    27. 27. Image: SMS reminder - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream• SMS reminders• Automatic email responses• “I’m currently away …”• “Thank you forregistering”• “Reminder of events”Automate
    28. 28. Image: http://www.onepagecrm.com/Customer RelationshipManagement (CRM)• Insightlyinsightly.com• One Page CRMonepagecrm.comAutomate
    29. 29. Collect the data
    30. 30. Customer analytics• Google analytics -google.com/analytics• Facebook Page analytics• WordPress analyticsCollect the dataFacebook Insight Image: http://www.facebook.com/digitalcapability/page_insights
    31. 31. eCustomer Service KeyConsiderations
    32. 32. eCustomer Service is one of manycustomer 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’ andonline confidenceImage: My Ghosthttp://www.flickr.com/photos/45339031@N00/212999782Found on flickrcc.net
    34. 34. Your eCustomer Service ease of useor ‘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 ongoingsupport/maintenanceImage: 101123-F-5751H-097http://www.flickr.com/photos/39513508@N06/5228827279Found on flickrcc.net
    36. 36. What eCustomer Servicestrategy will youinvestigate further?
    37. 37. Other webinars we run:Flipped Learning Design – Enabling PersonalisedLearning4 Junehttp://workforceplanningtools.com.au/products-page/workforce-development-solutions/flipped-learning-design-enabling-personalised-learning-webinar/From Face to Face Learning to Facebook Learning18 Junehttp://workforceplanningtools.com.au/products-page/workforce-development-solutions/1639-2/Running your business from anywhere2 Julyhttp://workforceplanningtools.com.au/products-page/workforce-development-solutions/nbn-business-readiness-webinar-series-running-your-business-from-anywhere/
    38. 38. Want to know more?Register for eUpdates: bit.ly/digitalcapabilityFollow on:Twitter - twitter.com/digitalcapabiliFacebook - facebook.com/digitalcapabilityLinkedIn - bit.ly/DCLinkedINGoogle+ - bit.ly/DCGoogleplusPinterest - pinterest.com/vanguardvisions
    39. 39. vanguardvisionsconsulting.com.auAllison Miller0400 732 270allison@vanguardvisions.com.auvanguardvisionsconsulting.com.au
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