Social media do's & don'ts for customer service

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Social media do's & don'ts for customer service

  1. 1. SME REBUILDERS presents SOCIAL MEDIA DO’S & DON’TS in CUSTOMER SERVICE; ENGAGEMENT & RETENTION
  2. 2. BEFORE WE BEGIN OUR GIFT TO YOU! http://sme-rebuilders.com/claim-your-gift
  3. 3. WHO ARE WE? Elin Kilicarslan = 15 years in Dubai Taner Kilicarslan = 5 years in Dubai www.sme-rebuilders.com/experts We love helping businesses grow in a sustainable way. We are: • public speakers & marketing strategists • have been published in The National, Intelligent SME, Oil & Gas Magazine, and more… Our expertise areas are in: • digital and social media • web design and development • web marketing strategies • branding • customer engagement & conversion
  4. 4. THE VALUE OF SERVICE We all know that great customer service and customer engagement equals… Customer Retention = More $$$ NOTE: typically 80% of your revenue will come from 20% of your customers; so you’d better treat them right the first time.
  5. 5. NOW IT’S YOUR TURN LINKEDIN FACEBOOK TWITTER YOUTUBE PINTEREST GOOGLE+ Do you engage your customers directly?
  6. 6. WHY SOCIAL MEDIA? Many-to-Many Conversations 73% of consumers post reviews of a company, service, or product online IN MIDDLE EAST Population = 216,500,000 people Internet Users = 36% Facebook Users = 20,500,000 UAE Facebook Users = 3,000,000
  7. 7. DO’S & DON’TS  Listen  Create a Plan, Define Audience, Create Value  Respond in Time  2-Way Conversations  Build Trust  Track Engagement  Learn from Customers  Push is ‘OUT’; Pull is ‘IN’  Google Alerts Ignore or Delete Negative Comments! Set it & Forget It Don’t Sell All the Time Be Afraid to Let Go of Your Content Go Negative & Trash Competition Overwhelm Your Followers Control All Conversations
  8. 8. …IN THE END  SHARE GREAT CONTENT & PROVIDE VALUE  ENGAGE YOUR AUDIENCE DIRECTLY  GET INVOLVED WITH THEIR NEEDS  MAKE THEIR EXPERIENCE ENJOYABLE  GO ABOVE AND BEYOND THE CALL OF DUTY  KILL THEM WITH LOVE PEOPLE DO BUSINESS WITH PEOPLE THEY.. KNOW + LIKE + TRUST
  9. 9. THANK YOU PLEASE CONNECT WITH US AT: +9714 334 1001 Our Work Shop – Brand Makers Our Facebook Fan Page Our LinkedIn Company Page Our Twitter Account Our YouTube Channel

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