Social Customer Care: Connect the Dots

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Quick overview of how social customer care is more than repsonding on Twitter to complaints. It's part of a larger customer experience ecosystem. Presented to the MBA Social Media Marketing class at Elmhurst College on 11/5/13

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Social Customer Care: Connect the Dots

  1. 1. SOCIAL CUSTOMER CARE
  2. 2. SOCIAL IS NOT AN ISLAND Click to Read
  3. 3. ECOSYSTEM Click to Read
  4. 4. CUSTOMER CARE Awareness Consideration Selection Purchase Satisfaction Loyalty Advocacy Pre-Sale/ Pre-Need Engagement/ Casual Research Filling THE Need/ Comparison Shopping Buy/ Onboarding/ Deployment Meets Expectation Delight Proactive Click to Read
  5. 5. CUSTOMER EXPERIENCE IS TOUGH! Click to Read
  6. 6. AWARENESS/CONSIDERATION/SELECTION Click to Read
  7. 7. AWARENESS/CONSIDERATION/SELECTION Awareness Consideration Selection • Pre-Need • Pre-Sale • Engagement Click to Read • Casual Research • Filling the Need • Comparison Shopping
  8. 8. AWARENESS Click to Read DollarShaveClub.com
  9. 9. CUSTOMER CARE UPFRONT Click to Read
  10. 10. CUSTOMER CARE UPFRONT Click to Read
  11. 11. CUSTOMER CARE UPFRONT Click to Read
  12. 12. PURCHASE/SATISFACTION Purchase • Buy • Onboarding • Deployment Satisfaction Click to Read • Meets Expectation
  13. 13. PURCHASE/SATISFACTION Click to Read
  14. 14. PURCHASE/SATISFACTION Click to Read
  15. 15. DON’T FRACTURE THE EXPERIENCE Click to Read
  16. 16. CUSTOMERS DON’T THINK YOU’RE GOOD AT… Click to Read
  17. 17. REDACTED! Click to Read
  18. 18. SOCIAL DISSERVICE= MORE THAN UNFORTUNATE WOM Click to Read
  19. 19. KEEPING UP WITH COMPETITORS Your customers are comparing notes. Get creative in your search! Set reminders to check them. Click to Read • “how do I…” (common inquiry) • “hate (company/product name)” • “love (company/product name)”
  20. 20. LOYALTY/ADVOCACY Click to Read
  21. 21. LOYALTY/ADVOCACY Click to Read
  22. 22. LOYALTY MATTERS Click to Read
  23. 23. LOYALTY/ADVOCACY Click to Read
  24. 24. LOYALTY/ADVOCACY Click to Read
  25. 25. STEPS TO SCALE 1. Understand your brand mission and have simple social guidelines for all. Click to Read
  26. 26. STEPS TO SCALE Click to Read
  27. 27. STEPS TO SCALE 3. Be realistic and reasonable. Click to Read
  28. 28. STEPS TO SCALE 4. Stop fracturing the experience. Care for your customers. Showcase THEM. Click to Read
  29. 29. STEPS TO SCALE Click to Read
  30. 30. MAKE SURE THE GOOD STUFF GETS OUT! Click to Read
  31. 31. KEEP SAYING THANK YOU! Click to Read
  32. 32. KEEP SAYING THANK YOU! Click to Read Warby Parker Said Thanks to Me Personally via Video!
  33. 33. THANK YOU! KEEP IN TOUCH. Jeannie Walters @jeanniecw @360Connext Google+ CXI™ Club Click to Read 360Connext jeanniecw 360Connext 360Connext

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