how social and digital customer service work together
TRANSCRIPT
T h e C o n v e r g e n c e O f S o c i a l A n d
D i g i t a l C u s t o m e r S e r v i c e
h o w b r a n d s a r e d e v e l o p i n g o m n i - c h a n n e l
s o c i a l / d i g i t a l s t r a t e g i e s a n d w h a t t h i s
m e a n s f o r c u s t o m e r s
Social balances Digital
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Into The Digital Blender…
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
…And Out Comes
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
“Amelia doesn’t have just an IQ, she has an EQ as well. She is equipped to sense human emotions and respond appropriately”
…And Out Comes
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
“Welcome to The Year Of
The Employee as I've
labelled 2015 in my
annual listing of CX
trends. Companies'
emphasis on culture,
training, and voice of
the employee will put
employees at the center
of CX attention this
year”
Meanwhile…
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
UK Rocks!
”In our view, empathy consists of three components: reassurance, authenticity, and emotional connection. Empathy goes beyond simply solving a problem. It involves making a customer feel valued.” – Lady Geek
Digital behaviour is evolving
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Omni This,Omni That
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Privacy Get Traded In
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Or Does It?
No such thing as legacy
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
In Active Use
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Digital Voice
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Digital Voice
How the best are doing it
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Argos Learns To Learn
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Argos Learns To Learn
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Argos Learns To Learn
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Argos Learns To Learn
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Argos Learns To Learn
Outstanding issues
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Investment Is Lagging
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Customer Hubs
S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e© Brainfood Consulting 2015
Customer Hubs
Social an essential part of being dig ital