The document discusses the importance of incorporating eCustomer Service strategies to provide customers with convenient, anytime access to a business through online and mobile platforms. It outlines ways to engage customers through social media, blogs, email lists, search engine optimization and more to both "push" information to customers and "pull" them to a business. The document also recommends automating certain customer interactions and listening to customer feedback online.

1. Modbury & Salisbury
eCustomer Service
Allison Miller, Vanguard Visions Consulting

2. Session Overview
• Welcome and introductions
• Why is good customer service important?
• Why incorporate eCustomer Service
strategies?
• What eCustomer Service will you investigate
further?
• Workshop Evaluation

3. Share what you … know or find
• Go to bit.ly/eCustomerService131112
• Add info, links, slides, comments etc
• Review what others have contributed

4. Why is good customer
service important?

5. Brand Recognition, Return Business
& Customer Loyalty
Think Apple or Harley-Davidson
Image: 'Chipmunk Checking Email' Image: 'Dark Knight'
http://www.flickr.com/photos/23806189@N00/226823992 http://www.flickr.com/photos/49766155@N07/5185076994
Found on flickrcc.net Found on flickrcc.net

6. Why incorporate
eCustomer Service
strategies?

7. Having a web presence

8. Save time & $$
Offer a ‘one stop
shop’
Offer a ‘one stop
shop’
sa.gov.au/doitonline
Image: http://sa.gov.au/doitonline

9. Anytime, Anywhere
Predicated that
between 80-85% of
Australians will have
an internet-enabled
smart phone by mid-
2013
Australian Mobile Phone Lifestyle
Index Survey 2012
Source: aimia.com.au/home/news/member-news/aimia-releases-eighth-annual-australian-mobile-phone-lifestyle-index
Image: 'toddler apps'
http://www.flickr.com/photos/7941044@N06/5661879987
Found on flickrcc.net

10. Convenience
Apps
• What’s your favourite
business app?
• would your business lends
itself to having an app?
iTunes App Store
Android Apps Store
Image: “Order your coffee with an app” – Vanguard Visions Consulting - http://www.flickr.com/photos/77018488@N03/8143763298/

11. Real-time comparison
Customers are
'googling' product
information in store
Offer customers real-time
support or ‘discounts
Digital Trends
digitaltrends.com
Image: “Swarm” from Digital Trends - http://www.digitaltrends.com/mobile/swarm-app-tracks-and-guides-shoppers/

12. Give and get

13. Give to Get
What can you give away in order
to get your customer’s
attention?
• Scoopons?
• scoopon.com.au
• Free online service?
• Samples or tasters?
• Free quotes?
• Free first consultancy?
Image: http://www.scoopon.com.au/

14. The “Push”
Email Lists
• mailchimp.com
Register for eUpdates: bit.ly/digitalcapability
Image: https://www.purlem.com/blog/2012/07/case-study-purlem-com-announces-innovative-new-mailchimp-integration/

15. The “Push”
Subscribe to Social
Media –
• Facebook Page
• Twitter
• Linkedin Group
50% of Web Sales to
Occur Via Social Digital Capability – Doing it Smarter
Media by 2015 Follow us on:
Twitter - twitter.com/digitalcapabili
Facebook - facebook.com/digitalcapability
Mashable, 1 November 2012
LinkedIn - bit.ly/DCLinkedIN
Image and quote : http://mashable.com/2012/11/01/facebook-sales/

16. The “Push”
Blogs
• Subscribe
• RSS feeds
Image: http://vanguardvisions.com.au/blog/

17. And the “Pull”
Search Engine Optimisation
• Key words
• Naming your websites
Images: from Vanguard Visions Consulting's website dashboard – http://vanguardvisionsconsulting.com.au

18. And the “Pull”
Adwords - adwords.google.com
• what are terms are customers using when
looking for products like yours?
Image: from the Dashboard of http://adwords.google.com

19. Listening to your
customers

20. Listening to your customers
Customer service is an
emotional experience.
People want to share
their experiences –
both good and bad.
What are your customers saying
about your business?
United Breaks Guitars
Video: United Breaks Guitars: http://www.youtube.com/watch?v=5YGc4zOqozo

21. Listening to your customers
Social media -
Facebook
• “posts”
• “likes”
Image: Sydney Morning Herald – 14 August 2012 - http://www.smh.com.au/lifestyle/fashion/storm-over-targets-trampy-fashion-sense-20120813-244xz.html

22. Listening to your customers
Social media -
Twitter
• “trending”
• “#hashtags”
Image: Digital Capability Twitter - https://twitter.com/digitalcapabili

23. Listening to your customers
Google Alerts
google.com/alerts
Image: http://www.google.com/alerts/manage

24. Listening to your customers
Online feedback
(Google forms)
docs.google.com
Image: Screenshots

25. Automate

26. Automate
Data entered into your
Calendar or Database
• Simplybook.me
• Eventbrite
• Simplybook.me
• Eventbrite.com.au
Images: Simplybook.me - http://eportfolioservices.simplybook.me/index/about Eventbrite: http://steve-hargadon-educator20-adelaide.eventbrite.com.au/

27. Automate
• SMS reminders
• Automatic email responses
• “I’m currently away …”
• “Thank you for
registering”
• “Reminder of events”
Image: SMS reminder - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream

28. Automate
Customer Relationship
Management (CRM)
• One Page CRM
onepagecrm.com
Image: http://www.onepagecrm.com/

29. Collect the data

30. Collect the data
Customer analytics
• Google analytics -
google.com/analytics
• Facebook Page analytics
• Wordpress analytics
Facebook Insight Image: http://www.facebook.com/digitalcapability/page_insights

31. eCustomer Service Key
Considerations

32. eCustomer Service is one of many
customer service strategies
Image: 'A Sea of Glass - The Chihuly Exhibit at the Bellagio in Vegas'
http://www.flickr.com/photos/95572727@N00/3888356671
Found on flickrcc.net

33. Your customers’ ‘digital literacy’ and
online confidence
Image: 'My Ghost'
http://www.flickr.com/photos/45339031@N00/212999782
Found on flickrcc.net

34. Your eCustomer Service’s ease of use
or ‘usability’
Image: 'How a toddler deals with a crashed+app'
http://www.flickr.com/photos/38869431@N00/4902072639
Found on flickrcc.net

35. Upfront costs and ongoing
support/maintenance
Image: '101123-F-5751H-097'
http://www.flickr.com/photos/39513508@N06/5228827279
Found on flickrcc.net

36. What eCustomer Service
strategy will you
investigate further?

37. Workshop evaluation

38. Allison Miller
0400 732 270
allison@vanguardvisions.com.au
Vanguard Visions Consulting’s
eCustomer Service offerings
More info and blog: vanguardvisionsconsulting.com.au
Register for eUpdates: bit.ly/digitalcapability
Follow on:
Twitter: twitter.com/vanguardvisions
Facebook: facebook.com/vanguardvisions
LinkedIn: linkedin.com/company/vanguard-visions-consulting
vanguardvisionsconsulting.com.au