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The convergence of social and digital customer service

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Martin Hill-Wilson explores the convergence of social and digital customer service – analysing how brands are developing omni-channel social/digital strategies and what this means for customers.

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The convergence of social and digital customer service

  1. 1. The Conve rge nce Of Social And Digital Custome r Se r v ice
  2. 2. h o w b r a n d s a r e d e v e l o p i n g o m n i - c h a n n e l s o c i a l / d i g i t a l s t r a t e g i e s a n d w h a t t h i s m e a n s f o r c u s t o m e r s
  3. 3. Social balances Digital
  4. 4. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Into The Digital Blender…
  5. 5. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 …And Out Comes
  6. 6. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 “Amelia doesn’t have just an IQ, she has an EQ as well. She is equipped to sense human emotions and respond appropriately” …And Out Comes
  7. 7. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 “Welcome to The Year Of The Employee as I've labelled 2015 in my annual listing of CX trends. Companies' emphasis on culture, training, and voice of the employee will put employees at the center of CX attention this year” Meanwhile…
  8. 8. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 UK Rocks! ”In our view, empathy consists of three components: reassurance, authenticity, and emotional connection. Empathy goes beyond simply solving a problem. It involves making a customer feel valued.” – Lady Geek
  9. 9. Digital behaviour is evolving
  10. 10. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Omni This,Omni That
  11. 11. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Privacy Get Traded In
  12. 12. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Or Does It?
  13. 13. No such thing as legacy
  14. 14. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 In Active Use
  15. 15. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Digital Voice
  16. 16. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Digital Voice
  17. 17. How the best are doing it
  18. 18. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Argos Learns To Learn
  19. 19. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Argos Learns To Learn
  20. 20. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Argos Learns To Learn
  21. 21. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Argos Learns To Learn
  22. 22. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Argos Learns To Learn
  23. 23. Outstanding issues
  24. 24. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Investment Is Lagging
  25. 25. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015
  26. 26. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Customer Hubs
  27. 27. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e © Brainfood Consulting 2015 Customer Hubs
  28. 28. Social an essential part of being digital

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