SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
TOP TEN TAKE AWAYS – USEFUL SOCIAL MEDIA CONFERENCE
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
1. Make ordinary moments, extraordinary
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
2. Marketing started the game, but customer service will win it for the brand.
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
3. Have an escalation procedure in place before a crisis happens
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
4. Focus on your customer’s time, not the rep’s handle time
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
5. 32% of brands have a dedicated support handle
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
6. Provide in channel
resolution, not
deflection
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
7. Approach social media like a friend,
not a company
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
8. Collaboration between teams is
imperative to supporting customers
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
9. Online, acknowledging the customer’s issue is the best thing
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
10. Thank you
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
Matthew Finneran | @mattfinneran| @sparkcentralHQ