Modbury & Salisbury       eCustomer ServiceAllison Miller, Vanguard Visions Consulting
Session Overview• Welcome and introductions• Why is good customer service important?• Which eCustomer Service strategies?•...
Why is good customer service important?
Brand Recognition, Return Business                      & Customer LoyaltyThink Apple or Harley-DavidsonImage: Chipmunk Ch...
Which eCustomer Service      strategies?
Having a web presence
Save time & $$          Offer a ‘one stop                shop’                                      Offer a ‘one stop     ...
Anytime, Anywhere              Predicated that              between 80-85% of              Australians will have          ...
Convenience                                                                                         Apps                  ...
Real-time comparison                Customers are                googling product                information in store     ...
Give and get
Give to Get        What can you give away in order        to get your customer’s        attention?                  • Scoo...
The “Push”     Subscribe to Social     Media –        • Facebook Page        • Twitter        • Linkedin Group        • Go...
The “Push”                                                                                                            Emai...
The “Push”                                                          Blogs                                                 ...
And the “Pull”            Search Engine Optimisation               • Key words               • Naming your websitesImages:...
And the “Pull”                        Adwords - adwords.google.com                           • what are terms are customer...
Listening to your    customers
Listening to your customers                                                                           Customer service is ...
Listening to your customers                  Social media -                    Facebook                  • “posts”        ...
Listening to your customers                                                                          Social media -       ...
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: ...
Automate
Automate                                                                                          • Live Chat - “Can I hel...
Automate                                                                                                          Data ent...
Automate                                                                                            • SMS reminders       ...
Automate                                         Customer Relationship                                         Management ...
Collect the data
Collect the data               Customer analytics               • Google analytics -                 google.com/analytics ...
eCustomer Service Key   Considerations
eCustomer Service is one of many                        customer service strategiesImage: A Sea of Glass - The Chihuly Exh...
Your customers’ ‘digital literacy’ and                       online confidenceImage: My Ghosthttp://www.flickr.com/photos/...
Your eCustomer Service ease of use                          or ‘usability’Image: How a toddler deals with a crashed+apphtt...
Upfront costs and ongoing                                   support/maintenanceImage: 101123-F-5751H-097http://www.flickr....
What eCustomer Service   strategy will you investigate further?
Workshop evaluation
Allison Miller            0400 732 270   allison@vanguardvisions.com.au             Vanguard Visions Consulting’s         ...
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Updated eCustomer Service 190213

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Quality customer service is major factor to having a successful business. It also helps to attract and gaining customer loyalty to ensure return business, and helps to develop your business as a distinctive brand in your industry.
More and more customers are turning to the internet to find a business as well as find out more about a business. Social media and eCustomer Service strategies are also offering a means for widening your business’s current market base.

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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
  • Updated eCustomer Service 190213

    1. 1. Modbury & Salisbury eCustomer ServiceAllison Miller, Vanguard Visions Consulting
    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 investigate further?• Workshop Evaluation
    3. 3. Why is good customer service important?
    4. 4. 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
    5. 5. Which eCustomer Service strategies?
    6. 6. Having a web presence
    7. 7. Save time & $$ Offer a ‘one stop shop’ Offer a ‘one stop shop’ sa.gov.au/doitonlineImage: http://sa.gov.au/doitonline
    8. 8. 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
    9. 9. 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/
    10. 10. 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/
    11. 11. Give and get
    12. 12. 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/
    13. 13. The “Push” Subscribe to Social Media – • Facebook Page • Twitter • Linkedin Group • Google+ • Pinterest 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/
    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” Blogs • Subscribe • RSS feedsImage: http://vanguardvisions.com.au/blog/
    16. 16. And the “Pull” Search Engine Optimisation • Key words • Naming your websitesImages: from Vanguard Visions Consultings website dashboard – http://vanguardvisionsconsulting.com.au
    17. 17. 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
    18. 18. Listening to your customers
    19. 19. 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
    20. 20. 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
    21. 21. Listening to your customers Social media - Twitter • “trending” • “#hashtags”Image: Digital Capability Twitter - https://twitter.com/digitalcapabili
    22. 22. Listening to your customers Google Alerts google.com/alertsImage: http://www.google.com/alerts/manage
    23. 23. Listening to your customers Online feedback (Google forms) docs.google.comImage: Screenshots
    24. 24. Automate
    25. 25. Automate • Live Chat - “Can I help you?” • ClickDesk: • clickdesk.comImage: Live Chatr - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream
    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) • Insightly insightly.com • 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 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: Facebook: facebook.com/vanguardvisions Google+: bit.ly/GooglePlus-Vanguardvisions LinkedIn: linkedin.com/company/vanguard-visions-consulting Pinterest: pinterest.com/vanguardvisions Twitter: twitter.com/vanguardvisionsvanguardvisionsconsulting.com.au

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