Swiss International Air Lines uses social media to provide customer service 24/7 and expand its services. It has seen a 20% increase in customer requests on social media since launching its expanded customer service program. The program trains agents to respond to customer issues on platforms like Facebook and Twitter within 60 minutes and in multiple languages. Swiss has fulfilled customers' rising expectations of social media customer support, improved its services, collected valuable feedback, and increased its follower base as a result of its effective social media customer service strategy.
An overview presentation on using social media as a customer service channel. Presented at the ASMI two-day session on Customer Engagement Marketing (Jan. 29, 2010).
Setting Goals And Getting Internal Support For A Branded Online CommunityFeverBee Limited
FeverBee's Richard Millington explains setting goals and getting support are two halves of the same coin. Learn how to get support for your online community during this webinar.
Online reputation management (ORM) is quickly becoming an important branding tool for marketers as people are spending more and more time on the Net. Branding is still a major part of traditional advertising, but with so much business done online now, there is a need to take it to a new level. Having a presence on the Net is no longer enough. Much more is needed to build, maintain and grow your brand and reputation. What is being said about you or your company? How can you find out what is going on out there? How do you engage your audience to influence your brand positively? The presentation slides will cover the following aspects of Online Reputation Management:
1. What is Online Reputation Management
2. How to manage Your Reputation Online – Do’s and Don’ts
3. How to Track your Online Reputation using Reputation Tools
4. How to manage your online reputation using SEO
5. Design an Online Reputation Management Strategy
6. Setting up an Online Contingency Plan
7. Engage and Act
This is the slidedeck for a masterclass on the use of social media within customer service I took part in. the event was organised by the Customer Contact Association. From my point of view the key to the use of social within customer care is understanding your culture and how open you are: mindset not toolset.
An overview presentation on using social media as a customer service channel. Presented at the ASMI two-day session on Customer Engagement Marketing (Jan. 29, 2010).
Setting Goals And Getting Internal Support For A Branded Online CommunityFeverBee Limited
FeverBee's Richard Millington explains setting goals and getting support are two halves of the same coin. Learn how to get support for your online community during this webinar.
Online reputation management (ORM) is quickly becoming an important branding tool for marketers as people are spending more and more time on the Net. Branding is still a major part of traditional advertising, but with so much business done online now, there is a need to take it to a new level. Having a presence on the Net is no longer enough. Much more is needed to build, maintain and grow your brand and reputation. What is being said about you or your company? How can you find out what is going on out there? How do you engage your audience to influence your brand positively? The presentation slides will cover the following aspects of Online Reputation Management:
1. What is Online Reputation Management
2. How to manage Your Reputation Online – Do’s and Don’ts
3. How to Track your Online Reputation using Reputation Tools
4. How to manage your online reputation using SEO
5. Design an Online Reputation Management Strategy
6. Setting up an Online Contingency Plan
7. Engage and Act
This is the slidedeck for a masterclass on the use of social media within customer service I took part in. the event was organised by the Customer Contact Association. From my point of view the key to the use of social within customer care is understanding your culture and how open you are: mindset not toolset.
How LinkedIn is Adapting its Platform for Higher Education - David ThackerLinkedIn
Originally presented during EducationConnect 2014 on 10/28/14 in NYC, David Thacker, Vice President of Product for LinkedIn, demonstrates how LinkedIn is adapting targeting, personalization, lead-capture, nurturing and attribution to better serve education marketers.
CEO Branding: Why, When and How to Use the CEO in Corporate CommunicationFINN
Research shows that the impact of the CEO in internal and external communication can hardly be overestimated. For stakeholers, "his master's voice" is the most credible and reliable source to learn about a company's strategy, mission, values and culture.
And corporate communications teams are clearly taking note. As is evident from the way companies like Twitter, Square and Microsoft position their chief executives Jack Dorsey and Satya Nadella, companies are working hard to leverage the full star power of their CEOs to get their strategic messages out.
FINN presents its framework for using the CEO in corporate communication, along with practical tips to start creating a useful and compelling CEO brand that aligns with the overall corporate communication strategy.
New Content Marketing Research and Resources [Webinar]LinkedIn
LinkedIn hosted a webinar entitled "New Content Marketing Research and Resources" in which Taylor Schreiner, Director of Insights for LinkedIn Marketing Solutions, and Valter Sciarrillo, Head of Measurement, presented new research and resources for marketers looking to better measure and drive success with their content marketing efforts. Check out this presentation from the webinar.
Want more LinkedIn Marketing Solutions insights and resources? Visit our page here: http://business.linkedin.com/marketing-solutions/social-media-strategy.html?src=s-ss
CEO's see themselves as the stewards of reputation of the oganization - they want to turn it over to their successor in a better shape than they received it.
In this slideshow, we highlight research on CEOs and reputation management, pr, crisis communication, employer branding and much more.
Using Social Media For Commodity Affiliate ProgramsAffiliate Summit
Affiliate programs are a commodity biz: you compete based on SEO or page design. We'll explore other ways to approach your business, including how to use social networks to gain the upper hand.
Presentation for an Acando seminar about social intranets explaining how the traditional corporate intranet will need to be transformed into a platform that provides the opportunity for wide participation by most or all employees in order to deal with the business challenges most organizations are facing.
How to Use Social Media to Influence the WorldSean Si
Here's the deck to my talk for the 23rd ASA Congress which was at The Grand Ballroom of Marriott Hotel. It was an awesome experience and I only had two points:
1) Use social media for good and
2) You have to have authority to use social media influentially.
My company: https://seo-hacker.net
SHO-Time. A user-centric toolkit for Sharing Optimisation.Gerrie Smits
Getting people to share your content is more crucial than ever. But how do we increase the chance that our content will hit the sharing sweet spot? For my talk at Social Media Day I developed this pragmatic framework.
Forrester POST Model - Corporate Social Media StrategyCommunicatto Inc.
Developing a corporate social media strategy requires precision planning, thoughtful stakeholder analysis, alongside some measurable objectives. The POST model is the foundation for any digital media strategy.
Stuff about Twitter & Social Media for Marketing Magazine event (http://bit.ly/31Zea6) October 2009 with case studies from Five by Five & from Phones 4 U.
bluurb.wordpress.com
How to read your members’ minds - Stephanie BeadellFeverBee Limited
We often assign our community members to categories and make personas based on our own assumptions, but its much better to let them speak for themselves. Learn how to ask better survey questions to get better data and make better decisions about your community. Stephanie will provide actionable advice on how to write meaningful, unbiased survey questions and will share tips for analyzing your data.
Go beyond the basics to learn how to write survey questions that get the data you need. We'll cover question format, accounting for bias, and framing. We'll also discuss how to break down complex concepts into more digestible survey questions.
You'll also learn what to do after your survey is complete. Stephanie will break down data analysis techniques, including correlation, regression, and crosstabs. You'll leave the session ready to mine your community for fresh insights and maybe even ready to review old surveys for new data.
SMX East Everyone is Wrong about Influence. Except Your Customers.Valeria Maltoni
What is influence? For a decade, Malcom Gladwell’s "The Tipping Point" has served as a touchstone for those who believe that influence resides in the hands of a select few. Not so, says a new generation of marketers. They believe that thanks to the democratizing power of the internet, anyone can be an Influential. Both camps are wrong. True influence flows from drawing together people with shared interests. This session focuses on the process of identifying areas of relevancy among your customers and prospects, building community, and allowing others to amplify your influence as you meet their needs.
IBM’s Point of View on Social Business.
What we have observed…
Knowledge is being created and shared at unprecedented rates. But many organizations aren't activating this collective knowledge.
What we have learned…
Social Business starts when you put people at the center.
To connect. To unlock insights from social interactions. To evolve to a customer-centric organization.
20,000 engagements later
Here’s what we believe about Social Business
Start with any of these 6 entry points to help you put Social at the heart of the modern enterprise.
1. Create open and authentic engagement between customers, employees and communities.
2. Create exceptional customer experiences through personalized and rewarding interactions based on customer insights
3. Create a collaborative workplace culture to engage talent and increase productivity.
4. Tap into analytics to measure, understand and drive business decisions to innovate faster.
5. Design and implement social strategies to transform organizational processes and best practices.
6. Manage a secure social platform that enables engagement while reducing risk and protecting intellectual capital.
Evolve your social business by putting people at the center.
Amplify the value of human connections.
Social Media - 8 lessons about what it is and why it's vitalAugie Ray
A presentation given to communicate important aspects of Social Media--what it is, where's going, how it will change offline communications and relationships, and what this all means to business.
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
The time to embrace social channels is now. And incorporating social media strategy is the fast track to providing truly exceptional customer service. Service Cloud and Marketing Cloud have teamed up to show you how customer service and marketing are more closely linked than ever. Use social channels to:
Listen to customers where they are talking
Engage them in more personalized ways
Resolve cases quicker and delight customers
Transform service and create brand advocates
"So much of good customer service is context . . . A customer who has called or tweeted about the same issue three times within the last three months is a very different customer than somebody who just bought the product yesterday." —Tony Kavanagh, VP, Marketing, Salesforce Service Cloud
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.
How LinkedIn is Adapting its Platform for Higher Education - David ThackerLinkedIn
Originally presented during EducationConnect 2014 on 10/28/14 in NYC, David Thacker, Vice President of Product for LinkedIn, demonstrates how LinkedIn is adapting targeting, personalization, lead-capture, nurturing and attribution to better serve education marketers.
CEO Branding: Why, When and How to Use the CEO in Corporate CommunicationFINN
Research shows that the impact of the CEO in internal and external communication can hardly be overestimated. For stakeholers, "his master's voice" is the most credible and reliable source to learn about a company's strategy, mission, values and culture.
And corporate communications teams are clearly taking note. As is evident from the way companies like Twitter, Square and Microsoft position their chief executives Jack Dorsey and Satya Nadella, companies are working hard to leverage the full star power of their CEOs to get their strategic messages out.
FINN presents its framework for using the CEO in corporate communication, along with practical tips to start creating a useful and compelling CEO brand that aligns with the overall corporate communication strategy.
New Content Marketing Research and Resources [Webinar]LinkedIn
LinkedIn hosted a webinar entitled "New Content Marketing Research and Resources" in which Taylor Schreiner, Director of Insights for LinkedIn Marketing Solutions, and Valter Sciarrillo, Head of Measurement, presented new research and resources for marketers looking to better measure and drive success with their content marketing efforts. Check out this presentation from the webinar.
Want more LinkedIn Marketing Solutions insights and resources? Visit our page here: http://business.linkedin.com/marketing-solutions/social-media-strategy.html?src=s-ss
CEO's see themselves as the stewards of reputation of the oganization - they want to turn it over to their successor in a better shape than they received it.
In this slideshow, we highlight research on CEOs and reputation management, pr, crisis communication, employer branding and much more.
Using Social Media For Commodity Affiliate ProgramsAffiliate Summit
Affiliate programs are a commodity biz: you compete based on SEO or page design. We'll explore other ways to approach your business, including how to use social networks to gain the upper hand.
Presentation for an Acando seminar about social intranets explaining how the traditional corporate intranet will need to be transformed into a platform that provides the opportunity for wide participation by most or all employees in order to deal with the business challenges most organizations are facing.
How to Use Social Media to Influence the WorldSean Si
Here's the deck to my talk for the 23rd ASA Congress which was at The Grand Ballroom of Marriott Hotel. It was an awesome experience and I only had two points:
1) Use social media for good and
2) You have to have authority to use social media influentially.
My company: https://seo-hacker.net
SHO-Time. A user-centric toolkit for Sharing Optimisation.Gerrie Smits
Getting people to share your content is more crucial than ever. But how do we increase the chance that our content will hit the sharing sweet spot? For my talk at Social Media Day I developed this pragmatic framework.
Forrester POST Model - Corporate Social Media StrategyCommunicatto Inc.
Developing a corporate social media strategy requires precision planning, thoughtful stakeholder analysis, alongside some measurable objectives. The POST model is the foundation for any digital media strategy.
Stuff about Twitter & Social Media for Marketing Magazine event (http://bit.ly/31Zea6) October 2009 with case studies from Five by Five & from Phones 4 U.
bluurb.wordpress.com
How to read your members’ minds - Stephanie BeadellFeverBee Limited
We often assign our community members to categories and make personas based on our own assumptions, but its much better to let them speak for themselves. Learn how to ask better survey questions to get better data and make better decisions about your community. Stephanie will provide actionable advice on how to write meaningful, unbiased survey questions and will share tips for analyzing your data.
Go beyond the basics to learn how to write survey questions that get the data you need. We'll cover question format, accounting for bias, and framing. We'll also discuss how to break down complex concepts into more digestible survey questions.
You'll also learn what to do after your survey is complete. Stephanie will break down data analysis techniques, including correlation, regression, and crosstabs. You'll leave the session ready to mine your community for fresh insights and maybe even ready to review old surveys for new data.
SMX East Everyone is Wrong about Influence. Except Your Customers.Valeria Maltoni
What is influence? For a decade, Malcom Gladwell’s "The Tipping Point" has served as a touchstone for those who believe that influence resides in the hands of a select few. Not so, says a new generation of marketers. They believe that thanks to the democratizing power of the internet, anyone can be an Influential. Both camps are wrong. True influence flows from drawing together people with shared interests. This session focuses on the process of identifying areas of relevancy among your customers and prospects, building community, and allowing others to amplify your influence as you meet their needs.
IBM’s Point of View on Social Business.
What we have observed…
Knowledge is being created and shared at unprecedented rates. But many organizations aren't activating this collective knowledge.
What we have learned…
Social Business starts when you put people at the center.
To connect. To unlock insights from social interactions. To evolve to a customer-centric organization.
20,000 engagements later
Here’s what we believe about Social Business
Start with any of these 6 entry points to help you put Social at the heart of the modern enterprise.
1. Create open and authentic engagement between customers, employees and communities.
2. Create exceptional customer experiences through personalized and rewarding interactions based on customer insights
3. Create a collaborative workplace culture to engage talent and increase productivity.
4. Tap into analytics to measure, understand and drive business decisions to innovate faster.
5. Design and implement social strategies to transform organizational processes and best practices.
6. Manage a secure social platform that enables engagement while reducing risk and protecting intellectual capital.
Evolve your social business by putting people at the center.
Amplify the value of human connections.
Social Media - 8 lessons about what it is and why it's vitalAugie Ray
A presentation given to communicate important aspects of Social Media--what it is, where's going, how it will change offline communications and relationships, and what this all means to business.
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
The time to embrace social channels is now. And incorporating social media strategy is the fast track to providing truly exceptional customer service. Service Cloud and Marketing Cloud have teamed up to show you how customer service and marketing are more closely linked than ever. Use social channels to:
Listen to customers where they are talking
Engage them in more personalized ways
Resolve cases quicker and delight customers
Transform service and create brand advocates
"So much of good customer service is context . . . A customer who has called or tweeted about the same issue three times within the last three months is a very different customer than somebody who just bought the product yesterday." —Tony Kavanagh, VP, Marketing, Salesforce Service Cloud
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.
This presentation made for the Social Media Enterprise Forum 2011 will introduce you to the different aspects of customer service using social media and leave you with valuable insights. Includes the benefits of using social media, invaluable tools, case studies and tips.
How Virgin Media is using social media for customer serviceAlex Brown
A presentation about what Virgin Media is doing with social media customer service. Presentation to the Institute of Customer Service at Birmingham NEC on September 21, 2010.
A snapshot of internet, social media, and mobile use in every country in the world. This report is part of a suite of reports brought to you by We Are Social and Hootsuite - read the other reports for free at http://www.slideshare.net/wearesocialsg/presentations
Dell Social Media Presentation - Tackling Corporate Reputation with Social Me...Kerry Bridge
Cory Edwards, Director of Social Media at Dell shared a presentation to Reputation Online and New Media Ages' event today about Tackling Corporate Reputation with Social Media. #nmaSES
The SimpliFlying Live Show - daily video show on aviationSimpliFlying
Aviation is full of stories. The SimpliFlying Live Show brings out the stories from the airline industry every single weekday. We do it for our love of aviation. See how you can be a part of the show.
Airlines, hackathons, Labs and VC funds - can it work?SimpliFlying
Can airlines hack their way to success? They're setting up Labs, running hackathons and investing in startups. What's the right way for technology innovation?
United Airlines #flight3411 case study: 7 lessons in crisis communicationsSimpliFlying
United Airlines dragged off a passenger from flight 3411. Amidst a social media storm, the airline's stock price dipped over a billion dollars before the CEO issued a proper apology. He promised to do something about it by April 30. What should United Airlines do now? And what can airlines do to prevent this crisis from happening in the future?
[Featured in The Business Times, 22 August 2016.]"Risk is only dangerous when you do not know what you are doing." An interview with Shashank Nigam, CEO, SimpliFlying, on his entrepreneurial journey.
Featured in Airline Business, July 2016: A Messenger-based platform backed by technology giants could rewrite the rules of passenger communication, says SimpliFlying chief executive Shashank Nigam
Article: Airlines and The Use of Language to Build BrandsSimpliFlying
APEX Magazine, May 2015 - A article by APEX magazine on how airlines use language to build culture, attract customers and staff, and solidify their brands within a competitive industry. Also featuring Shashank Nigam, founder and CEO of SimpliFlying.
The essence of social media marketing for airlines - Airline BusinessSimpliFlying
Being present on a social network is not the same as having a social media strategy for airlines today. Marco Serusi of SimpliFlying writes for Airline Business magazine.
SimpliFlying Featured: Target Audience: Are airports missing a trick? SimpliFlying
Passenger Terminal World, March 2015 Issue: Are airports missing a trick by relying too heavily on mass promotions and discounts, as opposed to more individually tailored marketing campaigns? Among the innovative examples from airports, “Helsinki Airport clearly understands that many passengers share concerns about having to replenish their fridges after coming back from a trip,” says Marco Serusi, senior consultant with SimpliFlying, a global airport consultancy. “With the grocery service, the airport seeks to make the travel experience easy and smooth, while developing itself as a shopping location that meets the various needs of passengers.”
Airline Business, March 2015 Issue - Embracing mobile media can increase customer loyalty and, with deeper thinking, bring about a sustainable advantage, says Shashank Nigam, CEO of SimpliFlying
SimpliFlying Featured: Air Transport IT Summit HighlightsSimpliFlying
2014 Air Transport IT Summit, The Highlights - Shashank Nigam, CEO, SimpliFlying on why social media is no longer an afterthought. It’s integral to the airline business in this age of connected and empowered travellers.
Airport Marketing Exchange: Changi’s Success With Connected TravellersSimpliFlying
Airport World Magazine, Jun/ Jul 2014 - David McMullen, VP, SimpliFlying speaks with Ivan Tan, senior vice president for corporate and marketing communications, Changi Airport Group, on going beyond meeting travellers’ expectations on social media.
Pertaining to this ever-growing and evolving segment, what are various ways in which airports can create and deliver value to their passengers, while building closer, more personal relationships with them?
To analyse this, David McMullen and Shubhodeep Pal will be delving into opportunities such as ‘crowdsourcing’, ‘crowdfunding’, end-to-end mobile experiences and next-generation airport retail over a series of upcoming articles in #AirportMarketingX.
Airline Business, March 2014 - As social media becomes the channel of choice for rapid, mass communication, airlines must use it to the full to maintain control over their brands and contact their customers.
SimpliFlying Featured: Social AwarenessSimpliFlying
Airline Business Magazine, Mar 2014 - Airlines are waking up to the potential of social media, not only as a customer service tool but also as a way to significantly boost revenue.
During the coldest months, Italy transforms into a winter wonderland, providing visitors with a very unique experience. From the Settimana Bianca ski event to the lively Carnevale celebrations, Italy's winter festivities provide something for everyone. Enjoy hot cocoa, eat hearty comfort foods, and buy during winter deals. Explore the country's rich cultural past by participating in Settimana Bianca, and Carnevale, sipping hot chocolate, shopping during winter deals, and indulging in winter comfort foods. Visit our website https://timeforsicily.com/ for more information.
How To Talk To a Live Person at American Airlinesflyn goo
This page by FlynGoo can become your ultimate guide to connecting with a live person at American Airlines. Have you ever felt lost in the automated maze of customer service menus? FlynGoo is here to rescue you from endless phone trees and automated responses. With just a click or a call to a specific number, we ensure you get the human touch you deserve. No more frustration, no more waiting on hold - we simplify the process, making your travel experience smoother and more enjoyable.
LUXURY TRAVEL THE ULTIMATE TOKYO EXPERIENCE FROM SINGAPORE.pdfDiper Tour
Get off on the most luxurious Tokyo itinerary from Singapore. Experience Tokyo’s sophisticated modernism and rich tradition with first-class travel, sumptuous lodging, fine food, and special tours. Savor the finest that this energetic city has to offer for an experience that will never be forgotten.
MC INTERNATIONALS | TRAVEL COMPANY IN JHANGAshBhatt4
Experience the world with MC Internationals travel and tourism. From foreign getways to cultural concentration, we tailor unforgettable journeys for every traveler. Let us turn your dream into reality and create lasting memories. Explore with us today. #TRAVEL,COMPANY #BEST,TRAVEL,COMPANY #VISIT,VISA #EMPLOYMENT,VISA #STUDY,VISA #HAJJ,AND,UMRAH
How To Change Name On Volaris Ticket.pdfnamechange763
How to change name on Volaris ticket? This is one of the most common questions asked by travelers flying with Volaris Airlines. The mentioned details can help you with your name rectification on the airline ticket. If you are still facing difficulties call the consolidation desk at +1-800-865-1848.
Discover Palmer, Puerto Rico, through an immersive cultural tour that unveils its rich history and vibrant traditions. Experience lively festivals, savor authentic cuisine, and explore local markets. Visit historical landmarks, museums, and stunning colonial architecture. Engage with friendly locals, enjoy live music, and hike scenic nature trails, all while participating in cultural workshops and discovering unique artisan crafts.
4 DAYS MASAI MARA WILDEBEEST MIGRATION SAFARI TOUR PACKAGE KENYABush Troop Safari
Join our 4-day Masai Mara Wildebeest Migration Safari in Kenya. Witness the incredible wildebeest migration, enjoy exciting game drives, and stay in comfortable lodges. Get up close and personal with one of nature's most amazing exhibits! Book Your Safari Today at - https://bushtroop-safaris.com/
The Cherry Blossom season in Hunza begins in the second week of March and lasts until the end of April, varying with altitude. During this enchanting period, tourists from around the world flock to Hunza Valley to witness its transformation into a vibrant tapestry of white, pink, and green. The valley comes alive with cherry blossoms, creating a picturesque and mesmerizing landscape that captivates visitors.
About the Company:
The Cherry Blossom season in Hunza starts in the second week of March and extends until the end of April, depending on the altitude. During this enchanting period, tourists from around the globe travel to Hunza Valley to witness its transformation into a vibrant tapestry of white, pink, and green. The valley comes alive with cherry blossoms, creating a picturesque and mesmerizing landscape that captivates all who visit. For the best experience, join Hunza Adventure Tours, the top tour company in Pakistan, and immerse yourself in this breathtaking seasonal spectacle.
Antarctica- Icy wilderness of extremes and wondertahreemzahra82
In this presentation, we delve into the captivating realm of Antarctica, Earth's southernmost continent. This icy wilderness stands as a testament to extremes, with record-breaking cold temperatures and vast expanses of pristine ice. Antarctica's landscape is dominated by towering glaciers, colossal icebergs, and expansive ice shelves. Yet, amidst this frozen expanse, a rich tapestry of unique wildlife thrives, including penguins, seals, and seabirds, all finely attuned to survive in this harsh environment. Beyond its natural wonders, Antarctica also serves as a vital hub for scientific exploration, providing invaluable insights into climate change and the Earth's history
The Power of a Glamping Go-To-Market Accelerator Plan.pptxRezStream
Unlock the secrets to success with our comprehensive 8-Step Glamping Accelerator Go-To-Market Plan! Watch our FREE webinar, where you'll receive expert guidance and invaluable insights on every aspect of launching and growing your glamping business.
Its running cost is among the diverse vital aspects you must consider before buying an electric scooter. Calculate the cost of getting e-scooter charge for your regular usage to calculate its economic efficiency, similar to people who investigate the mileage of petrol or diesel-driven scooters.
BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. Get information in this PDF and simplyfy your visa process.
London Country Tours, the foremost travel partner offers customized Stonehenge tours from London coming with private tour guides and direct access to the inner circles. Visit: https://www.londoncountrytours.co.uk/tour/tours-to-stonehenge-oxford/
Exploring Montreal's Artistic Heritage Top Art Galleries and Museums to VisitSpade & Palacio Tours
Montreal boasts a vibrant artistic heritage, showcased in its top art galleries and museums. From the expansive collections at the Montreal Museum of Fine Arts to the cutting-edge exhibits at the Musée d'art contemporain, discover the city's rich cultural landscape. Experience dynamic street art, indigenous works, and contemporary pieces, reflecting Montreal's diverse and innovative art scene.
Discover the wonders of the Wenatchee River with a variety of river tours in Monitor, WA. Whether you're seeking thrilling whitewater rafting, peaceful kayaking, family-friendly float trips, or scenic sunset cruises, there's something for everyone. Enjoy fishing, wildlife spotting, bird watching, and more in this beautiful natural setting, perfect for outdoor enthusiasts and families alike.
Paddle, Float, and Explore The Ultimate River Tour Experience in Monitor, WA
SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalist Presentations)
1. BestBest Airlines Driving Revenue
Airlines Driving Customer Service
from Social Media
Finalist Presentations
2. Best Airlines Driving Customer Service from Social Media
Finalist
Swiss International Air Lines
Switzerland
http://simpliflying.com
3. SWISS Customer Service 2.0
Simpliflying Award / 03 October 2012
Christian Lüdi, Social Media Manager
03.10.2012
4. Volcano Ash Crisis as Kick-off
- No experience at this point
- 2 persons working on shift basis
- Marketing/Communication background
- 1,200 answers on Facebook
- 120 answers on Twitter
- Highly positive feedback from the community
-> Start of expectation of Customer Service on
Social Media by our community/customers
-> first proof of usefulness of Social Media tools
for Customer Service within SWISS
2 | SWISS Customer Service 2.0
5. Where did we come from?
- Since May 2009: customer feedback through Social Media is handled
by LX Social Media Team (Christian / Backup: Parand)
- Social Media strategy and daily operational work is handled by one team
- Overall positive feedback, high level of media and customer awareness
- With current rise of Social Media, number of requests is growing steadily
- Current service only available in English and German, no FR/ES/IT
- No service beyond working hours – users in different time zones (USA/Asia)
and questions communicated during the night are not answered until the
next morning
- Service is limited by internal resources
3 | SWISS Customer Service 2.0
7. Analysis of the situation
More than 90% of all requests on Social Media are service or product-related
Community is expecting more Customer Service
Community and thus requests will increase steadily in the future
Project implementation could be done internally with own employees
No additional staff needed
High interest on the part of Management and colleagues from Customer Service
5 | SWISS Customer Service 2.0
8. What was our original goal?
Strengthen our image as a customer-focused airline (customer proximity) by integrating Social Media in our existing service
framework and providing an integrated customer support (phone, mail, social media, …)
Why do we want this?
Customers
• expect to find companies on Social Media platforms and get in contact with them
• want accurate information from one source
• expect quick answers, especially in irregularity cases
SWISS
• can use platforms, which customers use in their daily life
• can improve and expand services offered
• can stand out from its competitors, be ahead and state-of-the-art
• can collect first-hand experiences in Customer Service 2.0
• increase the number of fans/followers
• can focus on strategic and marketing activities
• offers support for markets as their local accounts can be serviced
6 | SWISS Customer Service 2.0
9. How did we get there?
Separate strategic and operational work
SWISS Social Media Team ZRH SWISS Service Center
- Develop and promote LX Social Media Strategy - Daily operations: answering customer requests on
overall Facebook and Twitter
- Monitor the online services and provide guidance, - Feedback to departments and sharing of learnings
tools and trainings with other teams
- Extension of online customer service on Social
Media channels (integration of forms, contact
information, …)
7 | SWISS Customer Service 2.0
10. Staggered Introduction
Starting in January/February 2012 Starting in June/July 2012
2nd Step
1st step
Responsibility for customer-related requests: Responsibility for customer-related requests:
Service Center Basel Service Center Basel (Lead) / Provider for 24h support
Opening hours: Opening hours:
From 7:30 to 21:30 (BSL office hours), 7 days/week 24 hours, 7 days/week
Response times: Response times:
Answer all requests within 2 hours during office hours Answer all requests within XX hours during office
hours
Language:
English, German, French, Spanish and Italian Language:
English, German, French, Spanish and Italian during
day
English and German only at night
Task assignment: done by Online Marketing (learning
period)
Task assignment: Service Center BSL & Provider
8 | SWISS Customer Service 2.0
11. The project
- Training the agents
- Bring everyone to the same level
- Deep insights into our Social Media activities
- Theoretical training of answering
- Frist steps on CoTweet
- Training in live environment
- Documents created for the agents:
- Guidelines (language + wording, response time, data privacy, trolls, etc.)
- Contact persons internally
- Shortlinks
- CoTweet guide
- Collaboration tool CoTweet
- Interaction history
- Reporting
- Tagging
- Task assigning
- Different work groups
- Supporting local Twitter accounts
9 | SWISS Customer Service 2.0
12. First figures since launch
20% increase in inbound messages in July and August!
35% of requests/comments answered (due to inclusion of photos, spam, love
letters which don’t need an answer)
Increase of new Fans/Followers
Huge increase in ‘Talk about this’ on Facebook
Blogosphere starts to talk about it now
Very interesting fact: In July we had more outbound messages on Twitter than on
Facebook for the first time (33,000 Followers vs. 125,000 Fans!)
10 | SWISS Customer Service 2.0
13. Now we also know a lot more
20% say thank-you for loyalty & flying with us
9% complaints
9% questions about our services
9% we wish a pleasant flight
7% network
6% irregulations
5% inflight (product, entertainment, food, etc.)
4% swiss.com problems
3% check-in
3% luggage
Further topics: rebooking, refund, PR, sales, upgrades, Miles & More, lounges,
Star Alliance, HR, fleet, games, new booking, apps, airport information, blog,
animal transport
11 | SWISS Customer Service 2.0
14. Summary
Fulfill customers expecations
Increase of new Fans/Followers
Improve and expand services offered
Collect first-hand experiences in Customer Service 2.0
Stand out from its competitors, be ahead and state-of-the-art
Know more about our Fans/Followers
12 | SWISS Customer Service 2.0
18. Best Airlines Driving Customer Service from Social Media
Finalist
Volaris
Mexico
http://simpliflying.com
19. Best Use of Social Media to
Drive Customer Service
Presentation Pitch
August, 2012
DAL Best Use of Social Media to Drive Customer Service v1
20. An introduction to Volaris…
2
DAL Best Use of Social Media to Drive Customer Service v1
21. Volaris distinguishes itself by communicating with
its customers directly through innovative channels
Innovating and disruptive
marketing
• “Put Your Name on a Plane” (Volaris
anniversary promotion for the past 2
years)
- We declared our anniversary as the “The
Traveler’s Day”
• Concerts during flights
- Zero Flight, first concert that took place
during a flight in Mexico
- Los Tigres del Norte concert
• “Fashion Show in the air”, the first
catwalk that took place during a flight
to show our new uniforms
DAL Best Use of Social Media to Drive Customer Service v1
22. Social networks are communities in which people
share their opinions and experiences
… these opinions represent
In social networks everyone have
opportunities of direct and viral
something to say…
marketing for enterprises
• Community of potential customers
who share common interests
• Interaction without interruption
• Customers know what they want and
express their opinions
• The customer has the power to
express his opinion about a product
and make it change accordingly
(customer empowerment)
To build brand loyalty, it is important that
companies get involved with their customers
4
DAL Best Use of Social Media to Drive Customer Service v1
23. We answer questions quickly providing useful
information to our Customers on a friendly tone
DAL Best Use of Social Media to Drive Customer Service v1
24. Twitter as a Customer Service platform: we turned
a negative topic into a positive one
DAL Best Use of Social Media to Drive Customer Service v1
25. Quick reaction is the key: how to take advantage
and capitalize a Mexican Trending Topic
• Volaris took advantage of one
of the most polemic Trending
Topics of the year in order to
boost our clients loyalty with a
promotion #ViveViajando
• As a result, several printed and
online media mentioned the
succesful use of the Hashtags
#SoyProle and #ViveViajando
DAL Best Use of Social Media to Drive Customer Service v1
26. We thank our followers with contests to win a free
round trip
DAL Best Use of Social Media to Drive Customer Service v1
27. We love to receive our Customers’ travel
experiences and share them on Social Networks
•Volaris Sky Contest: in only one day and a half, we received over
800 pictures!
DAL Best Use of Social Media to Drive Customer Service v1
28. Twitter followers grow constantly:
graph shows how Volaris increased its base on July
DAL Best Use of Social Media to Drive Customer Service v1
29. Our Facebook fans base is also increasing day by
day
DAL Best Use of Social Media to Drive Customer Service v1
30. In June, Volaris was distinguished as the Most
Devoted Airline on Facebook by Socialbakers
DAL Best Use of Social Media to Drive Customer Service v1
31. José Calderoni, Volaris CMO was recognized as
June’s Hero of the Month by Simpliflying
DAL Best Use of Social Media to Drive Customer Service v1
32. Thank you for your attention
14
DAL DAL Volaris Social Media to Drive Customer Service v1
Best Use of Master Slides (version Feb 2011) - ESP
DAL
33. Best Airlines Driving Customer Service from Social Media
Finalist
Kulula
South Africa
http://simpliflying.com
39. Our Focus:
Be closer to our passengers;
Create a stronger emotional connection with them;
Answer in a quicker and more efficient manner to customer’s questions and concerns.
51. Best Airlines Driving Customer Service from Social Media
Finalist
Royal Jordanian Airlines
Jorden
http://simpliflying.com
52. Best Use of Social Media to Drive Customer Service- ROYAL JORDANIAN!
August 14, 2012 !
PRESENTED BY The Online Project!
53. INTRODUCTION!
About Royal Jordanian!
!
!
Royal Jordanian Airlines was established in 1963 upon the royal decree of His Majesty King
Hussein bin Talal. At the time, the airline launched with three planes that flew to four
destinations. Today, Royal Jordanian boasts 30 aircraft and connects Jordan to sixty
destinations. In 2007, Royal Jordanian was inducted as a full member of the One World, one
of the leading airline alliances in the world.!
!
Launch into Social Media!
!
!
Royal Jordanian partnered with The Online Project to establish, maintain, and grow their
social media presence; the Facebook and Twitter channels were launched on March 3, 2011.
While there were many reasons to establish the pages, one of the main objectives was to
provide fast, open, and easier customer service to Royal Jordanian’s fans and followers.!
ROYAL JORDANIAN-CUSTOMER SERVICE!
54. KING HUSSEIN!
"I want our national carrier to be our
ambassador of good will around the
world and to bridge across which we
exchange culture, civilization, trade,
technology, friendship and better
understand with the rest of the
world." -His Majesty King Hussein
"
ROYAL JORDANIAN-CUSTOMER SERVICE!
55. MECHANIC !
24/7 Monitoring:!
!
For all queries that are submitted after traditional
working hours, the monitoring and analysis team
touches based with the fan then notifies the community
manager immediately via e-mail. The community
manager then attends to the fan’s request. The
monitoring team replies to the question if the answer is
readily available.!
!
ROYAL JORDANIAN-CUSTOMER SERVICE!
56. SOCIAL MEDIA CUSTOMER SERVICE!
System!
!
!
In order to maximize efficiency, the
community manager is the hub for all
communication between the fans/
followers and Royal Jordanian’s
departments. Depending on the query,
the community manager relays
information to the concerned parties.!
!
ROYAL JORDANIAN-CUSTOMER SERVICE!
57. AGENDA!
60 minute response:!
!
To ensure timely responses, the
benchmark of a 60 minute response
time was set for all inquiries on the
Facebook and Twitter pages. Since
the launch, the average response
time has been 12 minutes.!
!
ROYAL JORDANIAN-CUSTOMER SERVICE!
59. AGENDA!
Query solved via private message because of sensitive information:!
!
ROYAL JORDANIAN-CUSTOMER SERVICE!
60. AGENDA!
Brand Advocates:!
!
As a result of the community manager
ability to fosters relationships with the
fans and followers; they are quick to
defend the airline against subjective
remarks. The fans also constantly show
their support by thanking the social
media team.!
!
ROYAL JORDANIAN-CUSTOMER SERVICE!
61. AGENDA!
Going the extra mile:!
!
ROYAL JORDANIAN-CUSTOMER SERVICE!
62. CUSTOMER SERVICE!
Results:!
!
! Royal Jordanian now has over 130,000
fans on Facebook and 18,000 followers on
Twitter, that engage with the brand on daily
basis.!
!
! Solved over 1,120 issues over Facebook
and Twitter with the Customer Service
Department and Call Center.!
! Provided a new and convenient way for
customers to contact Royal Jordanian.!
! Positive sentiment on Facebook and
Twitter pages (negative sentiment <5%)!
!
! Loyal and supportive brand advocates.!
!
ROYAL JORDANIAN-CUSTOMER SERVICE!