The document discusses how social media has empowered customers and changed the customer experience landscape. It finds that most customer conversations now occur outside of companies' control on social media. It then discusses how contact centers need to evolve to engage customers earlier by getting involved in their social conversations. The rest of the document discusses how contact center agents can be enabled to support social interactions and engage customers on social media through monitoring, routing, and responding to issues. It provides a case study of Navy Federal Credit Union that uses social media monitoring and routes relevant posts to agents.
The 3-Step Guide to Activating Social Media Customer Care in the Contact CenterMDG Advertising
Social Media Customer Service is the new gold standard for retail brands, but does your internal team have what it takes to get your program off the ground? This white paper discusses how to: Set up your social media strategy, Staff and train for proper handling, and the benefits of a robust social media strategy to take care of your customers where they feel most comfortable. Don't let your business be left behind, contact Global Response today. http://www.globalresponse.com/services/social-media-customer-care/
Social media for Customer Service Summitharryrollason
If you’re social media strategy is moving from traditional marketing and beginning to expand throughout your company – especially customer service. Then hear from 20+ leading corporate speakers like Citi, Zappos, KLM, Coca-Cola, Xbox and more. All with first-hand experience at leveraging the power of social media for better customer service
awesomize.me, launched in Jan of 2012, is the social b2b2c (business 2 business 2 consumer) to help both the consumers and the enterprise to connect and manage their brand leveraging the power of rating by the community. The platform is a powerful social interaction engine that will help users to determine intelligently and effectively their quality vs quantity fans, friends, followers, and clients online.
Social Business Transformation - How customers change your enterprise DNARick Mans
Rapid changes in consumer behavior, fuelled by the ever increasing popularity of social media and the adoption of consumer technologies in the workplace, urge companies worldwide to rethink their positions. People spend more and more time online to connect and interact with friends, to publish opinions, and to purchase goods and services. Employees share their views online, strengthening or weakening the corporate brand.
Social Media is human interaction in a virtual world. Social Media is strongly related to topics such as social networking, social collaboration, micro blogging, co creation, crowd sourcing, content sharing and reputation management.
The essence of social media is human interaction. Transforming your company to benefit from new ways of human interaction, is not about a technology push, lead by new tools, new architectures and new platforms. It is a true transformation of the way you conduct business, how you relate and interact with your customers, your stakeholders and your employees. It is about being part of a huge ecosystem, where your clients, employees, and business partners are all visibly and actively interconnected.
These changes offer exciting opportunities to all enterprises. Opportunities to increase revenue, strengthen brand, reduce costs, attract the right employees, and deliver products and services according to the wishes of their customers.
The 3-Step Guide to Activating Social Media Customer Care in the Contact CenterMDG Advertising
Social Media Customer Service is the new gold standard for retail brands, but does your internal team have what it takes to get your program off the ground? This white paper discusses how to: Set up your social media strategy, Staff and train for proper handling, and the benefits of a robust social media strategy to take care of your customers where they feel most comfortable. Don't let your business be left behind, contact Global Response today. http://www.globalresponse.com/services/social-media-customer-care/
Social media for Customer Service Summitharryrollason
If you’re social media strategy is moving from traditional marketing and beginning to expand throughout your company – especially customer service. Then hear from 20+ leading corporate speakers like Citi, Zappos, KLM, Coca-Cola, Xbox and more. All with first-hand experience at leveraging the power of social media for better customer service
awesomize.me, launched in Jan of 2012, is the social b2b2c (business 2 business 2 consumer) to help both the consumers and the enterprise to connect and manage their brand leveraging the power of rating by the community. The platform is a powerful social interaction engine that will help users to determine intelligently and effectively their quality vs quantity fans, friends, followers, and clients online.
Social Business Transformation - How customers change your enterprise DNARick Mans
Rapid changes in consumer behavior, fuelled by the ever increasing popularity of social media and the adoption of consumer technologies in the workplace, urge companies worldwide to rethink their positions. People spend more and more time online to connect and interact with friends, to publish opinions, and to purchase goods and services. Employees share their views online, strengthening or weakening the corporate brand.
Social Media is human interaction in a virtual world. Social Media is strongly related to topics such as social networking, social collaboration, micro blogging, co creation, crowd sourcing, content sharing and reputation management.
The essence of social media is human interaction. Transforming your company to benefit from new ways of human interaction, is not about a technology push, lead by new tools, new architectures and new platforms. It is a true transformation of the way you conduct business, how you relate and interact with your customers, your stakeholders and your employees. It is about being part of a huge ecosystem, where your clients, employees, and business partners are all visibly and actively interconnected.
These changes offer exciting opportunities to all enterprises. Opportunities to increase revenue, strengthen brand, reduce costs, attract the right employees, and deliver products and services according to the wishes of their customers.
Case Study: More Than Just Facebook for Business: Translating Social Interactions into Actionable Social Intelligence
Presented by: Alan Nugent, CEO, Mzinga
Business is inherently social—and accordingly, many brands around the world have already embraced social technologies as a way to engage customers and raise brand awareness. But social solutions are more than just Facebook for business. A comprehensive, well-planned social ecosystem can provide enormous benefits that span the enterprise—and can help organizations gain valuable insight into meeting customer needs, improving loyalty, and sustaining and growing revenue.
www.bdionline.com
Tips on How to Integrate Print with other ChannelsinterlinkONE
John Foley, Jr., CEO of interlinkONE and Grow Socially, delivered this presentation at a CEO Peer Group on June 9th 2012.
During "Tips on How to Integrate Print with Other Channels", attendees received a variety of practical information on how they can effectively incorporate print in their marketing efforts.
John covers items such as:
- Integrating Print with mobile
- Integrating Print with social media
- Integrating Print with email
- Integrating Print with websites and landing pages
John provides strategies, tips, case studies, best practices, and more.
Among the tactics discussed are QR Codes, mobile websites, personalized URLs, variable data printing, and near field communication (NFC).
Ron j.is social media the new direct marketing - 3 march 2011 -- final.pptdmadetroit
During dmaDetroit's 15th Annual AIMS event, Ron Jacobs, President of Jacobs and Clevenger presented on: "Is Social Media the new Direct Marketing"
This is his presentation.
The science behind persuasive design: Capturing the emotional triggers that ...Kath Straub
Today, interactions with prospective customers start on the web. This means to be useful, a website must be more than usable. It must also be engaging and persuasive, like a charismatic salesman.
Persuasive designs do not „just happen“. They are derived through rigorous research identifying the emotional triggers that drive a customer to commit or fears that hinder a customer from acting.
Once key emotional responses are understood, organizations can develop content and messaging strategies which employ principles of social psychology to amplifying customers motivations and minimize their concerns.
By extending the traditional usability methods into the domains of emotional response and human decision making, designers can create content that transform exploration into commitment.
Customer expectations and service channel advancement has been keeping pace with each other. With Customers doing more with their mobile devices and engaging for a quick resolution through peer-to-peer interaction, organizations have another channel to Get Closer to their Customer.
Gage has worked with Microsoft’s SMB division to establish and grow a social media marketing engine to reach and serve both B2B customers and reseller partners. This presentation was initially given at the 2011 Minnesota Interactive Marketing Association Summit.
Presented by Bob Barker, VP of Corporate Marketing and Digital Engagement, Alterian
Alterian’s 7th Annual Survey Results Webinar discovered just how ready marketers are to really engage their customers.
The marketing industry is undergoing a dramatic transformation. Set against a backdrop of tight budgets, increased demand for accountability, the explosion in social media and informed, active and connected consumers, marketing is moving from mass communication towards multichannel customer engagement. While consumers are driving this change, marketers also are expecting their service providers to keep up and streamline and connect the services they offer.
Bob Barker presented the survey findings including exclusive insight into the methods and investments that marketers are currently exploring and implementing.
Not sure exactly the year this was created - 2000 or 2001 - it was an internal Agency presentation explaining what we did in the interactive division.
Favorite bits are the stuff on interactive brand and digital customer.
2011 Mitsubishi Eclipse Kirkwood Mitsubishi MOGreg Johnson
2011 Mitsubishi Eclipse brochure provided by Kirkwood Mitsubishi located near St. Louis, MO. Find the 2011 Mitsubishi Eclipse for sale in Missouri; call about our current sales and incentives at (314) 965-5111. http://www.kirkwoodmitsubishi.com/
Case Study: More Than Just Facebook for Business: Translating Social Interactions into Actionable Social Intelligence
Presented by: Alan Nugent, CEO, Mzinga
Business is inherently social—and accordingly, many brands around the world have already embraced social technologies as a way to engage customers and raise brand awareness. But social solutions are more than just Facebook for business. A comprehensive, well-planned social ecosystem can provide enormous benefits that span the enterprise—and can help organizations gain valuable insight into meeting customer needs, improving loyalty, and sustaining and growing revenue.
www.bdionline.com
Tips on How to Integrate Print with other ChannelsinterlinkONE
John Foley, Jr., CEO of interlinkONE and Grow Socially, delivered this presentation at a CEO Peer Group on June 9th 2012.
During "Tips on How to Integrate Print with Other Channels", attendees received a variety of practical information on how they can effectively incorporate print in their marketing efforts.
John covers items such as:
- Integrating Print with mobile
- Integrating Print with social media
- Integrating Print with email
- Integrating Print with websites and landing pages
John provides strategies, tips, case studies, best practices, and more.
Among the tactics discussed are QR Codes, mobile websites, personalized URLs, variable data printing, and near field communication (NFC).
Ron j.is social media the new direct marketing - 3 march 2011 -- final.pptdmadetroit
During dmaDetroit's 15th Annual AIMS event, Ron Jacobs, President of Jacobs and Clevenger presented on: "Is Social Media the new Direct Marketing"
This is his presentation.
The science behind persuasive design: Capturing the emotional triggers that ...Kath Straub
Today, interactions with prospective customers start on the web. This means to be useful, a website must be more than usable. It must also be engaging and persuasive, like a charismatic salesman.
Persuasive designs do not „just happen“. They are derived through rigorous research identifying the emotional triggers that drive a customer to commit or fears that hinder a customer from acting.
Once key emotional responses are understood, organizations can develop content and messaging strategies which employ principles of social psychology to amplifying customers motivations and minimize their concerns.
By extending the traditional usability methods into the domains of emotional response and human decision making, designers can create content that transform exploration into commitment.
Customer expectations and service channel advancement has been keeping pace with each other. With Customers doing more with their mobile devices and engaging for a quick resolution through peer-to-peer interaction, organizations have another channel to Get Closer to their Customer.
Gage has worked with Microsoft’s SMB division to establish and grow a social media marketing engine to reach and serve both B2B customers and reseller partners. This presentation was initially given at the 2011 Minnesota Interactive Marketing Association Summit.
Presented by Bob Barker, VP of Corporate Marketing and Digital Engagement, Alterian
Alterian’s 7th Annual Survey Results Webinar discovered just how ready marketers are to really engage their customers.
The marketing industry is undergoing a dramatic transformation. Set against a backdrop of tight budgets, increased demand for accountability, the explosion in social media and informed, active and connected consumers, marketing is moving from mass communication towards multichannel customer engagement. While consumers are driving this change, marketers also are expecting their service providers to keep up and streamline and connect the services they offer.
Bob Barker presented the survey findings including exclusive insight into the methods and investments that marketers are currently exploring and implementing.
Not sure exactly the year this was created - 2000 or 2001 - it was an internal Agency presentation explaining what we did in the interactive division.
Favorite bits are the stuff on interactive brand and digital customer.
2011 Mitsubishi Eclipse Kirkwood Mitsubishi MOGreg Johnson
2011 Mitsubishi Eclipse brochure provided by Kirkwood Mitsubishi located near St. Louis, MO. Find the 2011 Mitsubishi Eclipse for sale in Missouri; call about our current sales and incentives at (314) 965-5111. http://www.kirkwoodmitsubishi.com/
Pusat Servis Tayar Dan Bateri Hock Sin Hin
Contact Person: Ms. Wong
Address:
816, Jln Gopeng, Tmn Chandan Desa, Kg. Kepayang, 31300 Ipoh, Perak
Tel: +605 - 357 4463 / 357 4480
A look at how organizations can use social listening and analysis as input into their social media and business strategies. Shares case studies, use cases, and processes.
Learn best practices for developing integrated multichannel marketing campaigns using social media, email, creative design and direct mail. Integrating these channels into the marketing mix will produce meaningful results that will keep your customers coming back for more.
Utilizando redes sociales para la innovación en servicios de telecomunicacion...IBMSSA
En Social Business, las personas se conectan e interactuan en espacios digitales más allá de la empresa, creando valor y alcanzo los objetivos de negocios.
How Social CRM Can Help Address Changing Consumer DemandsFabio Cipriani
Social collaboration-based sales and marketing technologies help companies understand and manage changing consumer demands. Learn how leading companies are incorporating collaborative sales and marketing solutions into their overall CRM strategy.
9. Does Social Media Scare You?
More than 70% of companies blame social
media as the main cause of igniting public
relations crises.1
“Customers connect with each other –
happily leaving organizations behind” 2
1. PR Week, 17 March 2010
http://www.prweek.com/news/bulletin/UKDaily/articl
e/990713/?DCMP=EMC-UKDaily
2. Social CRM: The New Rules of Relationship
Management, Altimeter, March 5, 2010
10. Social Media Has Empowered The Consumer
Company Control Customer Control
Past
• Company manages customer • Customer owns relationship
• Company controls brand • Customer voice amplified
• Company inhibits transparency • Customer perception shapes brand
• Company focuses on efficiencies • Customer makes smart, informed choices
• Social interactions surpass email (a)
• 1% of customer conversations are assimilated as organizational knowledge (b)
• 9% of customer conversations touch the organization, but no learning occurs (b)
• 90% of customer conversations never touch the organization (b)
a) Source: Neilson Media
b) Source: Consortium for Service Innovation (CSI)
11. Agenda
Some Social Insights
RightNow Customer Findings
Making It Real: Social Media and the Contact Centre
Case Study: Navy Federal Credit Union
12. Today’s Customer Experience
Your Your Your
Friends of Social
Friends Influencers Community www Contact
friends web
www Site Site Center
Customers have left organisations behind as they make purchase decisions, look
for help, and voice their opinions. Contact Centres have become the last resort
for customers to turn to. They must evolve to get back into the customer dialog
earlier.
13. Help Us Engage With Customers
through Social Media
Traditionally maintain the
company’s image online
Skilled in broadcast and
online media production
Public relations / positioning
approach to communications
Limited resources
Minimal experience dealing
with real customer issues
Marketing Team
Highly skilled in 1:1
interactions
Deep understanding of
how customer needs align
with company offerings
Typically new to social
Contact Center Agents media
Fully utilized to generate
Also highly skilled in 1:1 interactions
company revenue
Deep understanding of how customers use
Strongly motivated by
products and services
quota and compensation Salespeople
Knowledgeable about company policies and
procedures
Experienced in handling sensitive and critical
situations
Typically new to social media
Focused on representing the company
across media channels
14. What kind of skills are needed to engage
successfully?
Marketing Contact Center Salespeople
Team Agents
Professional communication
style while representing the
company in 1:1 conversations
Knowledge about company
products, policies and
procedures
Experience handling high-value
and influential customers
Capable of managing sensitive
situations and upset customers
Familiar with social media
Expertise solving customer
issues
Trained in retaining unhappy
customers
Access to company systems
needed to solve customer’s
need
15. Customer Engagement
Through Social Media
5. Record social media
interactions and
measure outcomes
4. Provide representatives with your customer
3. Route the a simple means of engaging,
important with the company’s best
conversations to knowledge and guidance at
qualified company their fingertips
representatives
2. Find the 1. Get access to
conversations that conversations
matter to your across social media
company channels
16. Agenda
Some Social Insights
RightNow Customer Findings
Making It Real: Social Media and the Contact Centre
Case Study: Navy Federal Credit Union
17. Connect The Pieces:
Treating Social Media as a “Contact Channel”
Contact Center Agents enabled to
support social interactions
Capture, track, and respond to customer
inquiries across channels and domains:
phone, web, email, chat, social media.
Have a complete, central view of
customer information across service,
marketing, and sales
Deliver seamless escalation from self-
service to assisted channels
18. Foundations of a Social Media
Engagement Strategy
Listen and respond Build community
• Answers
Support • Forums
Community • Resources
• Ideas
Innovation • Concepts
Community • Features
Social • Moderation & management
Experience • Administration
Designer • Building tools
23. Designing the Agent Desktop is Key:
Scripting Customer Experience By Customer, Channel, Domain, Context
Tailor the quality experience you want for
your customers
Design workspaces that change based on
customer, interaction, agent skills, domain,
channel, etc.
Drag & drop workflows design
Role-based workspace configuration
Script and guide design
Define and manage business rules and
processes
Easily extend desktop functionality
24. Agenda
Some Social Insights
RightNow Customer Findings
Making It Real: Social Media and the Contact Centre
Case Study: Navy Federal Credit Union
25. Case Study
Navy Federal Credit Union
$41.5 billion in assets, 3.5 million customers, 200
branches
RightNow's Cloud Monitor to scan social sites like
Twitter, YouTube, and others to track what is being said
about them in the social space.
Tracks over 1,700 posts per week that mention NFCU
A seven-member team narrows those posts down to
relevant mentions
Average of 10% turned into actual incidents that are
worked by social-skilled customer service agents.