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Social business digital business social media customer service

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in this slide show Robert Sullivan an international public and keynote speaker, consultant and training highlights the importance of social tools/ media in gathering customer Insight. Sullivan then gives examples of the drive towards personalisation and the need to truly understand customers needs and expectations.

He then looks at the importance of Organisational Culture and change in order to move successfully into and through this new world of doing business.

Published in: Business
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Social business digital business social media customer service

  1. 1. CONTENT •CONTEXT •CUSTOMER SERVICE EXCELLENCE (CSE) •INSIGHT & PERSONALISATION •CUSTOMER ENGAGEMENT •CULTURAL CHALLENGES •OVER ARCHING THEME – ITS ABOUT CULTURE & PEOPLE! COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  2. 2. BACKGROUND •CIVIL SERVICE •UNIVERSITY OF PAISLEY QUALITY CENTRE – IQA CENTRE OF EXCELLENCE & OTHER UNIVERSITIES INTERNATIONALLY •ELEARNING INTERNATIONALLY •DBS CONSULTING GROUP •SERVICE QUALITY AUDITING •TRAINING AND TEACHING GLOBALLY COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  3. 3. WHO WE WORK WITH …. COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  4. 4. GOOD CUSTOMER CARE/ QUALITY •CUSTOMER •CULTURE •COMMUNICATIONS •COMMITMENT •COMPREHENSION •CONTINUOUS IMPROVEMENT/ INNOVATION? •COST COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  5. 5. CUSTOMER SERVICE EXCELLENCE MODEL COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  6. 6. 5 DIMENSIONS OF QUALITY (SERVQUAL) 1.Responsiveness 2.Assurance 3.Tangibles 4.Empathy 5.Reliability COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  7. 7. MANAGING EXPECTATIONS & PERCEPTION Expectations COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  8. 8. THE IMPORTANCE OF INSIGHT - THE CAR HIRE ! COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  9. 9. PERSONALISATION •WE CAN CHOOSE THE SEATS, WHEELS, COLOUR OF OUR CARS •WE CAN SELECT THE CARE THAT WE/ OTHERS RECEIVE UNDER SELF DIRECTED SUPPORT •ORGANISATIONS NEED TO TRULY UNDERSTAND OUR NEEDS AND PREFERENCES •THEY SHOULD NOT GUESS OUR NEEDS AND PREFERENCES •GOOD ENGAGEMENT/ COMMUNICATIONS AND ACTIVE LISTENING IS NOW A NECESSITY •WE LISTEN AND WE PROVIDE TAILORED SERVICES RATHER THAN DEVELOP A GOOD/ SERVICE AND THEN ADVERTISE IT COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  10. 10. CUSTOMER ENGAGEMENT COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  11. 11. “ ” AT PRESENT WE SEND OUT SURVEYS, HOLD FOCUS GROUPS AND ASK CUSTOMERS ABOUT OUR CURRENT GOODS AND SERVICES. WE ARE DRIVING OUR BUSINESS LOOKING IN THE REAR- VIEW MIRROR. COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  12. 12. “ ” IT IS ALL ABOUT CUSTOMER ENGAGEMENT BUT THEY DETERMINE WHEN AND HOW THEY WANT TO BE ENGAGED WITH COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  13. 13. “ ” YOU NEED TO BE WHERE YOUR CUSTOMERS ARE 'PHYSICALLY' AND EMOTIONALLY COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  14. 14. VOICE OF THE CUSTOMER •SOCIAL BUSINESS ALLOWS US INSTANT ACCESS TO THE 'VOICE OF THE CUSTOMER‘ •THE WEB GIVES US BIG DATA THAT CAN BE USED TO PROVIDE APPROPRIATE GOODS/ SERVICES COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  15. 15. CHANNELS COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  16. 16. CHANNEL CONGRUENCE THE CHANNEL USED SHOULD 'FIT' THE SITUATION & CUSTOMER PREFERENCES • WOULD WE TEXT SOMEONE TO TELL THEM THEY ARE FIRED? • WOULD WE TWEET TO SOMEONE ABOUT THE DEATH OF A NEAR RELATIVE? IT IS ALL ABOUT SOCIAL, ABOUT PEOPLE, ABOUT EMPATHY CUSTOMERS LIKE TO FEEL RESPECTED AND LOVED COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  17. 17. THE OLD WAY SALES LOGISTICS/ DELIVERY AFTER SALESFINANCE COMPLAINTS ? COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  18. 18. THE 'NEW' WAY PHONE VISIT SHOP OR OFFICE FACE BOOKTWITTER INSTAGRAM ? COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  19. 19. THE 'THIRD' OR 'BETTER' WAY PHONE VISIT SHOP OR OFFICE FACE BOOKTWITTER INSTAGRAM ? THE CLOUD OTHER CHANNEL COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  20. 20. CULTURE 'IT’S THE WAY WE DO THINGS AROUND HERE' COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  21. 21. THE SECRET OF THE FAMILY ROAST COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  22. 22. CHANGE NEEDS BOTH DIRECTION AND EFFORT ICE CUBE DIAGRAM COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  23. 23. 'FOR THINGS TO CHANGE YOU HAVE TO CHANGE' JIM ROHN COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  24. 24. WHY FEAR SOCIAL MEDIA ETC? •FAILURE - PUBLIC •ERRORS- PUBLIC •ACCOUNTABILITY- PUBLIC •RESPONSIBILITY- PUBLIC COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  25. 25. CHANGE MINDSET 1. EDUCATION 2.RECRUITMENT 3.REWARD & RECOGNITION SYSTEMS 4.CONTINUOUS PROFESSIONAL DEVELOPMENT COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  26. 26. THE FUTURE • WEBCHAT • MOVE TOWARDS MORE CUSTOMER 'COMMUNITIES' • MORE ENGAGEMENT – WANTED OR NOT! • OTHER CHANNELS WILL REMAIN – WE NEED TO KNOW OUR CUSTOMER AND PROSPECTIVE CUSTOMERS • MORE PUBLIC SECTOR/ GOVERNMENT USE OF SOCIAL CHANNELS – SLOWLY! • INSTANT 'GRATIFICATION' – COMPLAIN ABOUT THE STORE ON TWITTER WHILE IN STORE USING THEIR FREE WIFI • INCREASED CUSTOMER EXPECTATIONS • GREAT OPPORTUNITIES TO GET 'THE VOICE OF THE CUSTOMER' • OPPORTUNITIES TO INCREASE 'SELF – SERVICE‘ AND ‘SELF’ OR ‘COMMUNITY HELP’ COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  27. 27. WORK WITH US • ROBERT PROVIDES KEYNOTE AND CONFERENCE SPEECHES GLOBALLY – CONTACT US FOR INFO/ RATES & AVAILABILITY • WE PROVIDE LECTURES TO BUSINESS SCHOOLS INTERNATIONALLY– CONTACT FOR INFO • WE HAVE E-LEARNING IN ALL ASPECTS OF BUSINESS INCLUDING DIGITAL/ SOCIAL BUSINESS-CONTACT US • WE PROVIDE FACE-TO-FACE TRAINING FOR CORPORATES INTERNATIONALLY • WE PROVIDE CONSULTANCY TO HELP CLIENTS BIG AND SMALL IN COUNTRIES ACROSS THE GLOBE ------- ASK US FOR INFO – CONTACT DETAILS ON NEXT SLIDE -------- COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
  28. 28. CONTACT • EMAIL: SUPPORT@DBSWORLD.ORG • DIRECT: +44 (0)7821 694 871 • LINKEDIN: ROBERTSULLIVAN1 • TWITTER: @ROBERTSULLIVAN COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US

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