utilizing social media strategies on customer service
DESCRIPTION
Utilizing Exceptional Social Media Strategies in Developing Excellent Customer Interaction Platforms. My presentation at the 6th Annual Customer Interaction Asia Pacific event organized by Frost & Sullivan.TRANSCRIPT
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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