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FUTURE OF CUSTOMER SERVICE
the rise of the social customer
presents a practical step-by-step
framework to help organisations prepare
for the social future of customer service
aim of...
old customer service: ☹
“2011 was the year that 20th century
customer service began to disappear”
Paul Greenberg, CRM at t...
the rise of the social customer
"the institutions of modern developed
societies, whether governments or
corporations, are ...
the conversation prism
by Brian Solis & JESS3: theconversationprism.com
customer expectations increasing
social enterprise ☛ social customer
"customers are people, people you connect
with, talk to, advocate for, listen to"
cust...
social requires executive support
to take root, the social enterprise will depend
on an executive leadership that recogniz...
the frontline needs data
CRM software is the hallmark of the social
enterprise. Designed to record the collective
knowledg...
using the conversation prism
it is vital that companies fully
understand where, why and how
their customers are using soci...
scale via advocacy and community
"no matter how many community
managers a company hires, they’ll
never be able to match th...
10 steps to the future
1. executive team
2. detailed audit
3. conversation prism
4. multi-channel strategy
5. training and...
conclusions
the social enterprise places the
social customer at the very heart
of its day-to-day operations
a social custo...
The future of customer service - the rise of the social customer
The future of customer service - the rise of the social customer
The future of customer service - the rise of the social customer
The future of customer service - the rise of the social customer
The future of customer service - the rise of the social customer
The future of customer service - the rise of the social customer
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The future of customer service - the rise of the social customer

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A report from ItsOpen and first direct
Author: Dr Andrew Currah
Executive Summary: Natalie Cowen, Head of Brand and Communications, first direct

This report examines the role played by social media within the rapidly changing landscape of customer service. The report was commissioned by first direct and is based on the insights of executives, technologists and theoretical experts.

Published in: Business, Education
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The future of customer service - the rise of the social customer

  1. 1. FUTURE OF CUSTOMER SERVICE the rise of the social customer
  2. 2. presents a practical step-by-step framework to help organisations prepare for the social future of customer service aim of the report to examine the role of social media in the rapidly-changing customer service environment
  3. 3. old customer service: ☹ “2011 was the year that 20th century customer service began to disappear” Paul Greenberg, CRM at the Speed of Light
  4. 4. the rise of the social customer "the institutions of modern developed societies, whether governments or corporations, are not prepared for this new social power. People are changing faster than companies" David Kirkpatrick, Social Power and the Coming Corporate Revolution
  5. 5. the conversation prism by Brian Solis & JESS3: theconversationprism.com
  6. 6. customer expectations increasing
  7. 7. social enterprise ☛ social customer "customers are people, people you connect with, talk to, advocate for, listen to" customer service can no longer operate as a silo away from other business units Marc Benioff, CEO Salesforce
  8. 8. social requires executive support to take root, the social enterprise will depend on an executive leadership that recognizes the long-term value of its core elements
  9. 9. the frontline needs data CRM software is the hallmark of the social enterprise. Designed to record the collective knowledge of the enterprise, as well as ongoing interactions with customers
  10. 10. using the conversation prism it is vital that companies fully understand where, why and how their customers are using social media before they upgrade their customer service operation by Brian Solis & JESS3: theconversationprism.com
  11. 11. scale via advocacy and community "no matter how many community managers a company hires, they’ll never be able to match the number of active customers... who generally know more about the company’s services and products" Jeremiah Owyang, Altimeter Group
  12. 12. 10 steps to the future 1. executive team 2. detailed audit 3. conversation prism 4. multi-channel strategy 5. training and guidelines 6. customer service link to business unit 7. identify CRM vendors 8. evaluate CRM vendors 9. consult with chosen CRM vendor 10. define metrics for CRM
  13. 13. conclusions the social enterprise places the social customer at the very heart of its day-to-day operations a social customer service model reduces costs and increases customer loyalty

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