SlideShare a Scribd company logo
1 of 94
Customer Service
 & Engagement
            John Moore
Presented Jan. 29, 2010
American Strategic Management Institute
            Washington D.C.
The leading voice for ethical
and effective Word of Mouth
and Social Media Marketing
www.ENGAGEMENTdb.com
“… companies that are both
  deeply and widely engaged in
social media surpass their peers in
 terms of both revenue and profit
   performance by a significant
           difference.”
                              pg. 6




     www.ENGAGEMENTdb.com
Starbucks Q3’09
                       Earnings Call Transcript
                                 July 21, 2009

Howard Schultz:
 “We were just named the number 
 one brand in a new social media
 engagement report.”

 “The key here is that we are
 connecting directly with our loyal
 customers who will be driving our
 future growth.”
over 5,300,000 Facebook fans
     PageData.InsideFacebook.com
BRANDWEEK:
How are you taking this online chatter
and translating it to ROI for the brand?


“We certainly look at a few things.”

 •  Emotional connections
 •  Human connections
 •  Adds to the bottom line business

              Alexandra Wheeler
              digital strategy director, Starbucks


                 source | Brandweek, August 1, 2009
“It isn’t a marketing
  initiative. It isn’t a PR
 initiative. It’s cultivating
   and creating great
consumer value and great
 customer relationships.”
           Alexandra Wheeler
           digital strategy director, Starbucks



              source | Brandweek, August 1, 2009
17% of time spent on
the Internet is on Social
    Media websites



               source | Rubicon Consulting study (Oct. 2009)
Fortune 100 Companies…
54% have a Twitter presence
32% maintain a Blog
29% are on Facebook


             source | Burson-Marsteller & Digital Media Study (June 2009)
Social
Media
No longer IF,
 but HOW.
Word of Mouth
is the original
Social Media
Over 3,000,000,000
 word of mouth conversations
take place everyday in the U.S.



               source | Presentation from the Keller Fay Group (2009)
76% of consumers believe
companies are untruthful in
    their advertising



        source | Bold Mouth’s “Perceptions, Practices, and Ethics” report (2006)
78% of global consumers say
they trust recommendations
   from other consumers



              source | Nielsen’s “Trust in Advertising” Report (2007)
The typical American takes
part in 125 conversations per
 week that discuss products
         and services


                 source | Keller Fay “ Talk Track” report (2008)
Of those 125 conversations,
specific brands/companies
  are mentioned 90 times



                source | Keller Fay “ Talk Track” report (2008)
68% of WOM conversations
   are mostly positive

8% of WOM conversations
  are mostly negative

              source | Keller Fay “ Talk Track” report (2009)
“When consumers write
reviews online ... the average
  grade is 4.3 stars out of 5.”



                 source | Wall Street Journal article (Oct. 5, 2009)
“For marketers, it’s not Twitter
 that matters, but Twitterers.”



           source | Blog post from Augie Ray, Forrester Analyst (Jan. 20, 2010)
Twitterers are 3x more likely
 to be “Creators” than the
  general U.S. population


                    source | Forrester Report (Dec. 2009)
22     %        78
              WOM
                                               %
Sparked by       Sparked by
Advertising    Something else

                    source | Keller Fay “ Talk Track” report (2009)
ONE                TWO                                   THREE
              Explaining
   Great                                           Remarkable
                how a
 Customer                                              and
              Product or
 Service or                                        Entertaining
               Service
Experience                                             Stuff
                Works

              source | Bold Mouth’s “Perceptions, Practices, and Ethics” report (2006)
“When you hit a wrong note, it’s the
next note that makes it good or bad.”
                          MILES DAVIS
“You can play a
shoestring if you are
     sincere.”




                        JOHN COLTRANE
SIX KEY
POINTS
ONE

       Social Media helps
        small companies
      look bigger and big
         companies get
             smaller
source | http://www.flickr.com/photos/cyv2/2529963389/
source | http://www.flickr.com/photos/shelisrael/2733087410/
source | http://www.flickr.com/photos/lilhlfpint/2470960013/
source | http://www.flickr.com/photos/helio/1740910023/
TWO

          Listening and
         responding are
      highly under-utilized
      marketing strategies
“The most important
thing I look for in a
musician is whether he
knows how to listen.”

DUKE ELLINGTON
If a brand lacks
 confidence, then it will
  not want to listen to
negative conversations.
“Most of the social media
  engagement has been
 responding, listening, and
connecting with fans, which
   is important because
       it builds loyalty.”
             Porter Gale
             VP Marketing, Virgin America
What’s happening?   140
What’s happening?
80% of tweets are from Meformers.
Postings about insignificant doings.

What’s happening?
20% of tweets are from Informers. Those
who share informational news, incl. links

                         source | Rutgers University study (Oct. 2009)
What’s happening?
The typical Meformer has 61 friends and
43 followers.

What’s happening?
The typical Informer has 131 friends and
112 followers.

                         source | Rutgers University study (Oct. 2009)
69% of businesses on Twitter
post at least 4 times per week



             source | Burson-Marsteller & Digital Media Study (June 2009)
source | http://www.flickr.com/photos/obie/505082130/
In many ways, the
 Internet has become
  an extension of your
Marketing department.
Your goal is to become
 an INVITED GUEST with
 online conversations.
Invited Guest!
                             everyone!
Equal Parts:!

     LISTENING!
     LEARNING!
     RESPONDING!
Mix and Serve!
THREE

           Measure and
        monitor what matters
         most in the online
           conversation
www.Radian6.com
www.ScoutLabs.com
evolve24.com
                      nielsen-online.com


   overtone.com


                  jdPowerWebIntelligence.com

motivequest.com
“We’ve tried all the off-the-shelf
 monitoring applications. None
 work as well as the free tools.”

                 Daniel Sundin
                 Intranet Manager, PETCO



                 source | WOMMA Brands Council Webinar (Oct. 2009)
www.TweetDeck.com
google.com/alerts
Reach
Frequency
  Topic
  Tone
Credibility
Reach
the breadth and depth of
 the online conversation
Frequency
    how viral the
conversation becomes
Topic
the issue or issues
 being discussed
Tone
the overall sentiment
Credibility
the trustworthiness
   of the talkers
FOUR

         Buzz does not
       Create Evangelists.

       Evangelists Create
            Buzz.
!   BUZZ
Average life expectancy of
  a Fortune 500 business




      14,600                            days

               source | THE LIVING COMPANY, Arie de Geus
Average life expectancy
  of a Small Business




        3,100                                    days

       source | SMALL BUSINESS DESK REFERNCE, Gene Marks (editor)
DOT   LINE
FIVE


       Fix your “Broken
       Windows” before
       engaging online
Broken Windows Theory
Broken Windows Theory




Higher crime rates occur in cities when
 broken windows are left unrepaired
because people will conclude no one
      cares enough to fix them.
Broken Windows Theory
Broken Windows Theory




  Broken windows are visible signs to
customers that a business doesn’t care,
 that it is poorly managed, and that it
 inadequately deals with little details.
SIX

        Social Media as a
        customer service
      channel can become
       a great employee
          recruiting tool
“No one visits a website’s home
 page anymore — they walk in
  the back door, to the page
    Google sent them to.”

                Seth Godin
                Meatball Sundae (2007)
Dell corporate culture
“By participating in the blogging
   conversation, Sun is able to
communicate its corporate culture
to not only customers, but also to
 current and future employees.”




                  Jonathan Schwartz
                  ceo, Sun Microsystems
Customer Service
 & Engagement
            John Moore
www.WOMMA.org
 johnmoore@WOMMA.org

More Related Content

What's hot

Training for customer service & team building
Training for customer service & team buildingTraining for customer service & team building
Training for customer service & team building
Sanjay Panchal
 
Delivering and Improving Effective Customer Service Training by CustomerServ...
Delivering and Improving  Effective Customer Service Training by CustomerServ...Delivering and Improving  Effective Customer Service Training by CustomerServ...
Delivering and Improving Effective Customer Service Training by CustomerServ...
Atlantic Training, LLC.
 
Customer Service training
Customer Service trainingCustomer Service training
Customer Service training
Grand Cinemas
 

What's hot (20)

What is a customer centric culture?
What is a customer centric culture?What is a customer centric culture?
What is a customer centric culture?
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service Training
 
Customer centric workshop
Customer centric workshop Customer centric workshop
Customer centric workshop
 
New Approach to Customer Experience Management
New Approach to Customer Experience Management New Approach to Customer Experience Management
New Approach to Customer Experience Management
 
Why is Customer Service So Important?
Why is Customer Service So Important?Why is Customer Service So Important?
Why is Customer Service So Important?
 
Customer service
Customer serviceCustomer service
Customer service
 
Training for customer service & team building
Training for customer service & team buildingTraining for customer service & team building
Training for customer service & team building
 
The Product Market Fit Cycle (Updated to v. 2.0)
The Product Market Fit Cycle (Updated to v. 2.0)The Product Market Fit Cycle (Updated to v. 2.0)
The Product Market Fit Cycle (Updated to v. 2.0)
 
How to Improve your Customer Service Skills by Scott Storick
How to Improve your Customer Service Skills by Scott StorickHow to Improve your Customer Service Skills by Scott Storick
How to Improve your Customer Service Skills by Scott Storick
 
Providing Exceptional Customer Service
Providing Exceptional Customer ServiceProviding Exceptional Customer Service
Providing Exceptional Customer Service
 
Memorable Customer Experience
Memorable Customer ExperienceMemorable Customer Experience
Memorable Customer Experience
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service Training
 
Delivering an excellent customer service experience via one on-one interactions
Delivering an excellent customer service experience via one on-one interactionsDelivering an excellent customer service experience via one on-one interactions
Delivering an excellent customer service experience via one on-one interactions
 
Customer Experience (CX)
Customer Experience (CX)Customer Experience (CX)
Customer Experience (CX)
 
Total Customer Experience
Total Customer ExperienceTotal Customer Experience
Total Customer Experience
 
Delivering and Improving Effective Customer Service Training by CustomerServ...
Delivering and Improving  Effective Customer Service Training by CustomerServ...Delivering and Improving  Effective Customer Service Training by CustomerServ...
Delivering and Improving Effective Customer Service Training by CustomerServ...
 
Customer Service training
Customer Service trainingCustomer Service training
Customer Service training
 
Effective customer service training
Effective customer service training  Effective customer service training
Effective customer service training
 
The ultimate guide to customer service excellence
The ultimate guide to customer service excellenceThe ultimate guide to customer service excellence
The ultimate guide to customer service excellence
 

Viewers also liked

Customer Service Powerpoint
Customer Service PowerpointCustomer Service Powerpoint
Customer Service Powerpoint
guestf74142
 

Viewers also liked (6)

Customer Service
Customer ServiceCustomer Service
Customer Service
 
Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)
 
Customer Services Ppresentation
Customer Services PpresentationCustomer Services Ppresentation
Customer Services Ppresentation
 
Customer Service Strategy
Customer Service StrategyCustomer Service Strategy
Customer Service Strategy
 
Customer Service Powerpoint
Customer Service PowerpointCustomer Service Powerpoint
Customer Service Powerpoint
 
CUSTOMER SERVICE POWERPOINT
CUSTOMER SERVICE POWERPOINTCUSTOMER SERVICE POWERPOINT
CUSTOMER SERVICE POWERPOINT
 

Similar to Customer Service | Engagement | Social Media

Navigating the Social Media Terrain
Navigating the Social Media TerrainNavigating the Social Media Terrain
Navigating the Social Media Terrain
Kelly Kearney
 
E.Forst Presentation
E.Forst PresentationE.Forst Presentation
E.Forst Presentation
Andy Reynolds
 
The Disruption Briefing
The Disruption BriefingThe Disruption Briefing
The Disruption Briefing
fivebyfive
 
How Do You Create Competitive Advantage Using Social Media
How Do You Create Competitive Advantage Using Social MediaHow Do You Create Competitive Advantage Using Social Media
How Do You Create Competitive Advantage Using Social Media
webtique
 
The Disruption Briefing (TLC) - Jan 2010
The Disruption Briefing (TLC) - Jan 2010The Disruption Briefing (TLC) - Jan 2010
The Disruption Briefing (TLC) - Jan 2010
Steve Sponder
 
091123 Shanghai Spanish Chamber Of Commerce Event 0.2
091123 Shanghai Spanish Chamber Of Commerce Event 0.2091123 Shanghai Spanish Chamber Of Commerce Event 0.2
091123 Shanghai Spanish Chamber Of Commerce Event 0.2
Text100
 
Beyond Social Media: Ad Club 11/08
Beyond Social Media: Ad Club 11/08Beyond Social Media: Ad Club 11/08
Beyond Social Media: Ad Club 11/08
Eric Weaver
 
UN Women's Conference - Social listening session
UN Women's Conference - Social listening sessionUN Women's Conference - Social listening session
UN Women's Conference - Social listening session
susanpeich
 

Similar to Customer Service | Engagement | Social Media (20)

Creating Conversation Worthy BUZZ
Creating Conversation Worthy BUZZCreating Conversation Worthy BUZZ
Creating Conversation Worthy BUZZ
 
Measuring Value Of New Media Channels While Combining Them With Traditional C...
Measuring Value Of New Media Channels While Combining Them With Traditional C...Measuring Value Of New Media Channels While Combining Them With Traditional C...
Measuring Value Of New Media Channels While Combining Them With Traditional C...
 
Social Media and Small Business
Social Media and Small BusinessSocial Media and Small Business
Social Media and Small Business
 
Navigating the Social Media Terrain
Navigating the Social Media TerrainNavigating the Social Media Terrain
Navigating the Social Media Terrain
 
Creating Conversation Worthy Buzz
Creating Conversation Worthy BuzzCreating Conversation Worthy Buzz
Creating Conversation Worthy Buzz
 
E.Forst Presentation
E.Forst PresentationE.Forst Presentation
E.Forst Presentation
 
The Disruption Briefing
The Disruption BriefingThe Disruption Briefing
The Disruption Briefing
 
How Do You Create Competitive Advantage Using Social Media
How Do You Create Competitive Advantage Using Social MediaHow Do You Create Competitive Advantage Using Social Media
How Do You Create Competitive Advantage Using Social Media
 
The Disruption Briefing (TLC) - Jan 2010
The Disruption Briefing (TLC) - Jan 2010The Disruption Briefing (TLC) - Jan 2010
The Disruption Briefing (TLC) - Jan 2010
 
091123 Shanghai Spanish Chamber Of Commerce Event 0.2
091123 Shanghai Spanish Chamber Of Commerce Event 0.2091123 Shanghai Spanish Chamber Of Commerce Event 0.2
091123 Shanghai Spanish Chamber Of Commerce Event 0.2
 
PRSA-CVC Workshop: What We Learned in San Francisco
PRSA-CVC Workshop: What We Learned in San FranciscoPRSA-CVC Workshop: What We Learned in San Francisco
PRSA-CVC Workshop: What We Learned in San Francisco
 
Social Media Action Plan
Social Media Action PlanSocial Media Action Plan
Social Media Action Plan
 
Social Media Presentation Strathclyde Jan 2010
Social Media Presentation   Strathclyde   Jan 2010Social Media Presentation   Strathclyde   Jan 2010
Social Media Presentation Strathclyde Jan 2010
 
Beyond Social Media: Ad Club 11/08
Beyond Social Media: Ad Club 11/08Beyond Social Media: Ad Club 11/08
Beyond Social Media: Ad Club 11/08
 
Akron SCORE "Selling with Social Media" Strategic Workshop
Akron SCORE "Selling with Social Media" Strategic WorkshopAkron SCORE "Selling with Social Media" Strategic Workshop
Akron SCORE "Selling with Social Media" Strategic Workshop
 
The Rise Of Customer Advocacy
The Rise Of Customer AdvocacyThe Rise Of Customer Advocacy
The Rise Of Customer Advocacy
 
Digital Natives - Session 4 - Listening to consumers
Digital Natives - Session 4 - Listening to consumersDigital Natives - Session 4 - Listening to consumers
Digital Natives - Session 4 - Listening to consumers
 
Reputation in real time
Reputation in real timeReputation in real time
Reputation in real time
 
What the Tweet is going on?
What the Tweet is going on?What the Tweet is going on?
What the Tweet is going on?
 
UN Women's Conference - Social listening session
UN Women's Conference - Social listening sessionUN Women's Conference - Social listening session
UN Women's Conference - Social listening session
 

More from Brand Autopsy Marketing Practice

More from Brand Autopsy Marketing Practice (20)

Winning Now, Winning Later -- David Cote
Winning Now, Winning Later -- David CoteWinning Now, Winning Later -- David Cote
Winning Now, Winning Later -- David Cote
 
Vintage prezo 2006 | Word of Mouth Marketing
Vintage prezo 2006 | Word of Mouth Marketing Vintage prezo 2006 | Word of Mouth Marketing
Vintage prezo 2006 | Word of Mouth Marketing
 
TOUGH LOVE: Scripting the Drive, Drama, and Decline of Galaxy Coffee
TOUGH LOVE: Scripting the Drive, Drama, and Decline of Galaxy CoffeeTOUGH LOVE: Scripting the Drive, Drama, and Decline of Galaxy Coffee
TOUGH LOVE: Scripting the Drive, Drama, and Decline of Galaxy Coffee
 
Manifest Customer Destiny
Manifest Customer DestinyManifest Customer Destiny
Manifest Customer Destiny
 
Passion Makes Perfect
Passion Makes PerfectPassion Makes Perfect
Passion Makes Perfect
 
Presentation Wisdom Learned from Comedians and Improvisers | PCA8
Presentation Wisdom Learned from Comedians and Improvisers | PCA8Presentation Wisdom Learned from Comedians and Improvisers | PCA8
Presentation Wisdom Learned from Comedians and Improvisers | PCA8
 
AUDIO INSIDE | Vanguard Quotes from ONWARD (by Howard Schultz)
AUDIO INSIDE | Vanguard Quotes from ONWARD (by Howard Schultz)AUDIO INSIDE | Vanguard Quotes from ONWARD (by Howard Schultz)
AUDIO INSIDE | Vanguard Quotes from ONWARD (by Howard Schultz)
 
Using Social Media to Solve Common Business Problems
Using Social Media to Solve Common Business ProblemsUsing Social Media to Solve Common Business Problems
Using Social Media to Solve Common Business Problems
 
NOW... BUILD A GREAT BUSINESS
NOW... BUILD A GREAT BUSINESSNOW... BUILD A GREAT BUSINESS
NOW... BUILD A GREAT BUSINESS
 
ABRIDGED | Becoming a Talkable Brand
ABRIDGED | Becoming a Talkable BrandABRIDGED | Becoming a Talkable Brand
ABRIDGED | Becoming a Talkable Brand
 
LITTLE BIG THINGS | Tom Peters
LITTLE BIG THINGS | Tom PetersLITTLE BIG THINGS | Tom Peters
LITTLE BIG THINGS | Tom Peters
 
Exploiting Chaos
Exploiting ChaosExploiting Chaos
Exploiting Chaos
 
Notes On Directing
Notes On DirectingNotes On Directing
Notes On Directing
 
Staying Alfoat in Social Media
Staying Alfoat in Social MediaStaying Alfoat in Social Media
Staying Alfoat in Social Media
 
Field Notes from SXSWi
Field Notes from SXSWiField Notes from SXSWi
Field Notes from SXSWi
 
The Marketing Matrix
The Marketing MatrixThe Marketing Matrix
The Marketing Matrix
 
Age Of Conversation (second edition)
Age Of Conversation (second edition)Age Of Conversation (second edition)
Age Of Conversation (second edition)
 
Toy Box Leadership
Toy Box LeadershipToy Box Leadership
Toy Box Leadership
 
OUTSMART!
OUTSMART!OUTSMART!
OUTSMART!
 
THE MYTHS OF INNOVATION
THE MYTHS OF INNOVATIONTHE MYTHS OF INNOVATION
THE MYTHS OF INNOVATION
 

Recently uploaded

What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...
srcw2322l101
 

Recently uploaded (20)

Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...
Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...
Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...
 
Inside the Black Box of Venture Capital (VC)
Inside the Black Box of Venture Capital (VC)Inside the Black Box of Venture Capital (VC)
Inside the Black Box of Venture Capital (VC)
 
Elevate Your Online Presence with SEO Services
Elevate Your Online Presence with SEO ServicesElevate Your Online Presence with SEO Services
Elevate Your Online Presence with SEO Services
 
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
 
Meaningful Technology for Humans: How Strategy Helps to Deliver Real Value fo...
Meaningful Technology for Humans: How Strategy Helps to Deliver Real Value fo...Meaningful Technology for Humans: How Strategy Helps to Deliver Real Value fo...
Meaningful Technology for Humans: How Strategy Helps to Deliver Real Value fo...
 
The Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfThe Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdf
 
Hyundai capital 2024 1q Earnings release
Hyundai capital 2024 1q Earnings releaseHyundai capital 2024 1q Earnings release
Hyundai capital 2024 1q Earnings release
 
What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...
 
Unveiling Gemini: Traits and Personality of the Twins
Unveiling Gemini: Traits and Personality of the TwinsUnveiling Gemini: Traits and Personality of the Twins
Unveiling Gemini: Traits and Personality of the Twins
 
Creative Ideas for Interactive Team Presentations
Creative Ideas for Interactive Team PresentationsCreative Ideas for Interactive Team Presentations
Creative Ideas for Interactive Team Presentations
 
Equinox Gold Corporate Deck May 24th 2024
Equinox Gold Corporate Deck May 24th 2024Equinox Gold Corporate Deck May 24th 2024
Equinox Gold Corporate Deck May 24th 2024
 
Revolutionizing Industries: The Power of Carbon Components
Revolutionizing Industries: The Power of Carbon ComponentsRevolutionizing Industries: The Power of Carbon Components
Revolutionizing Industries: The Power of Carbon Components
 
FEXLE- Salesforce Field Service Lightning
FEXLE- Salesforce Field Service LightningFEXLE- Salesforce Field Service Lightning
FEXLE- Salesforce Field Service Lightning
 
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptxBlinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
 
Unveiling the Dynamic Gemini_ Personality Traits and Sign Dates.pptx
Unveiling the Dynamic Gemini_ Personality Traits and Sign Dates.pptxUnveiling the Dynamic Gemini_ Personality Traits and Sign Dates.pptx
Unveiling the Dynamic Gemini_ Personality Traits and Sign Dates.pptx
 
Falcon Invoice Discounting Setup for Small Businesses
Falcon Invoice Discounting Setup for Small BusinessesFalcon Invoice Discounting Setup for Small Businesses
Falcon Invoice Discounting Setup for Small Businesses
 
Team-Spandex-Northern University-CS1035.
Team-Spandex-Northern University-CS1035.Team-Spandex-Northern University-CS1035.
Team-Spandex-Northern University-CS1035.
 
Powers and Functions of CPCB - The Water Act 1974.pdf
Powers and Functions of CPCB - The Water Act 1974.pdfPowers and Functions of CPCB - The Water Act 1974.pdf
Powers and Functions of CPCB - The Water Act 1974.pdf
 
بروفايل شركة ميار الخليج للاستشارات الهندسية.pdf
بروفايل شركة ميار الخليج للاستشارات الهندسية.pdfبروفايل شركة ميار الخليج للاستشارات الهندسية.pdf
بروفايل شركة ميار الخليج للاستشارات الهندسية.pdf
 
How to Maintain Healthy Life style.pptx
How to Maintain  Healthy Life style.pptxHow to Maintain  Healthy Life style.pptx
How to Maintain Healthy Life style.pptx
 

Customer Service | Engagement | Social Media