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Social Media Customer Interaction in 5 Easy Steps

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HOUSEKEEPING -  The  recording  and  slides  for  today’s  presenta?on  will  be  made   available  on  cxweek.com  along  with  other  content  and  webinars   from  throughout  the  week   -  Please  use  the  chat  window  to  submit  ques?ons  throughout  the   webinar.  We  will  have  ?me  designated  at  the  end  for   Q  &  A   -  Join  the  conversa?on  on  TwiNer  by  twee?ng  @Qualtrics  and   @tedcoine  using  #cxweek
Social  Media  Customer  Interac3on  in     5  Easy  Steps       Welcome  to  the  Social  Age!  
Social  Media  Customer  Interac3on  in     5  Easy  Steps       Customer  Experience  has  always  been  a   Leadership  issue.    
Social  Media  Customer  Interac3on  in     5  Easy  Steps       Customer  Experience  has  always  been  a   Leadership  issue.     …And  that  means  Employee  Engagement  needs   to  be  Leadership’s  top  priority.   Why?  
Social  Media  Customer  Interac3on  in     5  Easy  Steps       Your  customers  will  only  love  your  company  as   much  as  your  employees  do.  
Social  Media  Customer  Interac3on  in     5  Easy  Steps       The  Five  Easy  Steps  
Social  Media  Customer  Interac3on  in     5  Easy  Steps     1.  Recognize  and  embrace  this  Social  Age  fact:     The  Customer  Holds  All  The  Cards.  
Social  Media  Customer  Interac3on  in     5  Easy  Steps     2.  You  must  be  where  your  customers  are,  not   where  you’re  most  comfortable.     And  your  customers  don’t  care  about  your  silos.   You’re  one  company  to  them.      
Social  Media  Customer  Interac3on  in     5  Easy  Steps     3.  As  an  organiza3on  –  top  to  boSom,  summer   intern  to  CEO  –  adopt  this  as  your  mantra:       “More  Social.  Less  Media.”  
Social  Media  Customer  Interac3on  in     5  Easy  Steps     4.  Customers  trust  people,  so  get  your  C-­‐level   execu3ves  out  there!     85%  of  people  trust  a  brand  more     when  the  CEO  is  social.  
Social  Media  Customer  Interac3on  in     5  Easy  Steps     5.  Customers  trust  people,  not  spin-­‐addicted   marke3ng  departments  (and  I’m  a  CMO!)     Flip  the  role  of  marke3ng  to  help  build  the   personal  brands  of  employees.  
Social  Media  Customer  Interac3on  in     5  Easy  Steps     5.  Customers  trust  people,  not  spin-­‐addicted   marke3ng  departments.     This  is  why  we  invented  Meddle.it  –  because   Your  Talent  Deserves  a  Voice!  
Social  Media  Customer  Interac3on  in     5  Easy  Steps     Join  me  on  our  new  blog   OPENfor.business   and  get  a  free  chapter  of      
Q  &  A @tedcoine   Meddle.it   OPENfor.business    

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Social Media Customer Interaction in 5 Easy Steps

  • 1.
  • 2. HOUSEKEEPING -  The  recording  and  slides  for  today’s  presenta?on  will  be  made   available  on  cxweek.com  along  with  other  content  and  webinars   from  throughout  the  week   -  Please  use  the  chat  window  to  submit  ques?ons  throughout  the   webinar.  We  will  have  ?me  designated  at  the  end  for   Q  &  A   -  Join  the  conversa?on  on  TwiNer  by  twee?ng  @Qualtrics  and   @tedcoine  using  #cxweek
  • 3. Social  Media  Customer  Interac3on  in     5  Easy  Steps       Welcome  to  the  Social  Age!  
  • 4. Social  Media  Customer  Interac3on  in     5  Easy  Steps       Customer  Experience  has  always  been  a   Leadership  issue.    
  • 5. Social  Media  Customer  Interac3on  in     5  Easy  Steps       Customer  Experience  has  always  been  a   Leadership  issue.     …And  that  means  Employee  Engagement  needs   to  be  Leadership’s  top  priority.   Why?  
  • 6. Social  Media  Customer  Interac3on  in     5  Easy  Steps       Your  customers  will  only  love  your  company  as   much  as  your  employees  do.  
  • 7. Social  Media  Customer  Interac3on  in     5  Easy  Steps       The  Five  Easy  Steps  
  • 8. Social  Media  Customer  Interac3on  in     5  Easy  Steps     1.  Recognize  and  embrace  this  Social  Age  fact:     The  Customer  Holds  All  The  Cards.  
  • 9. Social  Media  Customer  Interac3on  in     5  Easy  Steps     2.  You  must  be  where  your  customers  are,  not   where  you’re  most  comfortable.     And  your  customers  don’t  care  about  your  silos.   You’re  one  company  to  them.      
  • 10. Social  Media  Customer  Interac3on  in     5  Easy  Steps     3.  As  an  organiza3on  –  top  to  boSom,  summer   intern  to  CEO  –  adopt  this  as  your  mantra:       “More  Social.  Less  Media.”  
  • 11. Social  Media  Customer  Interac3on  in     5  Easy  Steps     4.  Customers  trust  people,  so  get  your  C-­‐level   execu3ves  out  there!     85%  of  people  trust  a  brand  more     when  the  CEO  is  social.  
  • 12. Social  Media  Customer  Interac3on  in     5  Easy  Steps     5.  Customers  trust  people,  not  spin-­‐addicted   marke3ng  departments  (and  I’m  a  CMO!)     Flip  the  role  of  marke3ng  to  help  build  the   personal  brands  of  employees.  
  • 13. Social  Media  Customer  Interac3on  in     5  Easy  Steps     5.  Customers  trust  people,  not  spin-­‐addicted   marke3ng  departments.     This  is  why  we  invented  Meddle.it  –  because   Your  Talent  Deserves  a  Voice!  
  • 14. Social  Media  Customer  Interac3on  in     5  Easy  Steps     Join  me  on  our  new  blog   OPENfor.business   and  get  a  free  chapter  of      
  • 15. Q  &  A @tedcoine   Meddle.it   OPENfor.business