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Essential Guide to become a
truly customer-centric company

Revolutionize your customer support
on Social Media
Customer evolution

Customer centricity

1

2

3

4

Next Generation of Customers
Can’t track my order on your website. is...
the only competitive advantage a company has is how it
engages with and wins over its customers.
Josh Bernoff, Forrester
Customer evolution

Customer centricity

1

Know your customers like
never before

2

3

4

Demographics

3

Historical da...
Customer evolution

Customer centricity

1

2

3

4

Empower your employees
Brands need to nurture their employees
towards...
Customer evolution

Customer centricity

1

2

3

4

Learn from your customers and
improve your business processes

Survey...
Customer evolution

Customer centricity

1

2

Foster team collaboration by
breaking down listening silos
If we look at th...
Solve for the Success of Customer and not just happiness.

Revolutionize your customer support
on Social Media
www.airwoot...
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Essential guide to become a truly customer centric company

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This 4 step process guide is created to help businesses become a truly customer-centric.

Today’s customers are highly opinionated, always on the go and ever connected. Through social media they can reach out to a brand wherever they are.

Airwoot is a social customer service helpdesk which enable brands to deliver real-time customer support on social media.

Published in: Social Media, Business, Education
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Essential guide to become a truly customer centric company

  1. 1. Essential Guide to become a truly customer-centric company Revolutionize your customer support on Social Media
  2. 2. Customer evolution Customer centricity 1 2 3 4 Next Generation of Customers Can’t track my order on your website. is it out for delivery? super angry :-/ Mobile Accessories for today’s weekend outfit?? any suggestions for my look? :) #ordernow: 2 chicken rolls, 1 fish fry and 2 watermelon juice. Just noticed: 30% off in-store @brand! I’m near CP. Where is your closest store??? Today’s customers are highly opinionated, always on the go and ever connected. Through social media they can reach out to a brand wherever they are. On the Go Highly opinionated
  3. 3. the only competitive advantage a company has is how it engages with and wins over its customers. Josh Bernoff, Forrester
  4. 4. Customer evolution Customer centricity 1 Know your customers like never before 2 3 4 Demographics 3 Historical data You probably already have a basic contact info for your customers and prospects in a database. And many of you actively maintain how these relationships track to the sales funnel. But yesterdays’ sales funnels fail to take into account the new social touch points that are so important to build connections with today’s customers. Sentiment Orientation
  5. 5. Customer evolution Customer centricity 1 2 3 4 Empower your employees Brands need to nurture their employees towards a customer-centric outlook. Guidelines in favour of hard rules This customer-first belief can be embed into company philosophy by giving service guidance and action framework that do not hinders great service. As Gregory Ciotti from HelpScout points out: “Your service team shouldn’t be locked in by excessive rules, but they should have a framework that offers guidelines in favor of hard limits, judgment calls in favor of scripts, and coaching in favor of monitoring.” Judgement calls in favour of scripts Coaching in favour of monitoring
  6. 6. Customer evolution Customer centricity 1 2 3 4 Learn from your customers and improve your business processes Survey Listening to customers is an inherent part of taking care of them. It’s tough to know how you can improve the customer’s experience if you don’t have an attentive feedback system in place, regularly conduct meaningful customer surveys or have ongoing chats with current customers through social media Q&A and open sessions. conduct meaningful customer surveys 2 Dialogues 3 Track Actively solicit customer feedback and integrate it into your processes to track CSAT, NPS, or other metrics related to customer service quality. encourage social media chats, Q&A business metrics (CSAT, NPS) related to service quality
  7. 7. Customer evolution Customer centricity 1 2 Foster team collaboration by breaking down listening silos If we look at the structure of a business today, social media teams, market research departments and customer serve representatives all exists within different business units, yet they all have a touch point with the customer. For businesses to be able to take consumer insights and turn them into action, companies must figure out a way to break down these customer listening silos and ensure that teams that have access to customer feedback are collaborating with one another. 3 4 1 2 3 Collaborate between Social media team, market research and customer service departments Invest in technology to apply a multi-dimensional approach to obtaining meaningful consumer feedback. integrate siloed data obtain from customer satisfaction content, call centers, social media and insight communities.
  8. 8. Solve for the Success of Customer and not just happiness. Revolutionize your customer support on Social Media www.airwoot.com

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