Ahain Group - DDM Alliance Summit Marketing on Facebook


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Ahain Group - DDM Alliance Summit Marketing on Facebook

  1. 1. Managing the Needs of the Facebook Consumer – Social Media meets Customer Care Niall Devitt 19th June 2014
  2. 2. What is Social Customer Service?
  3. 3. What is Social Media? “Social Media is a catch-all term used to describe the tools and technologies that facilitate social interaction over the internet”.
  4. 4. What is Social Customer Service? “Social customer service is a measured and process driven social framework to enable companies to monitor and manage conversations around their brand and products in a productive and efficient manner.”.
  5. 5. Opportunity? Up to you! "Social media is either a time- wasting, wool-gathering, yak- shaving waste of effort or, perhaps, just maybe, it’s a crack in the wall between you and the rest of the world. It’s a choice... up to you.” Seth Godin
  6. 6. The Social Customer
  7. 7. Forget Dialogue…it’s “Trialogue”
  8. 8. Social Customer Wants?
  9. 9. Social Customer Service 42 % of Consumers Complaining on Social Media Expect 60 Minute Response Time Study by Edison Research 2012
  10. 10. Social Customer Service “Organisations that refuse to communicate with customers by social media will face the same level of wrath from customers as those that ignore today's basic expectation that they will respond to emails and phone calls.” Gartner Inc.
  11. 11. Social Customer Care Case Studies
  12. 12. BT – Social Customer Service
  13. 13. KLM – Social Customer Service
  14. 14. Measuring Success & Sentiment
  15. 15. Be Proactive – many conversations about your brand and your industry may not be directed to you. You have to find them. Listen! •Identify “Influencers” in your industry. •Monitor brand sentiment. •Find new customers. •Identify and engage with unhappy customers. •Find out what customers want. •Benchmark with your competition Listen & Benchmark
  16. 16. “The nobodies are the new somebodies” Guy Kawasaki - Founding partner at Garage Technology Ventures. Former Chief Evangelist of Apple
  17. 17. The host of Fox Televisions Shelly Palmer Digital Living had written a blog detailing his encounter with Californian tollbooths. Palmer was less than happy with the encounter and his written description via his blog soon went viral on the online social channels. http://www.shellypalmer.com/about/ Listen to Customer Conversations
  18. 18. May 2014 Best SCS – Facebook
  19. 19. Listening tools
  20. 20. Future Trends
  21. 21. 5 Future Trends • Video continues to evolve • Unique “Rich” content becomes vital • Social Advertising becomes more powerful • “Private” Social Networks thrive • The Age of Advocacy arrives
  22. 22. THANK YOU Tweet us @AhainGroup ahaingroup.com