Social customer service done right: 5 success stories from ASOS to Zappos

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2012 is the year for social customer service. Consumers are increasingly turning to social networks as a way to reach out to brands and convey their frustrations and worries. However, this needn't be a threat to brands. Innovators are using social media to turn customer negativity into advocacy. This slideshare from social media consultancy, immediate future, looks at 5 recent best practice examples of social customer service. For more information about immediate future please see http://www.immediatefuture.co.uk/

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Social customer service done right: 5 success stories from ASOS to Zappos

  1. 1. Social customer service done right: 5 success stories from ASOS to Zappos
  2. 2. ASOS• Prevention is better than cure – Give customers what they want. 1-2-1 sessions with stylists can sort customer fashion queries before they become complaints
  3. 3. American Airlines• Tie social customer service into sales – “By bringing Customer Relations and Reservations experts into our Social Media team, we’ve organised to respond faster and more often to customer concerns.” Jonathan Pierce, Director of Social Media, American Airlines
  4. 4. Hyatt Concierge Services• Respond in good time – Hyatt concierges reply in 25 minutes over Twitter on average and have hugely positive sentiment as a result
  5. 5. Xbox• Know your ROI – Xbox developed their own algorithm to measure customer service savings through social media
  6. 6. Zappos• Get your staff trained up and inspired – Zappos provides all its staff with 4 weeks of customer service training; all hands are called to the pumps at its busiest times
  7. 7. about immediate futureWe help clients take a strategic view of wheresocial media can add value to their business8 years of social media experienceSpecialists in a diverse industryWe’re impartialIndustry leaders & educators
  8. 8. for more of this....immediate future MD, Katy Howell, isspeaking at The Social Customer2012 conference in London on March 29For details and to find out how to claimimmediate futures exclusive 10% discountcontact info@immediatefuture.co.uk

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