Social customer care: Four quotes, one whitepaper

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This was the deck I used for a short talk I gave on social customer care at the Social Business Meet-up #2 organised by Will McInnes (@willmcinnes).

The deck centres on the Open Public Services whitepaper published in 2011, and the backdrop against which it was published. The white paper talks about decentralising service to the 'lowest appropriate level'. My belief is that there is a fundamental disconnect between the understanding that decentralisation can be and is a conscious decision on the part of the government, versus the fact that people are simply decentralising at will.

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  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • The conversation prism is becoming the service prism © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • Social customer care: Four quotes, one whitepaper

    1. 1. “Come to the edge, he said. They said: We are afraid. Come to the edge he said. They came. “He pushed them and they flewGuillaume Apollinaire, french poet
    2. 2. Social customer care: Four quotes, one whitepaperGuy StephensSocial Business #2, 14.03.2012
    3. 3. A little bit about me @guy1067 In/guy1067 http://beingguy1067.com guy.stephens@capgemini.com #socialmedia #scrm #custserv #smgov #gamification Career: 14 years in the digital space, with the last six in social media. Set up the use of social media customer service at The Carphone Warehouse in 2008 Speaking: Customer Contact Association, Institute of Customer Service, Society of Consumer Affairs Professionals in Europe, European Customer Experience World, European Data Protection‘…one of the world’s leading Summit, Retail Systems, Welsh Contact Centre Forum, WOMMA (USA), MyCustomer.com, Econsultancythinkers’ on social media customerservice’ (Dave Chaffey) Forrester Report: How Carphone Warehouse Uses Twitter and Social Media to Transform Customer Service Founding Council: BestServiceOne.com Committee Member: Digital Surrey Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved.
    4. 4. 1999“A powerful globalconversation has begun.Through the Internet,people are discoveringand inventing new waysto share relevantknowledge with blindingspeed. As a direct result,markets are gettingsmarter – and getting “smarter faster than mostcompanies Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved.
    5. 5. 2011 The Open Public Services White Paper sets out how the Government will improve public services. By putting choice and control in the hands of individuals and neighbourhoods, public services will become more responsive to peoples’ needs. “public service delivery is broken The old, centralised approach to “ “ “ government services wherever you are... Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved.
    6. 6. 2011Five Principles Wherever possible we will increase choice Public services should be decentralised to the lowest appropriate level Public services should be open to a range of providers We will ensure fair access to public services Public services should be accountable to users and to taxpayers Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved.
    7. 7. 2006“ The new Web ... think of a shared canvas where every splash of paint contributed by one user provides a richer tapestry “ for the next user to modify or build on Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved.
    8. 8. 2010“ We are increasingly “ becoming one another’s infrastructure Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved.
    9. 9. 2011“ What happens when we “ treat customers as part of the company? Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved.
    10. 10. Decision-making is becoming more agile Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    11. 11. Complaining is a game! Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    12. 12. Verbs matter...hate, dislike, late, fail, rude, ruined,queue, worst, unhappy, missed, break......deliver, exchange, refund, broadband, crisis, firestorm... Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    13. 13. Service is becoming personalisable, customisable, ‘on-the-fly’ Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    14. 14. A different type of customer service is emerging Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    15. 15. The service ecosystem Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    16. 16. Customer serviceis becomingasynchronous,disjointed,impulsive,experientialempathetic… Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    17. 17. Different literacies, currencies, gestures, roles are emerging Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    18. 18. Find yours Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    19. 19. The Law of Requisite Variety If a system is to be stable the number of states of its control mechanism must be greater than or equal to the number of states in the system being controlled Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 1
    20. 20. BE BRAVE...fly Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 2
    21. 21. More informationAbout Capgemini Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 2
    22. 22. More informationPlease contact:•Guy Stephensguy.stephens@capgemini.com•Twitter@guy1067 Guy Stephens, 12 February 2012 © 2010 Capgemini. All rights reserved. 2
    23. 23. www.capgemini.comThe information contained in this presentation is proprietary. ©2010 Capgemini. All rights reserved

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