Sainsburys Social Customer Service

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Simon Preece, Senior Social Marketing Manager at Sainsbury's explains how Sainsbury's manages their online social customer service.

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Sainsburys Social Customer Service

  1. 1. Sainsbury’sDelivering customer centric service Simon Preece Senior Social Marketing Manager @simonlp September 2012 Sacdfbgehif
  2. 2. This afternoon. [1] [4] PR Contact centre Digital marketing [2] [5] What & How do where? we respond? [3] [6] SacdfbgehifCreative Commons: [6] www.flickr.com/photos/brycej/2607596779 [4] www.flickr.com/photos/bull3t/990866224/#/photos/bull3t/990866224/lightbox/
  3. 3. How are we setup?* PR Contact centre Digital marketing *Every social media presentation needs a Venn diagram Sacdfbgehif
  4. 4. People say a lot. In a lot of places. Questions, comments or complaints at us Conversations about us Owned Conversations on relevant topics Managed of interest to us Rest of the web Sacdfbgehif
  5. 5. Looking after our own backyard... #sainsburys Sacdfbgehif
  6. 6. … and taking a look at what the neighbours are saying. Listen & consider Respond as appropriate Sacdfbgehif
  7. 7. Being helpful. And having some fun. Sacdfbgehif
  8. 8. Keeping track of it all. 5% SacdfbgehifCreative Commons: www.flickr.com/photos/brycej/2607596779
  9. 9. Thanks. Simon Preece Senior Social Marketing Manager @simonlp September 2012 Sacdfbgehif

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