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WHAT NO ONE’S TELLING YOU ABOUT                              CUSTOMER SERVICE AND SOCIAL MEDIA                            ...
Preconceptions           Misconception           My Perception           Conception                              REINVENTI...
Digital content and sites that allow consumers to                  connect and share everything from opinions and         ...
More SOCIAL than MEDIATuesday, September 27, 2011
The            landscape            is changingTuesday, September 27, 2011
WE ARE IN THE MIDST OF A               PROFOUND CULTURAL SHIFTTuesday, September 27, 2011
Social Media allows us                               to express ourselvesTuesday, September 27, 2011
In an instantTuesday, September 27, 2011
Without much thoughtTuesday, September 27, 2011
Before, during or afterTuesday, September 27, 2011
Social media is the new...               Water Cooler         Coffee Break   Cigarette BreakTuesday, September 27, 2011
Tuesday, September 27, 2011
Tuesday, September 27, 2011
Tuesday, September 27, 2011
UBLISH                                              TY TO P                                     ER ABILI                  ...
Preconceptions   What you may have heardTuesday, September 27, 2011
Killer app?Tuesday, September 27, 2011
RichardTuesday, September 27, 2011
FrankTuesday, September 27, 2011
These GuysTuesday, September 27, 2011
X                              Time; Not TwitterTuesday, September 27, 2011
It DependsTuesday, September 27, 2011
Whatʼs Out There?Tuesday, September 27, 2011
Reactive: respondTuesday, September 27, 2011
Reactive:                              Find and respondTuesday, September 27, 2011
Reactive:                              Direct into FunnelTuesday, September 27, 2011
ProactiveTuesday, September 27, 2011
Misconceptions   What I’ve heardTuesday, September 27, 2011
Killer AppTuesday, September 27, 2011
Talking makes things betterTuesday, September 27, 2011
One Size Fits AllTuesday, September 27, 2011
3Tuesday, September 27, 2011                              Types of Consumers
1. FansTuesday, September 27, 2011
2. CriticsTuesday, September 27, 2011
3. RagersTuesday, September 27, 2011
I can start...Tuesday, September 27, 2011
One Size Fits AllTuesday, September 27, 2011
My Perception   Customer service and social mediaTuesday, September 27, 2011
Competitive AdvantageTuesday, September 27, 2011
Are we training people  to shout at us online?Tuesday, September 27, 2011
Canadian ExampleTuesday, September 27, 2011
DirectionsTuesday, September 27, 2011
Don’t push the toothpaste   back into the tubeTuesday, September 27, 2011
Learn, Store and ShareTuesday, September 27, 2011
Actionable InsightsTuesday, September 27, 2011
Integrate into  existing systemsTuesday, September 27, 2011
Not a product plugTuesday, September 27, 2011
Conception   Customer service and social mediaTuesday, September 27, 2011
Start NowTuesday, September 27, 2011
LISTEN                                                        ANALYZE    What are people saying?                          ...
Social BusinessTuesday, September 27, 2011
Social Business ModelsTuesday, September 27, 2011
Impact of Social MediaTuesday, September 27, 2011
THANk YOUTuesday, September 27, 2011
Resources                   edlee.ca/reinvent-customer-serviceTuesday, September 27, 2011
QUESTIONS?  edl@tribalddb.ca  @edlee  slideshare.net/edlee  linkedin.com/in/edleeTuesday, September 27, 2011
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Reinventing Customer Service

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Reinventing Customer Service

  1. 1. WHAT NO ONE’S TELLING YOU ABOUT CUSTOMER SERVICE AND SOCIAL MEDIA SEPTEMBER 27, 2010 Ed Lee, Director, Social MediaTuesday, September 27, 2011
  2. 2. Preconceptions Misconception My Perception Conception REINVENTING CUSTOMER SERVICETuesday, September 27, 2011
  3. 3. Digital content and sites that allow consumers to connect and share everything from opinions and recommendations to music, video and photosTuesday, September 27, 2011
  4. 4. More SOCIAL than MEDIATuesday, September 27, 2011
  5. 5. The landscape is changingTuesday, September 27, 2011
  6. 6. WE ARE IN THE MIDST OF A PROFOUND CULTURAL SHIFTTuesday, September 27, 2011
  7. 7. Social Media allows us to express ourselvesTuesday, September 27, 2011
  8. 8. In an instantTuesday, September 27, 2011
  9. 9. Without much thoughtTuesday, September 27, 2011
  10. 10. Before, during or afterTuesday, September 27, 2011
  11. 11. Social media is the new... Water Cooler Coffee Break Cigarette BreakTuesday, September 27, 2011
  12. 12. Tuesday, September 27, 2011
  13. 13. Tuesday, September 27, 2011
  14. 14. Tuesday, September 27, 2011
  15. 15. UBLISH TY TO P ER ABILI CONSUMTuesday, September 27, 2011
  16. 16. Preconceptions What you may have heardTuesday, September 27, 2011
  17. 17. Killer app?Tuesday, September 27, 2011
  18. 18. RichardTuesday, September 27, 2011
  19. 19. FrankTuesday, September 27, 2011
  20. 20. These GuysTuesday, September 27, 2011
  21. 21. X Time; Not TwitterTuesday, September 27, 2011
  22. 22. It DependsTuesday, September 27, 2011
  23. 23. Whatʼs Out There?Tuesday, September 27, 2011
  24. 24. Reactive: respondTuesday, September 27, 2011
  25. 25. Reactive: Find and respondTuesday, September 27, 2011
  26. 26. Reactive: Direct into FunnelTuesday, September 27, 2011
  27. 27. ProactiveTuesday, September 27, 2011
  28. 28. Misconceptions What I’ve heardTuesday, September 27, 2011
  29. 29. Killer AppTuesday, September 27, 2011
  30. 30. Talking makes things betterTuesday, September 27, 2011
  31. 31. One Size Fits AllTuesday, September 27, 2011
  32. 32. 3Tuesday, September 27, 2011 Types of Consumers
  33. 33. 1. FansTuesday, September 27, 2011
  34. 34. 2. CriticsTuesday, September 27, 2011
  35. 35. 3. RagersTuesday, September 27, 2011
  36. 36. I can start...Tuesday, September 27, 2011
  37. 37. One Size Fits AllTuesday, September 27, 2011
  38. 38. My Perception Customer service and social mediaTuesday, September 27, 2011
  39. 39. Competitive AdvantageTuesday, September 27, 2011
  40. 40. Are we training people to shout at us online?Tuesday, September 27, 2011
  41. 41. Canadian ExampleTuesday, September 27, 2011
  42. 42. DirectionsTuesday, September 27, 2011
  43. 43. Don’t push the toothpaste back into the tubeTuesday, September 27, 2011
  44. 44. Learn, Store and ShareTuesday, September 27, 2011
  45. 45. Actionable InsightsTuesday, September 27, 2011
  46. 46. Integrate into existing systemsTuesday, September 27, 2011
  47. 47. Not a product plugTuesday, September 27, 2011
  48. 48. Conception Customer service and social mediaTuesday, September 27, 2011
  49. 49. Start NowTuesday, September 27, 2011
  50. 50. LISTEN ANALYZE What are people saying? What does it mean? Where? How? Who? What can we change? SOCIAL MEDIA AND CUSTOMER SERVICE APPLY LEARN Action Weave the strands together Rinse, RepeatTuesday, September 27, 2011
  51. 51. Social BusinessTuesday, September 27, 2011
  52. 52. Social Business ModelsTuesday, September 27, 2011
  53. 53. Impact of Social MediaTuesday, September 27, 2011
  54. 54. THANk YOUTuesday, September 27, 2011
  55. 55. Resources edlee.ca/reinvent-customer-serviceTuesday, September 27, 2011
  56. 56. QUESTIONS? edl@tribalddb.ca @edlee slideshare.net/edlee linkedin.com/in/edleeTuesday, September 27, 2011

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