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Sprint Social Media Story: Customer Care
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Sprint Social Media Story: Customer Care


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  • Set presentation title in Arial Italic 48 pt. Black. Set title of presentation in footer menu in 16 pt. 80% gray When printing presentations, use the handout option to avoid printing a black background.
  • Ask – how would you handle these situations/questions? Have you dealt with these issues before?
  • What could we have done differently? What would you do?
  • So what does this have to do with Social Media? The same Ninja training principles apply when talking to customers online in Social Media.
  • Transcript

    • 1. Babies, Ninjas and Sprint Social Media Jason Gertzen Business Communicators Summit 2010 Feb. 4, 2010
    • 2. Social Media “grew up” at Sprint in 2009
      • Year began with questions, skepticism
      • “ Early adopters” lead the way
      • Efforts gain traction
      • Social media now claims prominent role in outreach
    • 3. Personal dialogue in real time
      • Announce new Sprint phones, services
      • Social media conversations
        • “ What’s your favorite Sprint phone?”
      • Answer questions on minds of many customers
        • “ How do I add Any Mobile, Anytime to my calling plan?”
      • Personal attention to resolve problems
    • 4. Customers expect us to meet them there
    • 5. Teach your way to support for social media
      • Share articles, reports illustrating success of other brands.
      • Brown Baggers – Social Media 101 on opportunities, tactics.
      • Show-and-Tell PR – Emails or presentations about what you did, why it worked and how others can try it.
    • 6. Find Partners inside your company
      • DEALS – Discounts, special offers or contests for your Facebook fans
      • ADVICE – Answer general questions via online chat on Facebook, other sites
      • HELP – Specialists, procedures to provide help off line to protect customer privacy
    • 7. Sprint’s Reputation
      • With @sprintcares team we help customers – solve problems, increase loyalty
      • Influence others about what experience they – or their friends – would have with Sprint
    • 8. Reinforcements for vast land of social media
    • 9. Sprint Social Media Ninjas
      • Voluntary program for Sprint employees
      • Help monitor social networking sites, blogs
      • Engage with customers
      • Workshops to share best practices
      • Communicate about hot issues
    • 10. “ Help Twitter”
    • 11. “ Thanks @Sprint”
    • 12. Are you ready to connect with your customers?
      • Jason Gertzen
        • Manager, Social Media
        • j [email_address]
              • Follow me on Twitter @jginkc
              • Follow Sprint: @sprint, @sprintnews, @sprintgreennews, @sprintcare
            • Sprint “Buzz About Wireless” Community at