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 e-Customer Service - Marketing & Servicing your Education & Training Customers Online
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e-Customer Service - Marketing & Servicing your Education & Training Customers Online


In this presentation Allison provides direction and suggestions about Marketing & Servicing your Education & Training Customers Online, whether your customers are external clients, internal …

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?


  • 1. vanguardvisionsconsulting.com.aueCustomer ServiceMarketing and servicing your customers onlineAllison MillerDirector & Principal Consultant
  • 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. Why is good customerservice important?
  • 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. Which eCustomer Service strategies to you use now?
  • 6. Which eCustomer Servicestrategies?
  • 7. Having a web presence
  • 8. Offer a ‘one stopshop’Save time & $$Image: http://sa.gov.au/doitonlineOffer a ‘one stopshop’sa.gov.au/doitonline
  • 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. 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. Give and get
  • 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. 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. 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. Image: http://vanguardvisions.com.au/blog/Blogs• Subscribe• RSS feedsThe “Push”
  • 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. 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. Listening to yourcustomers
  • 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. 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. Listening to your customersImage: Digital Capability Twitter - https://twitter.com/digitalcapabiliSocial media -Twitter• “trending”• “#hashtags”
  • 22. Google Alerts – bringtheir messages to yourinboxgoogle.com/alertsListening to your customersImage: http://www.google.com/alerts/manage
  • 23. Online feedback(Google forms)docs.google.comListening to your customersImage: Screenshots
  • 24. Automate
  • 25. Image: Live Chatr - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream• Live Chat - “Can I help you?”• ClickDesk:• clickdesk.comAutomate
  • 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. 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. Image: http://www.onepagecrm.com/Customer RelationshipManagement (CRM)• Insightlyinsightly.com• One Page CRMonepagecrm.comAutomate
  • 29. Collect the data
  • 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. eCustomer Service KeyConsiderations
  • 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. Your customers’ ‘digital literacy’ andonline confidenceImage: My Ghosthttp://www.flickr.com/photos/45339031@N00/212999782Found on flickrcc.net
  • 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. Upfront costs and ongoingsupport/maintenanceImage: 101123-F-5751H-097http://www.flickr.com/photos/39513508@N06/5228827279Found on flickrcc.net
  • 36. What eCustomer Servicestrategy will youinvestigate further?
  • 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. 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. vanguardvisionsconsulting.com.auAllison Miller0400 732 270allison@vanguardvisions.com.auvanguardvisionsconsulting.com.au