Proactive customer service online

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Leigh George, PhD, Director of Branding and Digital Strategy at R2integrated, discusses the power of incorporating proactive customer service in your social media strategy.

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Proactive customer service online

  1. 1. Building Brand Advocates
  2. 2. The 365 degree brandSource Consilium All Rights Reserved. Copyright 2012 @leighgeorge
  3. 3. Ace HotelPhoto Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge
  4. 4. Ace HotelPhoto Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge
  5. 5. Don’t Sell – Offer ValuePhoto Credit seedmagazine.com All Rights Reserved. Copyright 2012 @leighgeorge
  6. 6. Social mediaempowers customersPhoto Credit butterflypublisher.com All Rights Reserved. Copyright 2012 @leighgeorge
  7. 7. Use the social web toinspire advocatesSource twitter.com All Rights Reserved. Copyright 2012 @leighgeorge
  8. 8. Social Proof Brand advocates write more than twice as manycommunications about brands as the average web user.More likely to share agreat experience abouta product.50%Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorgeMORE LIKELY toinfluence a purchase75%
  9. 9. Create positive experiencesSource Instagram All Rights Reserved. Copyright 2012 @leighgeorge
  10. 10. Build relationshipsAll Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
  11. 11. ConvenienceAll Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
  12. 12. PersonalizationAll Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
  13. 13. TransparencyAll Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
  14. 14. Monitor conversationsSocial customers will tell an average of 42 people about a good customerexperience, and they will tell an average of 53 others about a bad customer experience.All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer
  15. 15. Be proactive in your responseAll Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter
  16. 16. Set expectations forresponsiveness “Just over half of Facebook usersand more than 8 in 10 Twitter usersexpected to receive responses toquestions or concerns posted on thesocial networks in a day or less”All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer
  17. 17. The business casefor a service culturePhoto Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge
  18. 18. Contact Me:Leigh George, PhD, Director, Digital and Brand Strategylgeorge@r2integrated.comhttp://www.linkedin.com/in/leighgeorge@leighgeorgeQuestions?All Rights Reserved. Copyright 2012 @leighgeorge

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