Customers are increasingly turning to social media to air their service issues – especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity.
This webinar shows you how to leverage social media for better service if you’re new to it, and how to sharpen your virtual service image if you’re an old pro. Topics we’ll cover include:
* Why your service is going public and going viral: a look at today’s digital consumer
* Social media service success stories: Comcast, Southwest Airlines, Zappos, and more
* Understanding virtual service channels:
o Twitter: A public dialogue that takes place in real time
o Facebook: Building a community around your brand
o Virtual communities: Communications channel or feeding frenzy
o The blogosphere: Everyone has a soapbox
* Do’s and don’ts: How to communicate effectively in a cyber service world
Social Media Marketing Solution for Realtorssocialraver
Capture and channel client opinions using social media into powerful word-of-mouth marketing to generate referrals and recommendations to grow your business.
-Getting Started with Facebook Advertising
-Introduction to Location Based Services
-Group Buying: Getting Started
-Introduction to Retargeting
-5 Tips to Get Started with Mobile Pay Per Click
-8 Tips for Mobile Advertising
-10 Website Mistakes to Avoid
-How to Leverage Google Places
-Optimizing your Website for Special Events
-9 Tips to Optimize Your Shopping Cart
-Case Study: 22% Increase in Onsite Conversions with Simple User Exp
Authored by David Daniels, The Relevancy Group
With all the channels and marketing messaging vying for the customer's attention it is becoming harder for marketers to not only remedy the consumer attention deficit order but also find meaningful ways to drive customer acquisition. This first eBook in a series on how to Create Engaging Email, will leverage The Relevancy Group's Connected Marketing Framework to provide proven tactics on how to drive subscriber acquisition.
This eBook will expose marketers to cutting edge strategies on how to connect web analytics intelligence, social media and mobile marketing opportunities to exceed acquisition goals.
Social Media Marketing Solution for Realtorssocialraver
Capture and channel client opinions using social media into powerful word-of-mouth marketing to generate referrals and recommendations to grow your business.
-Getting Started with Facebook Advertising
-Introduction to Location Based Services
-Group Buying: Getting Started
-Introduction to Retargeting
-5 Tips to Get Started with Mobile Pay Per Click
-8 Tips for Mobile Advertising
-10 Website Mistakes to Avoid
-How to Leverage Google Places
-Optimizing your Website for Special Events
-9 Tips to Optimize Your Shopping Cart
-Case Study: 22% Increase in Onsite Conversions with Simple User Exp
Authored by David Daniels, The Relevancy Group
With all the channels and marketing messaging vying for the customer's attention it is becoming harder for marketers to not only remedy the consumer attention deficit order but also find meaningful ways to drive customer acquisition. This first eBook in a series on how to Create Engaging Email, will leverage The Relevancy Group's Connected Marketing Framework to provide proven tactics on how to drive subscriber acquisition.
This eBook will expose marketers to cutting edge strategies on how to connect web analytics intelligence, social media and mobile marketing opportunities to exceed acquisition goals.
IBM presentation at Digital Media Barcelona- Twitter For Business Microbloggi...the bureau, digital agency
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A quick look at how brands are using Twitter for business purposes. Includes an introduction on Twitter, updated statistics, case studies and useful tools.
Facebook isn’t a platform you can “set and forget.” Learn how to use content to engage with customers and build a loyal following that will share your content, recommend you to others and ultimately increase revenue. Presented by Jason Keith, Senior Public Relations Manager
"Everybody's Talking! Are You Listening? How Social Media Technology Brings O...Industry Collective
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NOTES- Participants at London Tech Weeks “Switch on your B2B mobile content strategy” discussed research and strategy on how to take advantage of mobile capabilities, what techniques can be used, Mobile customer experience and what is working best for B2B organisations.
Areas Covered
Why the current customer experience is broken
How mobile can be a powerful extension of your brand and marketing.
The current customer journey
The fully mobile customer journey
How to engage your audience through the customer journey
Customer experience is the new marketing
Gaining a better customer insight
Capturing critical data along the customer journey
Technology integration: API’s, Marketing automation, CRM
Success metrics (adoption, engagement and conversion)
“For marketers, mobile is the biggest opportunity of our time to give consumers the exceptional discovery, engagement and purchasing experiences they demand.” (Mobile Marketing Association, 2017)
Mobile content is both a great opportunity and a threat to many marketing professionals. How best to take advantage of a device business users check multiple times an hour, making them a real-time tool in driving brand awareness and target their prospects or channel partners to ensure their mobile marketing works effectively.
“The event hosted by strategic partnering firm Tomorrow People and Contento their mobile customer experience service took a tactical look at how to encounter the advantages of a mobile audience and how to redefine current materials for mobile usage."
Presentation notes from the Frocomm Social Media Bootcamp, June 2009, Sydney presenters were Brian Giesen and Graham White from Ogilvy 360 Digital Influence
A brief overview of what is social media and how it is changing the landscape from traditional marketing methodologies.
Presented at Navyam 2012, the annual Marketing Summit of Shri Ram College of Commerce.
IBM presentation at Digital Media Barcelona- Twitter For Business Microbloggi...the bureau, digital agency
IBM presentation: Twitter for business - Microblogging goes to work by Delphine Remy-Boutant, WW Social Media Marketing Manager IBM SWG - Digital Media Barcelona event 16th September
A quick look at how brands are using Twitter for business purposes. Includes an introduction on Twitter, updated statistics, case studies and useful tools.
Facebook isn’t a platform you can “set and forget.” Learn how to use content to engage with customers and build a loyal following that will share your content, recommend you to others and ultimately increase revenue. Presented by Jason Keith, Senior Public Relations Manager
"Everybody's Talking! Are You Listening? How Social Media Technology Brings O...Industry Collective
"Everybody's Talking! Are You Listening? How Social Media Technology Brings Online Conversations to You" by Jeffrey Cohen, Social Strategist at Radian6. Presented at Murmuration 2012.
Fra Markedu's Facebook markedsføring og tips webseminar på dansk
Webseminaret giver en introduktion til hvordan man bør tænke for at få mest mulig success med markedsføring via Facebook.
Switch on your B2B customer experience strategyTomorrow People
B2B Marketing Leaders Gather to Share insights
NOTES- Participants at London Tech Weeks “Switch on your B2B mobile content strategy” discussed research and strategy on how to take advantage of mobile capabilities, what techniques can be used, Mobile customer experience and what is working best for B2B organisations.
Areas Covered
Why the current customer experience is broken
How mobile can be a powerful extension of your brand and marketing.
The current customer journey
The fully mobile customer journey
How to engage your audience through the customer journey
Customer experience is the new marketing
Gaining a better customer insight
Capturing critical data along the customer journey
Technology integration: API’s, Marketing automation, CRM
Success metrics (adoption, engagement and conversion)
“For marketers, mobile is the biggest opportunity of our time to give consumers the exceptional discovery, engagement and purchasing experiences they demand.” (Mobile Marketing Association, 2017)
Mobile content is both a great opportunity and a threat to many marketing professionals. How best to take advantage of a device business users check multiple times an hour, making them a real-time tool in driving brand awareness and target their prospects or channel partners to ensure their mobile marketing works effectively.
“The event hosted by strategic partnering firm Tomorrow People and Contento their mobile customer experience service took a tactical look at how to encounter the advantages of a mobile audience and how to redefine current materials for mobile usage."
Presentation notes from the Frocomm Social Media Bootcamp, June 2009, Sydney presenters were Brian Giesen and Graham White from Ogilvy 360 Digital Influence
A brief overview of what is social media and how it is changing the landscape from traditional marketing methodologies.
Presented at Navyam 2012, the annual Marketing Summit of Shri Ram College of Commerce.
Loyal customers are great for business but creating a customer-for-life requires a concentrated effort on the part of your company. Here are five companies with high levels of customer loyalty to help inspire you to increase satisfaction and retain your existing customers.
Adapted from Tricia’s Customer Service Success Blog. Learn how your company can use Live Chat effectively to improve customer support and the customer experience. Read more of Tricia's blogs at www.parature.com/blog.
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How Vision Critical Uses Parature Chat to Shorten Response Times and Decrease...Parature, from Microsoft
Use Chat to Improve Service, Increase Retention Rates & Reduce Costs
Incorporating chat into your multi-channel service offering might be the next most important move you make to differentiate your customer service and improve first contact resolution. Chat is having one of the biggest impacts these days in every sector, for both pre- and post-sales service and here are a few reasons why:
1. In today's world of IM communications, more and more customers simply expect it
2. Users with live chat support are far more likely to come back to purchase more
3. Chat can be leveraged as a way to distinguish different levels of support within your customer base
4. It provides an ideal opportunity for additional revenue by empowering CSRs and sales reps to generate sales leads, increase Web sales conversion rates and boost revenue by inviting prospects or customers to chat with them
Attend this webinar to learn how Vision Critical has leveraged Parature Chat™ to keep average customer response times consistently hovering in the minutes and why their customers regularly cite chat as a key component of their support offering.
For a long time, a company’s commitment to outstanding customer service began – and ended – in its mission statement. This is all changing in a 24/7 connected world.
Your customers are taking to social media channels, like Facebook, Twitter and blogs, every day to recommend brands, provide usage tips, share content, and praise or criticize customer service; all affecting the perception of your brand. These conversations – whether stellar or abysmal – are taking place where they can be ‘heard.’
Join us for this matter-of-fact, no-nonsense webinar to discover:
1. Why – when the world is your competition – is customer service your only sustainable competitive advantage?
2. Why you need to personalize the customer experience or get left behind.
3. Why, with social media, customer service is the new marketing.
4. How to bust the 20 myths of customer service that hold your company back.
5. How to develop a formula to determine the economic value each customer contributes.
6. How to develop a two-way customizable customer service manifesto.
7. How to develop action plans for CEOs, line managers, and customer service reps.
8. How to get your best customers to stay and the harmful ones to leave.
Webinar attendees will learn tactics that enable their organizations to make more money through attitudes, and actions that will help their customers feel satisfied in bad times or good.
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Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
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The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
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This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Digital Transformation and IT Strategy Toolkit and Templates
How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels
1. “How 2 Give GR8 #CustomerService & Have
Your Followers 'Like' You in All Social Channels”
Gary McNeil, Vice President of Marketing, Parature
Rich Gallagher, Point of Contact Group
2. Socialnomics
By 2010, Gen Y will outnumber baby boomers—96% of them have a Facebook account
Facebook added 100 million users in 9 months
The fastest growing segment on Facebook is 55-65 year-old females
Your customers
are on Facebook…
Corporate fan page growth is astronomical, with more thancount of organizations— day
More than 200 million people, with an average friend 80% of 130, log in every
includingshare 25 billion pieces of content per month
and the federal government—having one
…and they’re talking to
you
…your company is on Customer service volumes on social media are skyrocketing—a major telecom provider
Facebook… solves more than 32,000 cases each month
Companies like AT&T have standalone teams—sometimes more than 20 people—
dedicated solely to social media engagement
3. Social Media Today
Traditional marketing efforts rely upon monitoring and analyzing sentiment in an effort to
enforce positive change…
…resulting in substantial investments on social media monitoring tools
= $100K
4. They’re Still Waiting
Despite gleaning valuable insights about brand mentality through sentiment tools…
…your customers are still expecting an answer, and getting angry
5. It Takes a Village
In order to engage Facebook fans, companies rely on archaic technologies…
…leading to hiring multiple people and a complete lack of data visibility
= $150K
6. The Solution
Support for Every
Facebook Fan Page.
Monitor, listen, and engage with
your customers on your Facebook
Fan Page.
Your Customers can get Support
right on your Facebook Fan Page.
Your Customers can share their
positive support experiences
through their friend’s streams.
Confidential - Parature
7. Parature for
Parature for
Allow
Monitor, & Offer Direct
Customers to
Engage Support for
Share Positive
in Facebook Customers in
Support
Automatically Facebook
Experiences
Provide real time support The Support Tab for every Customers can promote
where it is requested. Facebook Page. their support experiences to
other Facebook Users.
Be Where Your Customers Are
8. Monitor, Automate, Engage
Engage your
customers,
ensuring complete
accountability and
driving to stronger
customer loyalty
levels
Automate wall post monitoring Automatically designate where
by tracking critical keywords each wall posts goes, and assign
and defining the proper course the proper staff and rules for
of action for each solving them
9. Keep Wall Posts and Tweets Under One Roof
Monitor wall posts and Track tweets and
maintain a history of respond in real time to
customer cases and brand-sensitive
your response to each messages
Leverage Parature database
and business intelligence
tools to provide centralized
view and analysis of social
media efforts
10. Deliver Multi-Channel Support
As your customers come to your fan Search through FAQ’s
As your customers come to your fan
page, Parature allows them to… Facebook
page, Parature allows you to offer… for answers, rebate
Wall forms, or “How To?”
videos
Chat FAQ
Engage in live chat
conversations with sales Submit formal cases and
Click on a customer
and support team supportcategorize them for
tab
delivery to the right team
membersWorld Class,
Multi-Channel
Support via
Social Media
Peer-to-Peer Submit a
Interaction Case
Rich Media
Tutorials
11. Support – The New Viral Marketer
Facebook has…
•More than 500 million active users
•A 50%+ daily log-in rate per user
•An average of 130 friends per user
•500 billion minutes of interaction with With so many people
consumers per month active on Facebook, let
•More than 25 billion pieces of content great customer service
shared per month… experiences get
consumers where you
want them: your fan
page
12. Parature for
Growing to 1000 Drive Parature
Customers in 2010 Customers to
Install Parature’s
Facebook App for
their Facebook
Fan Pages.
Facebook Fan Pages of Parature Customers
13. Rich Gallagher
Point of Contact Group
Twitter: @gallagherPOC
Sponsored by:
and
14. Your CEO walks into your office.
Not happy.
And says to you … “We’ve got all
these twits …er, tweets … er,
whatever. And they are all
complaining about customer issues!
And then says, “So, what are you
doing about it??”
15. So you respond, “I know what to
do! Here’s my plan…”
“Let’s pull someone from marketing,
someone from support, and someone
from product development …”
“We’ll monitor Facebook, and
Twitter, and blogs, and hey,
maybe even MySpace … and bring
our support into the 21st century!”
“MySpace???” grouses your boss…
but still, he agrees to your strategy
16. So here’s what happens: Facebook posts and
Twitter tweets get e-mailed to someone – who
puts it on a spreadsheet – and then in a queue –
and then it gets answered five days later.
And your social media customers are not amused...
17. This scenario is exactly what most Fortune 500
companies – and probably you! – are facing
with social media and support
◦ Old channels are reactive and not integrated
◦ Today’s consumer isn’t calling a call center – they are
Tweeting on their smartphones
◦ Learning the hard way that social media is now
omnipresent and fundamentally different than other
support channels
Today, we will discuss how we need to engage
and communicate with customers using social
media
18. Forbes Magazine describes a transition from
CON-sumer to PRO-sumer: someone whose
voice affects the success or failure of brands
Today’s digital customers consult the
metaverse for their purchasing decisions, and
add their experiences to it
We live in a digital town square open 24/7,
instead of cocoons of individuals
Companies people “like” can quickly grow to
become brand communities
Source: http://blogs.forbes.com/work-in-progress/2010/07/03/the-shift-from-consumers-to-prosumers/
19. If you ignore the I’m telling @theworld that
medium - or the @yourcompany is a big fat #fail
at #custserv
speed at which it
runs – the results
can be bad…
… or worse.
20. Did you consult the online opinions of other
people before your last major purchase?
-Yes
-No
-Not sure
21. Have you ever expressed your opinion of a
product or service online?
-Yes
-No
-Not sure
22. Parature for Facebook is one example of how
integrating support with social media changes
the conversation with your customers
◦ Immediate
◦ Interactive
◦ Integrated with where they live online
When you can move at the speed of your
customers – in the media they now use – you
move past selling products and services and
start building a community
23.
24. Twitter: Tens of millions of
lines of searchable – and A tool
viral - chatter
Facebook: A community of
linked “friends” and “fans” A destination
sharing rich information
Virtual communities: from
common interests to rating Too often, the
websites
service channels
The blogosphere: Virtual
of last resort
real estate open to all
25. Simple and viral
Used by activists, governments, TV
shows, celebrities, eyewitnesses -
everyone
65 million tweets per day – up to 3K
per second as of 2010
Easy to search by keyword, user
(@userid) or “hash tags” (#custserv)
But the Twitterverse is a challenging
support channel because of the
logistics of responding
26.
27. Comcast national customer
service director Frank Eliason
responds publicly to consumer
issues via @comcastcares
Southwest Airlines
(@southwestair) tweets about
deals and system/weather
issues, responds to Customers
– over a million “followers”
BestBuy allows any employee
to respond on company time to
customers at @twelpforce
Zappos CEO Tony Hsieh shares
corporate values and personal
experiences to 1.7M followers
at @zappos
28. The average Facebook user has
over 100 friends and logs in every
day to connect with them
It’s a destination, not just a
resource – in Europe, people
average 20+ hours a week on it
“In the old days we didn’t have
Facebook. We had phone book –
but we didn’t spend all day on it!”
– Betty White, Saturday Night Live
29.
30. There are online communities for everyone
ranging from mothers to football fans
◦ Many companies build online “brand communities”
Product and company rating websites
communities are destination sites for
purchasers
◦ Bizrate.com (one of top 100 web sites),
Epinions.com, TripAdvisor.com, etc.
Consumer advocacy web sites give frustrated
consumers a voice
◦ Consumerist.com draws up to 1M visitors/day
31. A blog can be a tree in
the middle of a deep
forest – or go viral as
people search, Digg, etc.
Outrage spreads quicker
than delight
A platform available to
everyone (online)
32. Facebook: Private posts stay
among friends, fan page posts
searchable in Google
Twitter: Tweets are searchable
in Google
Blogs: Searchable everywhere
Consumer/rating sites:
Searchable and explicitly
looked for by buyers
What shows up when they
search your name or product?
33. Dedicate resources to tracking your
“footprint” in social media
Have a formal response strategy
Integrate social media tools with your CRM
environment
◦ Log and track issues and responses
Use social media proactively and not just
reactively
◦ Facebook fan pages, Twitter, integrated support
channels
34. Thou shalt not blatantly
promote thyself
Thou shalt engage your
community
Thou shalt respond in
real time
Covet not thy neighbor’s
followers
Thou shalt remember
everyone is listening
35. Thou shalt offer things of value
Thou shalt keep things fresh
Do not use your brand’s name in vain
Thou shalt give your customers a spotlight
Thou shalt integrate social networking with
your CRM systems
36. Step 1: It’s a dialogue, stupid
Step 2: Listen more than you talk
Step 3: Make it right, but more so
Step 4: Get them talking
37. Lose the officious prose
Social networks expect authentic,
informal communications from
real people – use the “Mom test”
If you use words like “policy,”
“review,” “communications,” or
“inquiry,” your social networking
license is revoked!
38. Acknowledge, acknowledge,
acknowledge
Use the three “octane levels”
◦ Observation: “This was a big
inconvenience for you”
◦ Validation: “No one wants a
defective product”
◦ Identification: “We wouldn’t be
satisfied with that ourselves”
Take the customer’s primary
agenda and frame it – literally
and figuratively
39. In social networks, everyone
is watching – so your
response brands you
Show genuine remorse
Err on the side of
overcompensation
Do not, do not, do not ever
call out your customer: the
saga of SWA and Kevin Smith
40. Social networks make it easy
to “like,” “share,” or “re-
tweet” information to others
Think in terms of “who
would forward this”
◦ A “wow” response
◦ Something of value
◦ Being interesting or unique
What kind of service
experience gets spread
around in any medium –
social networking or not?
41. You have to develop an engagement strategy
for social media
◦ Much more than monitoring and metrics –
consumers want a meaningful dialogue
It’s not about adding headcount – it’s about
changing your service paradigm
Marketing typically “owns” social media at
most companies – service needs to play too
We communicate differently in a social media
world
42. Twitter: @gallagherPOC
Facebook: http://www.facebook.com/rich.gallagher
My blog: http://point-of-contact.blogspot.com/
My website: www.pointofcontactgroup.com
E-mail: gallagher@pointofcontactgroup.com
Thank you for attending!
43. For two free chapters
from Rich’s latest book
How to Tell Anyone
Anything, visit
www.HowToTellAnyone
Anything.com
44. Questions?
Follow Parature on
http://blog.parature.com
http://facebook.parature.com
http://twitter.com/parature
http://www.parature.com/rss
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