How has social media changed Customer Experience Management? Luca Paderni, VP & Research Director - CMO Practive of Forrester Research discussed the topic at the event Social Caring (R)evolution, held in Milan in November '13
Building A Stronger Social Customer Support Offering
Imagine being seated at a restaurant. The host takes you down a very long corridor leading to a small dark room -- an off-shoot of the actual restaurant. This is what it feels like to be a customer who wants to engage with a company on social, but isn't given the same attention as one might get through the call center, email or chat. From a social business perspective customers who choose to interact should have the same experience as the other diners. They shouldn't notice that they are "different."
Becoming a social business demands a shift in perception about what it means to create and keep a customer. The business sees itself as part of a larger ecosystem. Social business takes the collaboration of many groups. It takes hundreds of conversations and a lot of patience. It also takes recognizing the day to day wins and not trying to do everything at once.
In this collaboration lab Blake Landau will set you up for success on your social customer journey.
In this workshop we’ll learn how to:
Build a case for incorporating customer service into the corporate social strategy
Empower customer service to take a collaborative and cross-departmental approach to social media
Leverage social customer service case studies to glean best practices
Learn how to identify and solve the gaps in your social support approach
Discussion Points Included In This Workshop
Exercise 1:
Build a case for incorporating customer service into the corporate social strategy
Questions for the group:
Have you been involved in building a case for social customer support?
If yes, what were the things that made you successful?
If no, what would you need to “build the case”?
Exercise 2:
Empower customer service to take a collaborative and cross-departmental approach to social media
Questions for the group:
Do your agents share information (across chat/email/phone support/in store/support forums/social)?
What is the workflow when your social customer support agents need to escalate a customer issue that came in on social media?
Exercise 3:
Leverage social customer service case studies to glean best practices
Questions for the group:
Have you personally ever used social media to contact a company? What was your experience?
Where do you get your news including business case studies and industry content?
Exercise 4:
Learn how to identify and solve the gaps in your social support approach
Questions for the group:
Assuming you’ve done some research around how customers contact your brand....what was the biggest surprise?
What do you need for your company to be successful in serving customers in their preferred channel that you don’t currently have?
The power of the web to engage with consumers - Ray Algar December 2008Ray Algar
This presentation discusses the rise of online consumer collaboration. The presentation was for senior members of the UK Fitness Network at their December 2008 meeting
Presentation: Getting True Value from Social Media
Presentation by: Doug Kaminski, Vice President - Western Region & Canada, Actiance, Inc.
You’ll find out
- How 8% of American’s SHARE financial services content on social
- FIVE easy actions your team can take today on social to deliver success
- What firms have seen success and HOW they did it
www.bdionline.com
Building A Stronger Social Customer Support Offering
Imagine being seated at a restaurant. The host takes you down a very long corridor leading to a small dark room -- an off-shoot of the actual restaurant. This is what it feels like to be a customer who wants to engage with a company on social, but isn't given the same attention as one might get through the call center, email or chat. From a social business perspective customers who choose to interact should have the same experience as the other diners. They shouldn't notice that they are "different."
Becoming a social business demands a shift in perception about what it means to create and keep a customer. The business sees itself as part of a larger ecosystem. Social business takes the collaboration of many groups. It takes hundreds of conversations and a lot of patience. It also takes recognizing the day to day wins and not trying to do everything at once.
In this collaboration lab Blake Landau will set you up for success on your social customer journey.
In this workshop we’ll learn how to:
Build a case for incorporating customer service into the corporate social strategy
Empower customer service to take a collaborative and cross-departmental approach to social media
Leverage social customer service case studies to glean best practices
Learn how to identify and solve the gaps in your social support approach
Discussion Points Included In This Workshop
Exercise 1:
Build a case for incorporating customer service into the corporate social strategy
Questions for the group:
Have you been involved in building a case for social customer support?
If yes, what were the things that made you successful?
If no, what would you need to “build the case”?
Exercise 2:
Empower customer service to take a collaborative and cross-departmental approach to social media
Questions for the group:
Do your agents share information (across chat/email/phone support/in store/support forums/social)?
What is the workflow when your social customer support agents need to escalate a customer issue that came in on social media?
Exercise 3:
Leverage social customer service case studies to glean best practices
Questions for the group:
Have you personally ever used social media to contact a company? What was your experience?
Where do you get your news including business case studies and industry content?
Exercise 4:
Learn how to identify and solve the gaps in your social support approach
Questions for the group:
Assuming you’ve done some research around how customers contact your brand....what was the biggest surprise?
What do you need for your company to be successful in serving customers in their preferred channel that you don’t currently have?
The power of the web to engage with consumers - Ray Algar December 2008Ray Algar
This presentation discusses the rise of online consumer collaboration. The presentation was for senior members of the UK Fitness Network at their December 2008 meeting
Presentation: Getting True Value from Social Media
Presentation by: Doug Kaminski, Vice President - Western Region & Canada, Actiance, Inc.
You’ll find out
- How 8% of American’s SHARE financial services content on social
- FIVE easy actions your team can take today on social to deliver success
- What firms have seen success and HOW they did it
www.bdionline.com
[Webinar] Google Consumer Surveys 2.0: Deeper Data through Innovation, Not Lo...InsightInnovation
Google Consumer Surveys has proven that a short survey can be quite powerful, but it is nonetheless true that some projects require deeper data. Driven first and foremost by technology, GCS is answering the call with innovation vs. survey length -- developing unique solutions to bring deeper, more meaningful data to our customers.
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Ray presents the results from the 2021 Quality of Research Reports Study and contrast them with the findings from the 2019 Study.
Access this presentation recording, along with other presentations from this event via NewMR.org/play-again
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You will discover:
-How to tackle common challenges such channel silos, limited data, and campaign mindset
-Behavioral, contextual, and conversational tools every marketer needs in their "customer obsessed" toolkit
-What a "customer life cycle marketing system" looks like
Foster a strong customer community that can serve as an effective extension of your sales team. Happy customers are your brand's best friend, but how do you connect those positive reviews to your prospective customers?
This webcast highlights use-cases showcasing companies that have been successful at promoting a brand that customers love, respect and evangelize organically. You'll learn how to cultivate brand advocates as an extension of your sales team with public communities.
This webcast was presented by Forrester's Laura Ramos and Jive's Elizabeth Brigham.
Jive is the world's #1 social business platform. We help employees, customers and partners connect, collaborate and communicate to achieve breakthrough results in sales, marketing, customer service and workforce productivity.
Learn more at http://bit.ly/1aTo6Vq
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[Webinar] Google Consumer Surveys 2.0: Deeper Data through Innovation, Not Lo...InsightInnovation
Google Consumer Surveys has proven that a short survey can be quite powerful, but it is nonetheless true that some projects require deeper data. Driven first and foremost by technology, GCS is answering the call with innovation vs. survey length -- developing unique solutions to bring deeper, more meaningful data to our customers.
How to craft a successful nonprofit advertising strategyCallHub
Most nonprofits spend 10% of their funds on marketing and still don’t see great results. Here’s how you can leverage nonprofit advertising to turn that around.
Results from the NewMR Quality of Reports 2021 StudyRay Poynter
Presented by Ray Poynter, as part of the NewMR 'Presenting and Reporting' webinar.
Ray presents the results from the 2021 Quality of Research Reports Study and contrast them with the findings from the 2019 Study.
Access this presentation recording, along with other presentations from this event via NewMR.org/play-again
Key findings from a 2013 survey of Singapore-based marketers to gauge the role of social media in organisations’ marketing strategy. 301 marketers responsible for either Singapore-only or Asia-regional participated.
A Different Perspective on Business with Social DataTzar Umang
Do business the intelligent way with Social Data and Analytics, harness the power Social Media and Sentiments and use it to improve your brand and or your current campaign,
The Age of the Customer: Automating and Optimizing Audience EngagementMarketo
Consumers today have higher expectations than ever before. Thanks to the bombardment of marketing messages being thrown at them, they demand messages that are timely and relevant. To succeed in this new era, marketers must evolve their communications and campaigns to reflect the nature of today’s distracted audience. They must become customer obsessed.
In this must-see webinar with Jon Miller, VP of Marketing and Co-founder of Marketo, and featured guest speaker Cory Munchbach, Analyst at Forrester Research, Inc, you will get a taste of the strategies and solutions available to you for automating, optimizing, and powering this engagement.
You will discover:
-How to tackle common challenges such channel silos, limited data, and campaign mindset
-Behavioral, contextual, and conversational tools every marketer needs in their "customer obsessed" toolkit
-What a "customer life cycle marketing system" looks like
Foster a strong customer community that can serve as an effective extension of your sales team. Happy customers are your brand's best friend, but how do you connect those positive reviews to your prospective customers?
This webcast highlights use-cases showcasing companies that have been successful at promoting a brand that customers love, respect and evangelize organically. You'll learn how to cultivate brand advocates as an extension of your sales team with public communities.
This webcast was presented by Forrester's Laura Ramos and Jive's Elizabeth Brigham.
Jive is the world's #1 social business platform. We help employees, customers and partners connect, collaborate and communicate to achieve breakthrough results in sales, marketing, customer service and workforce productivity.
Learn more at http://bit.ly/1aTo6Vq
Next Generation Marketing Insights: Project LearningScott Walker
Part II: Next Generation Marketing Insights project examples of using Social Media data to create superior actionable Marketing & Consumer insights. Part I reviews our methodology approach.
Retail TouchPoints and Empathica webinar presentation| Retail
To view full webinar, visit http://cem.empathica.com/RTPEmp3rdPartyWebinar
The presentation explores the challenges retail operators are facing today and discuss how looking at the customer experience through a social lens may be the key to seeing the complete picture of customer feedback.
In the session you’ll learn:
How customer interaction with brands is changing – and why you need to combine solicited and unsolicited feedback
How taking a wide view of customer feedback can uncover systemic issues and trends in your business
How surveys and social media feedback can be used together to drive great customer experiences
To learn more about Customer Experience Management:
Product and services page http://www.empathica.com/products-services/
Resource center http://www.empathica.com/resources/
Blog http://www.empathica.com/blog/
Consumer insights reports http://www.empathica.com/consumer-insights/
Industry-specific expertise http://www.empathica.com/industries/
Connect with us:
Twitter http://twitter.com/EmpathicaCEM
Facebook http://www.facebook.com/EmpathicaCEM
LinkedIn http://www.linkedin.com/company/empathica
How to thrive in the age of the customer!
Age of the customer — a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers
Every day, enterprises across the globe are engaged in two key activities: delivering effectual effects and building decisions that create impact. If you are in the big business of building enterprises that will be more valuable in future than present your decisions need to be driven by smarter data.
Companies today are witnessing a huge explosion in data availability - 90% of the world’s data was formed in the most recent years. Structured, semi- structured and unstructured data across internal business systems and external sources like social
media, market data and syndicated study are now creating an incredible opportunity to construct insights, therefore leading to intelligent decisions. However, as this data is generally available to an enterprise’s competitive set, only those who have a vision for
leveraging this intellect and are adept will eventually out-compete others.
Using social media to engage financial services customersBazaarvoice
Watch the webinar: http://bv-url.com/zc6z
Over 75% of financial customers utilize social media and 26% indicate that they talk about their FSI on social networks. Yet 1/3 of consumers still indicate that they lack confidence in financial providers, signifying that credit unions need to take additional steps to fully regain the public trust.
Engaging customers in a social conversation, allowing them to talk with one another, can be the most powerful tool in your advertising arsenal.
Click through to watch the webinar and get the answers to:
- What are the keys to rebuilding trust between banks and consumers?
- Is it possible to leverage social media to build my brand?
- How can I get fast, authentic feedback on the products and services we offer?
This ppt. is about advising clients on social media marketing, the advantages, what to do (and not to do!), as well as some simple strategies for efficient presence.
Learn about social customer care told by Kate Leggett Principal Analyst at Forrester Research, Inc and Katy Keim Chief Marketing Officer at Lithium Tech
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Social Caring (R)evolution: How social can boost customer service
1. How Social Can Boost
Customer Service
In the Age of The Customer
Best Practices and Latest Trends
Luca S. Paderni, VP and Research Director
November 26, 2013
9. Companies Must Deliver A Consistent
Experience Across Channels
August 2011 “Turbocharge Customer Service Processes With Social Technologies”
10. Consumers Still Favor Private Channels
For Service Gripes
October 2012 “How Consumers Complain About Poor Service”
11. Consumers Still Favor Private Channels
For Service Gripes (Cont.)
October 2012 “How Consumers Complain About Poor Service”
12. Age Affects The Ways Consumers Choose
To Complain
October 2012 “How Consumers Complain About Poor Service”
13. Extending customer service to social
channels
1. Listening to the conversations your customers are
having.
2. Flagging and addressing social inquiries.
3. Using communities to extend your customer
service ecosystem.
14. Bank Of America’s Conversation
Monitoring Prompts Problem Resolution
15. Xbox’s Contact Us Page Includes
Twitter As A Customer Support Channel