Slides, notes, and top tweets from a panel discussion at the Social Media Club Dallas on Thursday, August 16, 2012: "The Business of Social Customer Care."
The panel featured moderator Bryan Person from Social Dynamx, Tony Turnage from FedEx, Sean Valderas from Nokia, and Mike Cearley from Fleishman-Hillard.
He preparado un nuevo tema adaptado de historia sobre la Edad Media, resulta difícil concentrar esta etapa de la Historia y hacerlo fácil y ameno para este tipo de alumnado.
Espero que os sirva de ayuda en vuestra programación.
This summary describes how STALA IFAs IMPROVES the Performance of the tyical ICF Wall and meets DoD LLOP (UFC 04-010-01) for ICF window and door OPENINGS
Community Management vs Social Media Management - Whats The Difference? Dan Spicer
RECORDED SESSION LINK: https://www.youtube.com/watch?v=LALQ0_FPAWg
The 'Social Media Manager' and the 'Community Manager' are distinct positions within an organisation, titles which are often used interchangeably with no real understanding to the individual roles and responsibilities of each. Yes there are over-lapping duties however it is a common misconception that there are more similarities than there are differences.
In this Social Media Week session we will look to uncover and explain these differences - what does community infer as opposed to social media, how does this relate to your respective audiences, how do these align with your business objectives and what the tools available in ones armoury to drive towards these objectives. Social strategy, content production and distribution, customer engagement, community development, analytics and ROI - who is best suited to deliver these?
During the hour we'll take a look at:
- A brief history of the community manager and social media manager
- The responsibilities of each role
- The different types of business outcomes
- What to look for when hiring
Incorporating Social Media and Customer Service Mary Naylor VIPdesk Blake Cah...VIPdesk
Incorporating Social Media and Customer Service: How to Develop a Strategy
Blake Cahill: SVP of Marketing, Visible Technologies
Mary Naylor, VIPdesk
Setting goals and objectives for your social media efforts
Getting buy-in
Resources required to successfully implement a social media plan
Tools to use
Measurement of success
The is presentation was delivered at the Online Community Engagement conference in Sydney on 1 Nov 2012. I picked the dense topic of data, analytics and reporting and how it is critical in the social business journey. How it should/can be used to build compelling business cases.
Las habilidades de un community manager giran en torno a la communication, la empatía con la marca, su personalidad y su cultura, la comprensión de la conducta humana y motivaciones, construcción de relaciones interpersonales, resolución de conflictos, gestión de proyectos...
He preparado un nuevo tema adaptado de historia sobre la Edad Media, resulta difícil concentrar esta etapa de la Historia y hacerlo fácil y ameno para este tipo de alumnado.
Espero que os sirva de ayuda en vuestra programación.
This summary describes how STALA IFAs IMPROVES the Performance of the tyical ICF Wall and meets DoD LLOP (UFC 04-010-01) for ICF window and door OPENINGS
Community Management vs Social Media Management - Whats The Difference? Dan Spicer
RECORDED SESSION LINK: https://www.youtube.com/watch?v=LALQ0_FPAWg
The 'Social Media Manager' and the 'Community Manager' are distinct positions within an organisation, titles which are often used interchangeably with no real understanding to the individual roles and responsibilities of each. Yes there are over-lapping duties however it is a common misconception that there are more similarities than there are differences.
In this Social Media Week session we will look to uncover and explain these differences - what does community infer as opposed to social media, how does this relate to your respective audiences, how do these align with your business objectives and what the tools available in ones armoury to drive towards these objectives. Social strategy, content production and distribution, customer engagement, community development, analytics and ROI - who is best suited to deliver these?
During the hour we'll take a look at:
- A brief history of the community manager and social media manager
- The responsibilities of each role
- The different types of business outcomes
- What to look for when hiring
Incorporating Social Media and Customer Service Mary Naylor VIPdesk Blake Cah...VIPdesk
Incorporating Social Media and Customer Service: How to Develop a Strategy
Blake Cahill: SVP of Marketing, Visible Technologies
Mary Naylor, VIPdesk
Setting goals and objectives for your social media efforts
Getting buy-in
Resources required to successfully implement a social media plan
Tools to use
Measurement of success
The is presentation was delivered at the Online Community Engagement conference in Sydney on 1 Nov 2012. I picked the dense topic of data, analytics and reporting and how it is critical in the social business journey. How it should/can be used to build compelling business cases.
Las habilidades de un community manager giran en torno a la communication, la empatía con la marca, su personalidad y su cultura, la comprensión de la conducta humana y motivaciones, construcción de relaciones interpersonales, resolución de conflictos, gestión de proyectos...
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
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
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
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.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Organizational Change Leadership Agile Tour Geneve 2024
Social Media Club Dallas: The Business of Social Customer Care
1. The Business of Social Customer Care
Bryan Person Tony Turnage Sean Valderas Mike Cearley
Social Dynamx FedEx Nokia Fleishman-Hillard
@BryanPerson @FedEx @NokiaSean @11thScreen
#SMCDallas
2. * Notes and tweets from today’s session:
http://bit.ly/SocialCustServPanel
* Curated top tweets from the panel
3. • Gartner: “By 2014, organizations that refuse to
communicate with customers by social media will
face the same level of wrath from customers as
those that ignore today’s basic expectation that they
will respond to emails and phone calls.”
-- Source: Gartner, August 2012
Link to Gartner press release
@BryanPerson
#SMCDallas
4. • 56% of top brands did not respond to a single
customer comment on their Facebook page in 2011.
-- Source: A.T. Kearney research
Link to eMarketer story on March 1, 2012
@BryanPerson
#SMCDallas
5. • 83% of consumers who use social media for
customer service have abandoned an intended
purchase because of poor service/
-- Source: 2012 American Express
Global Customer Service Barometer
@BryanPerson Link to AMEX press release of study
#SMCDallas
7. FedEx Contact Channels
• Email Customer Service: FacebookCS@fedex.com
(Pilot ending August 31*!)
• Call Customer Service: 1-800-463-3339; (1-800-GoFedEx)
•
Get help on Twitter:
– @FedExGracie
– @FedexLaShelia
– @FedExAl
– @FedExDolores
– @FedExRobin *
• *Upon completion of Pilot, groups will merge into Digital network
• *Multiple Twitter handles expected to change to single @FedExHelpsYou
#SMCDallas
8. Metrics – Rep Level Examples
• Number of Authors Engaged
• Twitter, Facebook, other
• Total Authors taken off-line
• Post Quality
• To include grammar, accuracy, relevancy
• Non-Actionable Accuracy
• Reps labeling whether post is actionable
• Latency to Close
• How long it takes a rep from post or tweet assignment to final resolution and
“closure” of the interaction
• Comparable to AHT
• Sentiment to Positive change
• Did the reps interaction with author move the needle in positive/desirable direction?
#SMCDallas
9. Metrics – Channel Level Examples
• Chat
• Average Response Time
• Average Session Time
• Scheduling Efficiency
• BRU (Twitter & Blogosphere)
• Number of Engagement Attempts
• Number of Authors Engaged
• Sentiment
• Facebook
• Number of emails received
• Number of emails responded
• Latency to Close
• How long it takes a rep from post or tweet assignment to final resolution and
“closure” of the interaction
• Comparable to AHT
• Sentiment to Positive change
• Did the reps interaction with author move the needle in positive/desirable direction?
#SMCDallas
10. The People of FedEx
• http://www.iamfedex.com/
• http://www.iamfedex.com/node/948
#SMCDallas
11.
12. Organizational approach to social media
Care / Marketing / Communications
Marketing
Objectives: build buzz, drive advocacy, support sales
Metrics: awareness, appreciation, action, advocacy
Marketing
Care Comms
Objectives: support Objectives: influence
and retain discussion, set
customers, capture agenda, manage
product and service reputation
feedack & insights Metrics: awareness,
Metrics: response appreciation,
time, # of resolved
Care Comms sentiment, share of
cases, customer voice, message
satisfaction traction
Specific business-related objectives and metrics #SMCDallas
13. Organizational Approach Microsoft
12 years exp
Services &
Applications
15 years exp 14 years exp
Product Product Quality
R&D Training
Corrective
Action
Care
Expertise
in Social
Social Media &
12 years exp Product
Product Quality Training
Product 10 years exp Nokia
13 years exp Product
Quality Product Quality Training
Knowledgebase
#SMCDallas
17. The Business of Social Customer Care
Bryan Person Tony Turnage Sean Valderas Mike Cearley
Social Dynamx FedEx Nokia Fleishman-Hillard
@BryanPerson @FedEx @NokiaSean @11thScreen
#SMCDallas