Social Customer Care

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Give your audience a better experience online. If your customer service strategy is solely to provide an email address and phone number to call during office hours, you're probably not doing enough. You can do better. Most colleges only see marketing opportunities when establishing a presence in social media. Little do they know that customer service IS a huge marketing opportunity and encourages positive word-of-mouth reviews from their communities. In this session, learn how to provide a 24/7 online service center for your audience by utilizing social media monitoring, live chat functionality, and other online tools that allow users to assist each other. Build a culture around customer service and you'll see an immediate boost in audience satisfaction.

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What is an Enterprise Social Network? Technology has come a long way in terms of helping people find the information they need in the consumer world. Social networks like facebook and twitter connect you with your social circles and whether you realize it or not feed you with a lot of knowledge – today’s news, new restaurants, the best house cleaning service – in some ways, consumer social networks are an always-on, real time feed of life best practices and they work pretty good for this purpose. But what about inside the walls of your business? How do you share best practices between and among teams? How do you share your knowledge with co-workers? Where do you go to get the information you need to do your job? Much like email mail revolutionized business communication in the 80s and 90s by accelerating the rate at which business information could be exchanged, enterprise social networks are now revolutionizing the way business people communicate internally. Anyone remember those manila envelopes with all of the To/From lines on them that used to be used to take business documents to different departments within an organization? You’d put the documents inside the envelope and then write the person and department it goes to on the outside. If you were lucky, the assistant whose job it was to deliver those was timely and you could expect a response sometime tomorrow. Email radically changed this process. But it wasn’t easy to get people to change habits. The adoption of email as a standard business communication tool took years. We’re now going through the same evolution with Enterprise Social Networks. Additionally, ESNS help shift the focus away from traditional one-way communication channels to facilitating open communication across and within organizational structures. Traditional learning and training systems exist in a top-down, one right answer world. Today, communications needs to be top-down, bottom-up, horizontal, cross team, cross functional and dynamic. ESNs support the idea that when one employee gets smarter, the whole company should get smarter.

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Employee engagement is often attributed to an employee’s emotional attachment to their job. This attachment, whether positive or negative, affects the quality of effort put forth at work. Thus, impacting the employee’s contribution to the company. Every employee’s part in the organization ultimately drives performance outcomes and affects the bottom line. Empowering employee engagement is crucial in an organization in order to maximize overall performance.

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We have become a job-hopping culture. Company ‘lifers’ that maintain a career and knowledge in just one company for most of their working lives are essentially extinct. According to the Bureau of Labor Statistics, workers stay with their jobs an average of 4 years. In IT, the trending number is less. Team leaders and managers listen up. Given the stats from the BLS, your team’s depth is probably only an average of 5-6 years deep. That’s scary. Plus, how do we solve the intellectual property retention issue? There are two ways to combat this issue: The first way is to make your company a destination and you won’t have to worry about your talent leaving. Most companies have implemented some perks and work-life and cultural benefits at some level. The second way is to build a tribal knowledge culture that bridges the gap when someone moves on to their next endeavor. We will talk about how to solve this issue from both directions.

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