Socap symp11 singley mackie

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Why Customer Service Should Be In Social Media and How To Start

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Socap symp11 singley mackie

  1. 1. Why Customer Service Should Be In Social Media and How To Get Started Matt Singley (@mattsingley) Chief Engagement Officer Singley + Mackie (@singleymackie)
  2. 2. So Who Is This Matt Singley Character? • CEO of singley + mackie • singleymackie.com • twitter.com/singleymackie • facebook.com/singleymackie • Social Media strategy and execution for some amazing companies • Lover of life, hater of PowerPoint Questions? • Father of Four Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  3. 3. • Moving Through The Ecosystem Growth • Increase size of marketable base • Growth in social media is attained through acquisition-centric programs and contests, as well as “social peer pressure”. As friends and online • Create1:1 Engagement conversations with influencers discuss brands, their peers customers and followers are more likely to join the communities over a purely organic “search and like” approach. • Inform and education Conversion • One-to-one and one-to-many consumer, drive to purchase conversations must happen with channel- appropriate tone and frequency so as to Questions? keep the consumer feelings engaged and Send a tweet to appreciated. @mattsingley • Only after trust has developed between with hashtag the consumer and the brand can they be #symp11 converted to consider purchasing goods or services.© SOCAP International 2011.
  4. 4. Why Should Customer Service Even Care About Questions? Send a tweet to Social Media? @mattsingley with hashtag #symp11© SOCAP International 2011.
  5. 5. Who Should “Own” Social Media? • Press Releases • Brand Reputation PR • Crisis Management Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  6. 6. Who Should “Own” Social Media? Marketing • Online/Offline Offers • Coupons and Deals Questions? Send a tweet to • Amplification of New @mattsingley with hashtag Products and Offers #symp11© SOCAP International 2011.
  7. 7. Who Should “Own” Social Media? • Product Help • Complaint Line • Escalation Customer Care Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  8. 8. Who Should “Own” Social Media? PR Marketing Customer Care Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  9. 9. Who Should “Own” Social Media? PR Marketing (Growth) (Conversion) Customer Care (Engagement) Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  10. 10. Who Should “Own” Social Media? PR Marketing (Growth) (Conversion) Customer Care (Engagement) Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  11. 11. Case Studies Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  12. 12. Case Studies: Xbox & Zune Support Questions? Send a tweet to • http://twitter.com/xboxsupport @mattsingley • http://twitter.com/zunesupport with hashtag • Guinness Book of World Records for most #symp11 engaged brand!© SOCAP International 2011.
  13. 13. Case Studies: Caesars Entertainment (WOMMA) This is no good… Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  14. 14. Case Studies: Caesars Entertainment (WOMMA) Much better! Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  15. 15. Case Studies: Caesars Entertainment (CES) Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  16. 16. Case Studies: Caesars Entertainment (CES) Be Proactive! Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  17. 17. How To Start Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  18. 18. Increase Your Chances of Success in Social • Get buyoff from Legal, PR and Marketing • Create a separate Twitter channel for support • Provide back channel access to your customer care team for those on the front line • Publish an FAQ/Customer Care tab on your Facebook Page • Staff appropriately • Search for mentions of your name (both @ and regular), as well as mentions of your products • Be timely Questions? • Take negative sentiment offline when possible Send a tweet to @mattsingley • Be a real person! with hashtag #symp11© SOCAP International 2011.
  19. 19. Increase Your Chances of Success in Social http://bit.ly/engagemoderate Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.
  20. 20. Thank You! Questions? Send a tweet to @mattsingley with hashtag #symp11© SOCAP International 2011.

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