Customer Service and Reviews with Social Media

466 views

Published on

Customer Service and Reviews with Social Media. Week 13 for PRL 408 at Utica College. Spring 2014.

Published in: Social Media, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
466
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Customer Service and Reviews with Social Media

  1. 1. Week #13 April 23, 2014 UticaCollege PRL 408: Social Media ThomasArmitage
  2. 2.  Importance of customer service  Who's responsible  Tips for a good experience  Brands doing it right  Your experiences  Online reviews  Why are reviews important?  Where can someone leave a review?  How can you get reviews?  Tips
  3. 3.  “Customer service is a fundamental activity for businesses participating in social media. Any time a business comes in contact with someone in social media, then there is an opportunity to raise interest, create desire and influence actions.” – Stuart Davidson
  4. 4. (Smith, 2013)
  5. 5. (Fell, 2013)
  6. 6.  62% of brands are replying to questions and comments on social  57% of customers think a brand’s customer service should be the same on weekends  72% of customers said that they expect a response from a brand within an hour  24 hours average Facebook response time  11 hours averageTwitter response time (Mendenhall, 2014)
  7. 7.  Answer quickly  Use the right tools (CRM?)  Have a separate account?  30% of top brands now have dedicated customer serviceTwitter accounts  Aim for single-contact resolution  Train your staff and have a plan in place  Be generous (Belosic, 2014)
  8. 8.  Best Buy  Subway  Target  Walgreens  J.C. Penney (Stampler, 2012)
  9. 9.  Supervalu  Cablevision  Publix  A&P  Shoprite (Stampler, 2012)
  10. 10.  Throughout the semester, which brands responded and reacted to your tweets?  What are some brands you’ve seen who have done a good job at using social media as a customer service tool?
  11. 11. (XXX, 2013)
  12. 12.  2008: $21.4 million profit  2009: $6.9 million profit  2010: $900,000 profit  2011: $3.5 million loss (Romenesko, 2013)
  13. 13. (Gesenhues, 2013)
  14. 14.  90% of respondents said that positive online reviews influenced buying decisions  86% said buying decisions were influenced by negative online reviews  Word of mouth = trust  Short term: Sales  Long term: Reputation  Higher search rankings (Gesenhues, 2013)
  15. 15.  Retailer website/e-commerce website  Google+ (formerly Google Local, Places)  Yelp  Facebook  LinkedIn  Angie’s List  Yahoo Local Listings (Eridon, 2012)
  16. 16.  Local search is the easiest way to access reviews of local co
  17. 17.  Why does the social team often get sucked into managing this?  How can you obtain reviews?
  18. 18.  Create pages/profiles and/or built functionality into your ecommerce system  Good products/service  ASK!  Traditional  Email newsletter  Social media
  19. 19.  Don’t offer incentives  Don’t create fake reviews  Make it easy for customers. Provide links.  Do it promptly since people are most likely to give you feedback right away  Reminder emails (Shotland, 2011)
  20. 20.  Managing a Personal Brand, Job Searching via Social Media  To do:  Work on final paper  Read chapter 8 in the text  Read articles from #UticaCollegeSM and comment  Imgur presenter should be ready to present
  21. 21.  Belosic, J. (2014, February 17). 5 ways to offer social customer service with Facebook. Social Media Examiner. Retrieved onApril 19, 2014 from http://www.socialmediaexaminer.com/social-customer-service-facebook/  Davidson, S. (2014, February 7). Using social media for customer service. stuartjdavidson.com. Retrieved on April 19, 2014 from http://stuartjdavidson.com/social-media-customer-service/  Eridon,C. (2012, October 23). 12 places businesses should be collecting online reviews. HubSpot Blog. Retrieved onApril 19, 2014 from http://blog.hubspot.com/blog/tabid/6307/bid/33741/12-Places-Businesses-Should-Be- Collecting-Online-Reviews.aspx  Fell, J. (2013, February 22). 4 quick tips for using social media for customer service. Retrieved on April 19, 2014 from http://www.entrepreneur.com/article/225912  Gesenhues, A. (2013, April 9). Survey: 90% of customers say buying decisions are influenced by online reviews. Marketing Land. http://marketingland.com/survey-customers-more-frustrated-by-how-long-it-takes-to-resolve- a-customer-service-issue-than-the-resolution-38756  Mendenhall, N. (2014, February 11). 10 reasons why you need to improve your social media customer service. Social MediaToday. Retrieved on April 19, 2014 from http://socialmediatoday.com/nate-mendenhall/2161881/10- reasons-why-you-need-improve-your-social-media-customer-service  Mouw, S. (2013, September 5). 4 steps to leveraging customer reviews online. Brand Driven Digital. Retrieved on April 19, 2014 from http://www.branddrivendigital.com/customer-reviews/  Romenesko, J. (2013, October 30). ‘Change is hard:’ Consumer Reports restructures to survive in the digital era. jimromenesko.com. Retrieved on April 19, 2014 from http://jimromenesko.com/2013/10/30/change-is-hard- consumer-reports-restructures-to-survive-in-the-digital-era/  Smith, B. (2013, May 9). Using social media as a customer service tool. Social MediaToday. Retrieved onApril 19, 2014 from http://socialmediatoday.com/brianna5mith/1373121/using-social-media-customer-service-tool- infographic  Shotland,A. (2011, September 12). 5 tips to get more online customer reviews. SearchEngineLand. Retrieved on April 19, 2014 from http://searchengineland.com/5-tips-to-get-more-online-customer-reviews-92311  Stampler, L. (2012, June 12).These are the bets (and worst) brands in social media for customer service. Business Insider. Retrieved on April 19, 2014 from http://www.businessinsider.com/these-companies-are-major-brands- that-are-the-best-and-worst-at-using-social-media-for-customer-service-2012-6

×