Customer Service is Back in Style! but with a whole new look<br />Presented by:<br />Joanie RugeSVP, Service Excellence, S...
Agenda<br />What’s driving customer service revival?<br />Social networking has changed customer experience<br />Leverage ...
The Red Coats are Back!<br />90% of  $500M+ say it’s critical to their company’s strategy<br />80% of all companies view i...
Social Networking Revolution<br />SELF-EXPRESSION<br />DISCOVERY<br />INTERACTION<br />   The Customer<br />Experience<br />
Social Networking RevolutionOld Vs. New Consumer Decision Factors<br />Old Decision Factors<br />
Social Networking RevolutionOld Vs. New Consumer Decision Factors<br />New Decision Factors<br />
Transparent Value PropositionNot a Fad, New Reality<br />Over 200,000,000 blogs<br />54% of bloggers post content or tweet...
Consumer Information Gathering<br /><ul><li>Brand Impression
Research
Customer expectations
Value Proposition</li></ul>8<br />
Customer Experience…<br />All Customer Touch Points, not just “Help Desk” <br />Advertising<br />WWW<br />Public<br />Rela...
Guiding PrinciplesHow To Leverage Social Media to Your ADVANTAGE<br />
How to Leverage Social Mediato Your Advantage<br />Recommit to delighting the customer<br />Make a fan out of a mistake<br...
How to Leverage Social Mediato Your Advantage<br />Guiding Principle #1<br />Recommit to delighting the customer<br />Soci...
How to Leverage Social Mediato Your Advantage<br />Guiding Principle #2<br />Make a fan out of a mistake<br />How you hand...
How to Leverage Social Mediato Your Advantage<br />Guiding Principle #3<br />Invest in what will differentiate you<br /><u...
Processes that cross communication channels</li></li></ul><li>How to Leverage Social Mediato Your Advantage<br />Guiding P...
Feedback</li></ul> <br />
How to Leverage Social Mediato Your Advantage<br />Guiding Principle #4<br />Engage customers to co-create the experience ...
Feedback</li></ul> <br />Benefits:<br />Increased customer loyalty<br />Increased customer satisfaction<br />Greater posit...
How to Leverage Social Mediato Your Advantage<br />Guiding Principle #5<br />Create an army of brand enthusiasts<br /><ul>...
Online voice</li></ul> <br />At IBM, it’s about losing control<br />“We don’t have a corporate blog or a corporate Twitter...
How to Leverage Social Mediato Your Advantage<br />Guiding Principle #5<br />Create an army of brand enthusiasts<br /><ul>...
Online voice</li></ul> <br />IBM Social Media Stats<br /><ul><li>17,000 internal blogs
100,000 employees using them
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Leveraging Social Media To Transform the Customer Experience

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Your organization’s ability to deliver its value proposition --throughout the entire customer experience --is on display for the world to weigh-in on and therefore influence…making every interaction with your customer more important than ever.

Social media has revolutionized the way consumers search and purchase products and services today. Businesses worldwide have jumped on the viral band wagon of leveraging these channels to enhance the customer experience— and if they haven’t— they’re trying to figure out how to catch-up. With 78% of consumers trusting peer recommendations found on social networking sites over any other source – your company cannot afford to be missing in the conversation.

Listen to this exclusive webinar to learn how:

* You can leverage social media to drive customer loyalty
* Make fans out of mistakes
* Engage customers in service design
* Create armies of brand enthusiasts to help you grow your business

Published in: Business
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Leveraging Social Media To Transform the Customer Experience

  1. 1. Customer Service is Back in Style! but with a whole new look<br />Presented by:<br />Joanie RugeSVP, Service Excellence, SFN Group<br />http://www.facebook.com/monsterww<br />@monster_works <br />@monsterww <br />Sponsored by:<br />http://www.monsterthinking.com/<br />http://www.youtube.com/user/MonsterVideoVault<br />
  2. 2. Agenda<br />What’s driving customer service revival?<br />Social networking has changed customer experience<br />Leverage social media to your advantage<br />Five trends to watch in 2011 & beyond<br />
  3. 3. The Red Coats are Back!<br />90% of $500M+ say it’s critical to their company’s strategy<br />80% of all companies view it as key differentiator<br />
  4. 4. Social Networking Revolution<br />SELF-EXPRESSION<br />DISCOVERY<br />INTERACTION<br /> The Customer<br />Experience<br />
  5. 5. Social Networking RevolutionOld Vs. New Consumer Decision Factors<br />Old Decision Factors<br />
  6. 6. Social Networking RevolutionOld Vs. New Consumer Decision Factors<br />New Decision Factors<br />
  7. 7. Transparent Value PropositionNot a Fad, New Reality<br />Over 200,000,000 blogs<br />54% of bloggers post content or tweet daily<br />34% of bloggers post opinions about products & brands<br />25% of search results for the world’s top 20 largest brands are links to user-generated content<br />80% of Twitter usage is outside of Twitter…people update anywhere, anytime<br />…imagine what that means for bad customer experiences?<br />
  8. 8. Consumer Information Gathering<br /><ul><li>Brand Impression
  9. 9. Research
  10. 10. Customer expectations
  11. 11. Value Proposition</li></ul>8<br />
  12. 12. Customer Experience…<br />All Customer Touch Points, not just “Help Desk” <br />Advertising<br />WWW<br />Public<br />Relations<br />Marketing<br />Sales<br />Billing<br />Delivery/Installation<br />Service<br />Help<br />9<br />
  13. 13. Guiding PrinciplesHow To Leverage Social Media to Your ADVANTAGE<br />
  14. 14. How to Leverage Social Mediato Your Advantage<br />Recommit to delighting the customer<br />Make a fan out of a mistake<br />Invest in what will differentiate you<br />Engage customers to co-create the experience<br />Create an army of brand enthusiasts <br />
  15. 15. How to Leverage Social Mediato Your Advantage<br />Guiding Principle #1<br />Recommit to delighting the customer<br />Social media does not replacethe need for sound customer service processes.<br />
  16. 16. How to Leverage Social Mediato Your Advantage<br />Guiding Principle #2<br />Make a fan out of a mistake<br />How you handle a failure is what leaves the lasting impression<br />
  17. 17. How to Leverage Social Mediato Your Advantage<br />Guiding Principle #3<br />Invest in what will differentiate you<br /><ul><li>Dedicated resources
  18. 18. Processes that cross communication channels</li></li></ul><li>How to Leverage Social Mediato Your Advantage<br />Guiding Principle #4<br />Engage customers to co-create the experience <br /><ul><li>Design
  19. 19. Feedback</li></ul> <br />
  20. 20. How to Leverage Social Mediato Your Advantage<br />Guiding Principle #4<br />Engage customers to co-create the experience <br /><ul><li>Design
  21. 21. Feedback</li></ul> <br />Benefits:<br />Increased customer loyalty<br />Increased customer satisfaction<br />Greater positive word of mouth<br /> Excellence in customer service<br /> Increased revenue<br /> Increased profits<br /> Increased staff satisfaction<br />
  22. 22. How to Leverage Social Mediato Your Advantage<br />Guiding Principle #5<br />Create an army of brand enthusiasts<br /><ul><li>Culture & brand alignment
  23. 23. Online voice</li></ul> <br />At IBM, it’s about losing control<br />“We don’t have a corporate blog or a corporate Twitter ID because we want the ‘IBMers’ in aggregate to be the corporate blog and the corporate Twitter ID.” <br /> Adam Christensen, IBM Corporation<br />
  24. 24. How to Leverage Social Mediato Your Advantage<br />Guiding Principle #5<br />Create an army of brand enthusiasts<br /><ul><li>Culture & brand alignment
  25. 25. Online voice</li></ul> <br />IBM Social Media Stats<br /><ul><li>17,000 internal blogs
  26. 26. 100,000 employees using them
  27. 27. 53,000 on SocialBlue
  28. 28. A few thousand “IBMers” on Twitter
  29. 29. Thousands of external bloggers
  30. 30. 200,000 on LinkedIn
  31. 31. Up to 500,000 participants in company crowd-sourcing “jams”
  32. 32. 50,000 in alum networks on Facebook and LinkedIn</li></ul>Results:<br />Crowd-sourcing identified 10 best incubator businesses, funded with $100 million<br />$100 billion in total revenue, 44.1% gross profit margin in 2008<br />
  33. 33. How to Leverage Social Mediato Your Advantage<br />Guiding Principle #5<br />Create an army of brand enthusiasts<br /><ul><li>Culture & brand alignment
  34. 34. Online voice</li></ul> <br />
  35. 35. Five Trendsto Watch in<br />2011 and Beyond<br />
  36. 36. Social Media Impact on Customer ExperienceFive Trends to Watch in 2011 and Beyond<br />Customer-To-Customer Support to Increase <br />Self-Service Adoption Continues to Grow<br />Out-sourcing is Out, In-sourcing is In<br />Customer Service Organizations Becoming More Personal<br />Mobile Customer Experience Matures<br />
  37. 37. The Power of Social Media<br />Far-Reaching, Effective Way to:<br />Build your brand<br />Increase your customer base<br />Build relationships with your existing, former and prospective customers.<br />Influence the customer’s new decision making journey.<br />Gather valuable feedback on products and services<br />Create another streamlined channel for the customer experience itself <br />… at a significantly lower cost than any traditional mediums<br />
  38. 38. Power of Social MediaWhat We’re Doing at SFN Group<br />Web TV viewers = over 20 million<br />Twitter Followers = 6,888<br />Facebook Fans = 8,743 (55% more than competitors)<br />Text job alert database = 50,000<br />
  39. 39. Power of Social MediaWhat We’re Doing at SFN Group<br />Service Excellence dedicated staff<br />Constantly monitor social media<br />Elevation process for timely responses<br />Participate in online conversations<br />Facebook fan pages for all local offices<br />Surveys online, texting<br />
  40. 40. Outperforming the Industry! SFN Customer Service <br />Our Satisfaction Survey Results<br /><ul><li>Over 600,000 clients & candidates surveyed annually
  41. 41. SFN is committed to measuring delivery of service excellence & continually improving</li></ul>The Ultimate Question…<br />4.25!<br />“<br />“<br />Would you recommend Us?<br />
  42. 42. Thank you <br />& <br />Questions?<br /> Joanie Ruge, SVP Service Excellence, SFN Group <br /> JoanieRuge@sfngroup.com Twitter: @JoanieRuge<br /> sfngroup.com Facebook.com/JoanieRuge<br /> 954.308.7600 Blog: thesocialworkforce.com<br />26<br />

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