utilizing social media strategies on customer service

SOCIAL MEDIA STRATEGIESCUSTOMER INTERACTION

VOICE OF THE CUSTOMER

CALLS | CHAT | EMAILS | SURVEYScompanies control

BLOGS | TWITTER | FACEBOOKcustomers influence

REACTIVESLOW RESPONSE

PROACTIVE INSTANT

VIRAL

CUSTOMER SATISFACTION

READINESS

•WHO OWNS IT?

• STAKEHOLDERS (department alignment)

• COST EFFECTIVENESS

• PREPARE & EXPECT RISKS

TECHNOLOGY

• KNOW & UNDERSTAND THE TOOLS

•USE ONLY WHAT YOU NEED

• CHOOSE THE BEST WAY TO ENGAGE, NOT JUST TO INFORM

• INTEGRATE WITH CUSTOMER INFO AND KNOWLEDGE BASE

COMMUNITY

• A HUMAN’S TOUCH

• COLLABORATION

• ASK HELP FROM LOYAL CUSTOMERS

• TRANSPARENCY

TACTICS

THE RIGHT PEOPLE

• KNOWS THE VIRTUAL SPACE

• CUSTOMER CENTRIC

CONTENT

• FREQUENCY

•MISTAKE OF HODGEPODGE INFO

• CORRECT TOOL TO DISSEMINATE

MONITORING

• ACTIVE LISTENING

•MAKE IT PERSONAL (customer file)

• SEGREGATE INTO GROUPS

TAKE ACTION

LOOK OUT FOR...

•APOLOGIES AND EXCUSES - “I’m sorry, we get hundreds of tweets and posts a day...”

•SILENCE - “.........”

•PR RED FLAGS - look within

•SAME TACTICS ONLY MOVED TO SOCIAL MEDIA

DON’T FOCUS ON THE TECHNOLOGY

IT’S ALL ABOUT CUSTOMER EXPERIENCE

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