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/
A New Era for Word-of-Mouth Marketing - video: http://shar.es/5CYqWGrant Thekan
The document discusses how brands can leverage word-of-mouth marketing in the digital age. It notes that only 22% of word-of-mouth is sparked by advertising, so brands need to focus on providing memorable customer experiences. It provides examples of brands like Southwest Airlines, Maker's Mark, and Sendik's that create experiences worth sharing. The document recommends that brands overdeliver on customer experiences, be unexpectedly deviant, and focus on experiences versus just marketing messages to encourage positive word-of-mouth sharing.
Ted social media and the contact centre - nl marcelrodenburg
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.
Using Social Networks to Increase Channel SellingLouis Columbus
Bottom line: Becoming a trusted advisor in today’s selling environment is all about
embracing social networks to understand, appreciate the challenges of and serve
channel partners better than anyone else.
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.
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
Los Nuevos Canales de contacto con el cliente están cambiando. Anatomía del S...Mundo Contact
This document summarizes recent trends in social media research. It discusses how social media is changing the way companies interact with customers. Research shows that people are actively using social media platforms like Facebook and Twitter. The document also outlines key metrics companies can use to measure the impact of social media engagement, including communication metrics, awareness metrics, cost savings, and revenue metrics. It emphasizes the importance of having a social media strategy to participate in online conversations about a company or brand.
Satisfaction is a subscription-based customer service tool that allows open conversations between companies and their customers, addressing problems with traditional closed systems like email support. By bringing customer expertise and conversations into the open, Satisfaction reduces repetitive support issues while improving customer loyalty. It leverages trends of customers helping each other online and companies benefiting from engaged customers. Pricing is tiered for small businesses, starting at $29/month, addressing a market that previously lacked the right tools.
Increasing Marketing Campaign Responses with 1:1 campaignsL2, Inc.
Download this whitepaper at: http://www.L2soft.com/whitepapers.aspx
The essence of one to one marketing campaigns is relationship marketing.
One to one marketing campaigns are a potent tool to enhance lead generation, increase product usage and promote brand awareness.The only significant obstacle for most marketing professionals is the time and expense needed to implement the campaigns and manage the upswing in responses.
This white paper will address these issues through L2’s execution of a personalized 1:1 marketing campaign and the lessons learned from that process.
A New Era for Word-of-Mouth Marketing - video: http://shar.es/5CYqWGrant Thekan
The document discusses how brands can leverage word-of-mouth marketing in the digital age. It notes that only 22% of word-of-mouth is sparked by advertising, so brands need to focus on providing memorable customer experiences. It provides examples of brands like Southwest Airlines, Maker's Mark, and Sendik's that create experiences worth sharing. The document recommends that brands overdeliver on customer experiences, be unexpectedly deviant, and focus on experiences versus just marketing messages to encourage positive word-of-mouth sharing.
Ted social media and the contact centre - nl marcelrodenburg
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.
Using Social Networks to Increase Channel SellingLouis Columbus
Bottom line: Becoming a trusted advisor in today’s selling environment is all about
embracing social networks to understand, appreciate the challenges of and serve
channel partners better than anyone else.
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.
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
Los Nuevos Canales de contacto con el cliente están cambiando. Anatomía del S...Mundo Contact
This document summarizes recent trends in social media research. It discusses how social media is changing the way companies interact with customers. Research shows that people are actively using social media platforms like Facebook and Twitter. The document also outlines key metrics companies can use to measure the impact of social media engagement, including communication metrics, awareness metrics, cost savings, and revenue metrics. It emphasizes the importance of having a social media strategy to participate in online conversations about a company or brand.
Satisfaction is a subscription-based customer service tool that allows open conversations between companies and their customers, addressing problems with traditional closed systems like email support. By bringing customer expertise and conversations into the open, Satisfaction reduces repetitive support issues while improving customer loyalty. It leverages trends of customers helping each other online and companies benefiting from engaged customers. Pricing is tiered for small businesses, starting at $29/month, addressing a market that previously lacked the right tools.
Increasing Marketing Campaign Responses with 1:1 campaignsL2, Inc.
Download this whitepaper at: http://www.L2soft.com/whitepapers.aspx
The essence of one to one marketing campaigns is relationship marketing.
One to one marketing campaigns are a potent tool to enhance lead generation, increase product usage and promote brand awareness.The only significant obstacle for most marketing professionals is the time and expense needed to implement the campaigns and manage the upswing in responses.
This white paper will address these issues through L2’s execution of a personalized 1:1 marketing campaign and the lessons learned from that process.
An article I co-authored focusing on the value of real communications and conversations -- no matter which social platform or site emerges, companies must be honest and smart in how they communicate.
SEO, Influencers, or Quality - What's Your Trump Card in Content Marketing?Social Media Today
The document provides information about the moderator and speakers of an upcoming webinar on social media marketing. Paul Dunay is introduced as the moderator with his background and credentials. Three speakers are then introduced: Jeff Ogden, president of Find New Customers, Wendy Lea, CEO of Get Satisfaction, and Lee Odden, CEO of TopRank Online Marketing. The webinar aims to discuss driving revenue from social strategies and integrating SEO, social media, and content marketing.
This document summarizes a presentation about using social media as a customer relationship management (CRM) tool. It discusses how social media requires a strategic approach and how brands can extend their value by engaging on different social platforms. While social media offers opportunities to engage with customers, many companies still struggle with cross-departmental collaboration, resources, and buy-in from upper management to fully leverage social media within their overall marketing strategy. The presentation emphasizes that social media should be integrated into a company's relationship marketing but that becoming a social CRM leader will take time.
WNS provides social media customer service solutions to help companies address customer queries and complaints on social media platforms. The document discusses how customer service has evolved from primarily phone calls and letters to include various online channels like email, chat, and social media. It notes that many customers now first access companies through their websites or social media instead of calling. The document then provides recommendations for how companies can begin using social media for customer service, including monitoring conversations to understand customer needs, setting up social media customer service workflows, and continuously improving the process over time based on analytics.
In 3 sentences:
The document discusses the importance of listening to customers in today's marketplace where customers have more choices and power than ever before. It argues that companies should shift marketing efforts from broadcasting messages to gaining a deeper understanding of customers by listening to their feedback and using it to improve the customer experience. The role of the chief listening officer is discussed as leading this effort to truly understand customers and integrate customer data and insights across an organization.
It's the end of 2010, and a majority of companies have ventured into social media as a publishing channel. Yet many aren't seeing the results they'd hoped for. That's because of the approach.
This whitepaper explores the concept of Engagement, Influence and Activation as end goals to corporate social media, not as a publishing channel but as a way to better connect, share and interact with your markets.
This document discusses the integration of social media into customer relationship management (CRM). It begins by outlining trends in CRM, such as analytical, mobile, and integrated approaches. Social media is now influencing CRM with users relying on peer opinions. The document then examines how social CRM works, focusing on monitoring platforms, generating content, centralized data storage, and cross-department collaboration. Both best practices like Comcast's use of Twitter for customer service, and worst practices exemplified by Sony's anti-piracy mistakes are reviewed. The conclusion emphasizes that CRM and social networking can improve customer satisfaction when objectives are clear and activities are aligned with goals.
Tips on How to Integrate Print with other ChannelsinterlinkONE
This document provides tips on integrating print with other marketing channels. It discusses how print can be used with mobile, social media, email, and websites. Print is still valuable when combined with digital channels as it can increase awareness and drive traffic. Specific ideas are provided like using QR codes and URLs in print to link to digital content or capture email addresses. The key is taking an integrated, multi-channel approach to reach audiences across different mediums.
Corporate image is formed through both internal and external influences. Internally, factors like corporate personality, advertising, branding, public relations, and employee behavior shape how audiences view the company. Externally, industry reputation, country of origin, press, and word-of-mouth all impact corporate image. Managing corporate image requires understanding this formation process and communicating the desired identity through various internal and external channels.
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.
The document discusses the design process for an email marketing campaign manager. It outlines conducting secondary research on email marketing and user research. The methodology involves taking a systems approach to study email marketing. Key areas identified include information overload from emails and the need for effective campaign design. User research found expectations around features, reporting, support and pricing. Next steps involve further user research, creating user personas, analyzing findings, and wireframing the interface.
The Coming Change in Social Media by Social Media TodayElizabeth Lupfer
In a major paradigm shift that is impacting public relations and marketing oranizations, companies are now viewing social media as their front line strategy for customer engagement, immediate contact, and lead generation. This means the software tools we use in the social space will be changing a lot too. This gamebreaker call was based on research developed by our resident trendspotter, Josh Gordon, in Social Media Today's latest free download white paper The Coming Change In Social Media. It's our focus here at Social Media Today to help frame the issues and put them into perspective so that community members can use them as a roadmap and drive the future of social media. Don't get behind the curve.
Brand management and new media marketing in UAENoor Mohammad
The survey summarizes brand management trends in the UAE. It found that most companies have a formal brand management policy and use tools like brand manuals. Cultural differences and a lack of local expertise present barriers to effective international brand management. While advertising is expensive, companies are exploring cost-effective alternatives like public relations, direct marketing, websites, and email marketing to promote their brands. Most companies centralize brand management but allow some flexibility for local needs.
Today Social Media is witnessing a rise in customer participation leading to an equivalent rise in social media applications for customer service. Therefore, organizations need an actionable framework that can respond efficiently and proactively to customer requests and unmet needs.
This presentation focuses on the following
Listening to the entire universe - Why is it important and how should it be approached?
Understanding and measuring customer experience through social media – the possibilities today
Enabling ongoing social media engagement for improving customer experience
Morley using social crm to build competitive advantageZeus of Marketing
Blog reference: At this point I invite you to read the attached white paper, which covers additional benefits and implementation stages for using SCRM to build a competitive advantage. FYI, I helped develop this whitepaper for my client Morley (www.morleynet.com), a great partner for managing contact centers as they do so for several Fortune 500 companies.
Getting your brand to awesome: a short guide to brand strategy in the digital...Simon Pearce
Please consider downloading this presentation for a crisper looking version - viewers on slideshare can experience font clipping and blurring.
As the effects of digital technologies ripple through our culture,the impact can be felt almost everywhere. The implications of these technologies go far beyond the technologies themselves. Unrestricted access to a growing mountain of data is changing attitudes, culture and the rules of success in business and in branding. In the future, the most successful brands will be those that can capture their customers' imaginations, not just with what they say, but with how they behave, and the experiences they provide.
The recent Outlook for Australian Social Business 2012 showed there was a perception gap between brands and customers. This goes far beyond "social media" - and becoming a "Social Business" means reaching beyond just Facebook or Twitter. It's about transforming your business, industry and relationships.
The document provides advice on using social media marketing effectively and avoiding common pitfalls. It recommends that companies engage authentically with customers, understand their audiences and where they interact online, create engaging content as part of a content strategy, and respond to customer feedback in a timely manner. Companies that follow these recommendations can see increased brand awareness, reach, and loyal customer advocates through social media.
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
The document summarizes an upcoming two-day business conference called the West Coast Corporate Social Media Summit 2011 focused on helping companies utilize social media effectively. It will provide strategic insights from senior corporate speakers on topics like developing a coherent social media strategy, engaging customers, measuring return on investment, and incorporating latest technologies. Attendees will learn best practices from major companies using social media successfully and have opportunities to ask questions. The conference aims to give professionals tools and strategies to ensure their company's social media efforts are successful.
An article I co-authored focusing on the value of real communications and conversations -- no matter which social platform or site emerges, companies must be honest and smart in how they communicate.
SEO, Influencers, or Quality - What's Your Trump Card in Content Marketing?Social Media Today
The document provides information about the moderator and speakers of an upcoming webinar on social media marketing. Paul Dunay is introduced as the moderator with his background and credentials. Three speakers are then introduced: Jeff Ogden, president of Find New Customers, Wendy Lea, CEO of Get Satisfaction, and Lee Odden, CEO of TopRank Online Marketing. The webinar aims to discuss driving revenue from social strategies and integrating SEO, social media, and content marketing.
This document summarizes a presentation about using social media as a customer relationship management (CRM) tool. It discusses how social media requires a strategic approach and how brands can extend their value by engaging on different social platforms. While social media offers opportunities to engage with customers, many companies still struggle with cross-departmental collaboration, resources, and buy-in from upper management to fully leverage social media within their overall marketing strategy. The presentation emphasizes that social media should be integrated into a company's relationship marketing but that becoming a social CRM leader will take time.
WNS provides social media customer service solutions to help companies address customer queries and complaints on social media platforms. The document discusses how customer service has evolved from primarily phone calls and letters to include various online channels like email, chat, and social media. It notes that many customers now first access companies through their websites or social media instead of calling. The document then provides recommendations for how companies can begin using social media for customer service, including monitoring conversations to understand customer needs, setting up social media customer service workflows, and continuously improving the process over time based on analytics.
In 3 sentences:
The document discusses the importance of listening to customers in today's marketplace where customers have more choices and power than ever before. It argues that companies should shift marketing efforts from broadcasting messages to gaining a deeper understanding of customers by listening to their feedback and using it to improve the customer experience. The role of the chief listening officer is discussed as leading this effort to truly understand customers and integrate customer data and insights across an organization.
It's the end of 2010, and a majority of companies have ventured into social media as a publishing channel. Yet many aren't seeing the results they'd hoped for. That's because of the approach.
This whitepaper explores the concept of Engagement, Influence and Activation as end goals to corporate social media, not as a publishing channel but as a way to better connect, share and interact with your markets.
This document discusses the integration of social media into customer relationship management (CRM). It begins by outlining trends in CRM, such as analytical, mobile, and integrated approaches. Social media is now influencing CRM with users relying on peer opinions. The document then examines how social CRM works, focusing on monitoring platforms, generating content, centralized data storage, and cross-department collaboration. Both best practices like Comcast's use of Twitter for customer service, and worst practices exemplified by Sony's anti-piracy mistakes are reviewed. The conclusion emphasizes that CRM and social networking can improve customer satisfaction when objectives are clear and activities are aligned with goals.
Tips on How to Integrate Print with other ChannelsinterlinkONE
This document provides tips on integrating print with other marketing channels. It discusses how print can be used with mobile, social media, email, and websites. Print is still valuable when combined with digital channels as it can increase awareness and drive traffic. Specific ideas are provided like using QR codes and URLs in print to link to digital content or capture email addresses. The key is taking an integrated, multi-channel approach to reach audiences across different mediums.
Corporate image is formed through both internal and external influences. Internally, factors like corporate personality, advertising, branding, public relations, and employee behavior shape how audiences view the company. Externally, industry reputation, country of origin, press, and word-of-mouth all impact corporate image. Managing corporate image requires understanding this formation process and communicating the desired identity through various internal and external channels.
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.
The document discusses the design process for an email marketing campaign manager. It outlines conducting secondary research on email marketing and user research. The methodology involves taking a systems approach to study email marketing. Key areas identified include information overload from emails and the need for effective campaign design. User research found expectations around features, reporting, support and pricing. Next steps involve further user research, creating user personas, analyzing findings, and wireframing the interface.
The Coming Change in Social Media by Social Media TodayElizabeth Lupfer
In a major paradigm shift that is impacting public relations and marketing oranizations, companies are now viewing social media as their front line strategy for customer engagement, immediate contact, and lead generation. This means the software tools we use in the social space will be changing a lot too. This gamebreaker call was based on research developed by our resident trendspotter, Josh Gordon, in Social Media Today's latest free download white paper The Coming Change In Social Media. It's our focus here at Social Media Today to help frame the issues and put them into perspective so that community members can use them as a roadmap and drive the future of social media. Don't get behind the curve.
Brand management and new media marketing in UAENoor Mohammad
The survey summarizes brand management trends in the UAE. It found that most companies have a formal brand management policy and use tools like brand manuals. Cultural differences and a lack of local expertise present barriers to effective international brand management. While advertising is expensive, companies are exploring cost-effective alternatives like public relations, direct marketing, websites, and email marketing to promote their brands. Most companies centralize brand management but allow some flexibility for local needs.
Today Social Media is witnessing a rise in customer participation leading to an equivalent rise in social media applications for customer service. Therefore, organizations need an actionable framework that can respond efficiently and proactively to customer requests and unmet needs.
This presentation focuses on the following
Listening to the entire universe - Why is it important and how should it be approached?
Understanding and measuring customer experience through social media – the possibilities today
Enabling ongoing social media engagement for improving customer experience
Morley using social crm to build competitive advantageZeus of Marketing
Blog reference: At this point I invite you to read the attached white paper, which covers additional benefits and implementation stages for using SCRM to build a competitive advantage. FYI, I helped develop this whitepaper for my client Morley (www.morleynet.com), a great partner for managing contact centers as they do so for several Fortune 500 companies.
Getting your brand to awesome: a short guide to brand strategy in the digital...Simon Pearce
Please consider downloading this presentation for a crisper looking version - viewers on slideshare can experience font clipping and blurring.
As the effects of digital technologies ripple through our culture,the impact can be felt almost everywhere. The implications of these technologies go far beyond the technologies themselves. Unrestricted access to a growing mountain of data is changing attitudes, culture and the rules of success in business and in branding. In the future, the most successful brands will be those that can capture their customers' imaginations, not just with what they say, but with how they behave, and the experiences they provide.
The recent Outlook for Australian Social Business 2012 showed there was a perception gap between brands and customers. This goes far beyond "social media" - and becoming a "Social Business" means reaching beyond just Facebook or Twitter. It's about transforming your business, industry and relationships.
The document provides advice on using social media marketing effectively and avoiding common pitfalls. It recommends that companies engage authentically with customers, understand their audiences and where they interact online, create engaging content as part of a content strategy, and respond to customer feedback in a timely manner. Companies that follow these recommendations can see increased brand awareness, reach, and loyal customer advocates through social media.
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
The document summarizes an upcoming two-day business conference called the West Coast Corporate Social Media Summit 2011 focused on helping companies utilize social media effectively. It will provide strategic insights from senior corporate speakers on topics like developing a coherent social media strategy, engaging customers, measuring return on investment, and incorporating latest technologies. Attendees will learn best practices from major companies using social media successfully and have opportunities to ask questions. The conference aims to give professionals tools and strategies to ensure their company's social media efforts are successful.
Social media and its applications in marketingAndrey Markin
This document discusses social media and its applications in marketing. It defines social media as media for social interaction using web-based technologies. Social media has transformed the purchase funnel by making post-purchase conversations more impactful earlier in the process. The document outlines several functions of social media marketing including brand monitoring, customer relationship management, crowdsourcing, customer support, and promotion. It concludes that companies should incorporate social media marketing into their overall marketing strategy in order to stay competitive.
Your Secret Sauce: Mixing Mobile, Social and Email MarketingSignal
This document discusses strategies for integrating email, mobile, and social media marketing into a coordinated cross-channel marketing approach. It defines key concepts like using multiple marketing channels to communicate with customers, using customer data to determine the best media and content for different customer segments, and building customer databases. The document argues that a cross-channel approach is important because customers now engage with brands across many digital channels and expect a consistent experience. It maintains that marketers need to coordinate their communications across channels to provide a good customer experience and maximize effectiveness.
Sm biz getting started social media handbookKay-Tee
The beginner's guide to Engagement Marketing for a small business. This handbook will walk you through the changing landscape of coplanning process, evaluation, and determining ROI that's appropriate for your business. It also arms you with a 1, 2, 3 approach for claiming your business (map), online social media, and going mobile. This was a hand out during a live presentation, so a new reader may have to connect the dots just a bit and answer the questions for their own business. Contact info is on each page though for further assistance. Happy engaging!
Did you know that consumer reviews are trusted 12x more than product descriptions from brands and manufacturers? Considering the importance of consumer reviews, brands should be putting an active effort into managing their social CRM. This paper describes how to build the foundations of successful social CRM.
The document discusses the importance of reputation management and effective social CRM strategies. It recommends a three stage approach: 1) Build a positive social foundation by addressing negative reviews and optimizing brand presence. 2) Create a defined social identity by focusing content around topics the brand is authoritative on. 3) Optimize social experiences through testing and learning to improve engagement metrics like followers and shares. The goal is to minimize future negative conversations and maximize positive brand perceptions.
This document outlines 8 steps for using social media for businesses. The steps are: 1) Evaluate where social media fits your goals and how to measure success. 2) Organize your social media tools. 3) Listen to conversations about your brand. 4) Engage with customers respectfully and use social media to build relationships rather than just make sales. 5) Collaborate by sharing knowledge and getting feedback. 6) Secure your profiles to prevent mistakes. 7) Measure return on investment by linking social media to goals. 8) Amplify messaging that performs best. The conclusion is that social media will become integral to all business in the future.
This document discusses key trends in social commerce identified at the Social Commerce Summit 2011. It identifies four main principles: 1) Social media provides immediate feedback that gives brands insights to improve business impact. 2) Social interactions are conversations, not one-way campaigns. 3) Social media initiatives must scale across an organization. 4) Social media gives consumers a direct voice that can benefit both brands and consumers. The document explores these themes through examples from brands like Nexxus, Argos and Nationwide Insurance that have successfully utilized social media.
The document discusses how corporate social networking can be integrated into a business's communications strategy. It explores how social media tools are being used to add value to traditional stakeholder communications. The key is deciding which social networking platforms can offer genuine benefits and fitting them into existing communications. The document provides tips for companies looking to implement a social media strategy, such as planning content, thinking long-term, experimenting, and empowering staff to participate appropriately.
Another social media framework, this time from the 1-to-1 customer management experts Peppers & Rogers. Good insights with focus on business applications & customer experiences.
Delivering Exceptional Web Experiences In a Social WorldLuis Benitez
Becoming a social business it's about connecting your employees, partners, and customers in a human-centered way utilizing the best Web 2.0 technologies out there.
This document provides an overview of social selling and why it is important for businesses to adopt social selling strategies. There are three main reasons why businesses need social selling: 1) Customers are already engaging with companies on social media as they research purchases, so businesses need a social presence to reach customers; 2) Competitors are adopting social selling, so businesses need to as well to keep up; 3) Employees and new hires expect companies to utilize social technologies in their work. The document also notes that with social media, buyers start the purchasing process without sales involvement, so sales teams need to shift from transactional to social, consultative approaches to engage with buyers online.
This document discusses social media functions for brands including monitoring, responding, amplifying, and leading consumer behavior. It outlines how brands can monitor online conversations, respond to provide customer service or uncover leads, amplify marketing through social sharing, and lead consumers through the purchase journey. The document also discusses using social media at different touchpoints along the consumer decision process and how to get started with integrating social media technologies through identifying goals, audiences, and deciding whether to outsource certain functions.
This document outlines 10 top marketing trends for physical security technology businesses in 2009. It discusses focusing marketing efforts on existing customer databases, using virtual events like webinars, incorporating social media, using content marketing, marketing automation, following up on inquiries, the decline of print advertising, sales optimization, installed base marketing, and green initiatives. It advocates for a shift from traditional one-way marketing to more participatory social media engagement and emphasizes video and online communities to facilitate conversations around industry needs and solutions.
1) Community managers surveyed reported that proving ROI and engagement metrics are critical to measuring community success, with metrics including traffic, participating users, sentiment, ideas added to roadmaps, and contact deflection.
2) Emerging trends for communities include social media being integrated into contact centers, the importance of authentic human engagement over just having a social media presence, and customers taking more control and shaping communities.
3) The biggest challenge community managers face is helping the rest of their company understand and utilize the feedback and perspectives gained from customer communities.
Frost & Sullivan Social Media Customer Engagement White PaperTherese Reuterswärd
Social media is becoming an important channel for customer engagement and support. Contact centers need strategic plans for managing social media interactions. Common challenges include unclear ownership, focus on capabilities over value, and lack of integration across departmental initiatives. Recommendations include obtaining executive support, collaborating across departments, exploring vendor solutions, and acting with sufficient planning but also urgency.
Similar to The 3-Step Guide to Activating Social Media Customer Care in the Contact Center (20)
ProSocial Behaviour - Applied Social Psychology - Psychology SuperNotesPsychoTech Services
A proprietary approach developed by bringing together the best of learning theories from Psychology, design principles from the world of visualization, and pedagogical methods from over a decade of training experience, that enables you to: Learn better, faster!
Covey says most people look for quick fixes. They see a big success and want to know how he did it, believing (and hoping) they can do the same following a quick bullet list.
But real change, the author says, comes not from the outside in, but from the inside out. And the most fundamental way of changing yourself is through a paradigm shift.
That paradigm shift is a new way of looking at the world. The 7 Habits of Highly Effective People presents an approach to effectiveness based on character and principles.
The first three habits indeed deal with yourself because it all starts with you. The first three habits move you from dependence from the world to the independence of making your own world.
Habits 4, 5 and 6 are about people and relationships. The will move you from independence to interdependence. Such, cooperating to achieve more than you could have by yourself.
The last habit, habit number 7, focuses on continuous growth and improvement.
Aggression - Applied Social Psychology - Psychology SuperNotesPsychoTech Services
A proprietary approach developed by bringing together the best of learning theories from Psychology, design principles from the world of visualization, and pedagogical methods from over a decade of training experience, that enables you to: Learn better, faster!
Understanding of Self - Applied Social Psychology - Psychology SuperNotesPsychoTech Services
A proprietary approach developed by bringing together the best of learning theories from Psychology, design principles from the world of visualization, and pedagogical methods from over a decade of training experience, that enables you to: Learn better, faster!
Understanding of Self - Applied Social Psychology - Psychology SuperNotes
The 3-Step Guide to Activating Social Media Customer Care in the Contact Center
1. |1
Activating The Contact Center For
Social Media Customer Care
“Most Facebook sales don’t occur from brand posts. They result from friend posts.”
— Jon Kubo, chief product officer at 8thBridge, in an interview with eMarketer, December 2, 2011
If
that is the case, why do 96% of companies with a social media presence focus on
direct advertising and promotions? It’s because, from a brand perspective, social
media is still in its infancy. According to a recently released study by Frost &
Sullivan, most businesses only use social media for push marketing, and have yet
to put processes in place to fully serve the customer. In many cases, advertising firms serve
as the primary social agencies of record. This is not their core competency, so customer
service opportunities often fall by the wayside.
A recent survey by STELLAService tested 20 top retailers, exploring their methods for
conducting customer service on Facebook. STELLAService posted general, service-related
questions to each retailer’s Facebook wall and comments section. Of the 20 retailers tested,
“five failed to respond to a question posted on their wall within two days. Meanwhile,
seven retailers removed the question from their wall, hiding any record that a consumer
had a question.”
Solving the Social Media Customer Care Riddle
To completely serve the consumer, and ultimately drive
word of mouth and incremental business, companies must
progress their strategy past mere push marketing in the
social sphere. This guide will describe how to extend the
function of your existing customer service contact center
into the social realm, complementing the awareness
function of your agency.
Your customer service team is already set up to manage
inbound complaints and inquiries to their ultimate
resolution. With social media, the team’s function
can expand to promoting brand culture via customer
interactions, and even proactively upselling consumers
based on interest categories relevant to the brand. The
following steps walk through the basic structure of social
media customer care and how you can get your team up
The Social Media How client, agency and customer service fit together and running: (continued next page...)
Purchase Funnel: to serve the social media purchase funnel.
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2. Activating the Contact Center for Social Media Customer Care |2
What To Do
1. Set Up
a) Establish your brand tone of voice – Although this dovetails with the
marketing aspects of social media, it is of the utmost importance to maintain brand
identity when conversing on social channels. If your brand is mom-centric, then
your customer service dialogues will be very conversational – with each consumer
getting the utmost in attention, and dialog strings of five, six, or even seven
interactions with one customer. However, if your product or service is for a younger,
more cutting-edge male audience, your interactions may be brusquer, tongue-in-
cheek, and to the point. Either way, you will want to establish this early on, and
train the team on how to accomplish this in the social space.
b) Set up consumer complaint / question escalation practices – From
a brand-safety perspective, social media can be particularly tricky for brands
starting out in customer service. Social media is the perfect two-way dialogue.
This means that if a customer is not happy with you, he or she can tell all of their
friends about the negative experience, and possibly rally entire groups of people
against your brand. To avoid this, the best practice is to be open and honest with
consumers, never leading them astray, and always remembering that they are right
– to a reasonable point. You will need an internal document that outlines how to
answer bucketed complaints or questions, with clear escalation practices to get
the right answers quickly, or take negative opinions offline to a private venue. At
Global Response, our Brand Care team works together to fully ensure brand safety.
Brand Care Specialists utilize a large and continuously updated knowledge base of
best-practice answers to common questions. A perfect retail example is @zappos_
service, who routinely solves customer inquiries via social media.
c) Determine a Quality Assurance Process – One aspect that most
companies overlook is the importance of spelling and grammar in protecting and
projecting brand voice. Tweets and posts can be seen by hundreds (if not hundreds
of thousands) of people, so proofreading is one of the most important elements to
include into your process. Designating a proofreader for all outgoing posts may
seem like a large resource allocation, but it will prevent many headaches in the
future. At Global Response, each team has a dedicated proofer, whom ensures
brand voice and offers response ideas in real time.
d) Determine Point of Contact for Agency and Brand – If you are
attempting to manage the team yourself, it will quickly become apparent that
much liaising is required between social media and upper management. Having
one key-holder to manage the social team and sell success to upper management
is important in establishing social as a cultural and customer service success within
your organization. At Global Response, our project managers are your primary
point of contact, with full visibility into team performance and close communication
with upper management.
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Your brand. Our passion. 800-537-8000 | www.globalresponse.com
3. Activating the Contact Center for Social Media Customer Care |3
2. Getting Started
a) Determine a Management Platform – It is important to note that all
management platforms are not built the same; choosing the one that is the right fit your
company is important. Hootsuite is a good starting point, but Spredfast may be a better
bet if you are looking for real-time customer service tracking and brand-safety tools.
Social Customer Care Workflow
Develop a process for how the internal
and external teams handle engagment
b) Determine Human Resource Scheduling – It is important to spread out
and response in the social space. team members’ time so that they can at least cover business hours. Management and
Here is an example: infrastructure must be available during all times of coverage; at Global Response,
we can staff to need, with dedicated Brand Care Specialists fully assigned to
your brand and a flexible operational environment that can be customized to
your requirements.
c) Pre-write templated responses for various inquiries – After
doing an initial audit of your brand’s share of voice and the types of inquiries
coming in, make sure to pre-write, practice, and document the best-practice
responses for your team. First, arm them with the brand voice and suggestions
for responses, then test and learn to see how those responses are received, and
how you can improve for the future. Given the nature of social media, it is
important to realize that a pure conversation will always be preferred to a script.
People want to feel valued by and engaged with a brand. If you always stick to
a script, your conversation will go stale, and customers will stop engaging with
your brand organically over time.
d) Determine outbound search and response buckets for upselling /
conquesting opportunities – One of the real benefits of social media, especially
Twitter and Pinterest, is the opportunity to proactively upsell products to like-minded
customers. This means that if you are a party supply store, you can actively search
for people on Twitter who are talking about their “birthday” or are planning their
“wedding” and engage with them in a natural manner. Often this will take the form of
congratulating them on their life event, as well as inquiring as to whether you can be of
help, or if they have heard of your party supplies.
3. Conclusion
Social media is a fairly new frontier for customer care. It must be approached from the
perspective of Brand Care. Putting in place the proper processes, staffing, and mindset will
allow you to harness social media interaction with customers to refer qualified return traffic,
build brand equity, and drive sales.
Global Response is the Brand Care Call Center with 38 years ex-
perience. We understand the importance of delivering the high-
est level of customer care across all channels, including social
media. We have the trained Brand Care Specialists, the technol-
Brand Care Call Centers
ogy, and the experience to join the online conversation on your
behalf and deliver outstanding Brand Care. Stay up to date with 800.537.8000 globalresponse.com
more Global Response posts at globalresponse.com/blog/
Your brand. Our passion. 800-537-8000 | www.globalresponse.com