social customer care: four quotes, one whitepaper

Come to the edge, he said.

They said: We are afraid.

Come to the edge he said.

They came.

He pushed them and they flew

““

Guillaume Apollinaire, french poet

Guy StephensSocial Business #2, 14.03.2012

Social customer care: Four quotes, one whitepaper

A little bit about me

@guy1067

http://beingguy1067.com

In/guy1067

guy.stephens@capgemini.com#socialmedia #scrm #custserv #smgov #gamification

Career: 14 years in the digital space, with the last six in social media. Set up the use of social media customer service at The Carphone Warehouse in 2008

Speaking: Customer Contact Association, Institute of Customer Service, Society of Consumer Affairs Professionals in Europe, European Customer Experience World, European Data Protection Summit, Retail Systems, Welsh Contact Centre Forum, WOMMA (USA), MyCustomer.com, Econsultancy

Forrester Report: How Carphone Warehouse Uses Twitter and Social Media to Transform Customer ServiceFounding Council: BestServiceOne.comCommittee Member: Digital Surrey

‘…one of the world’s leading thinkers’ on social media customer service’ (Dave Chaffey)

Guy Stephens, 12 February 2012

3© 2010 Capgemini. All rights reserved.

Guy Stephens, 12 February 2012

4© 2010 Capgemini. All rights reserved.

A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter – and getting smarter faster than most companies

““1999

Guy Stephens, 12 February 2012

5© 2010 Capgemini. All rights reserved.

The old, centralised approach to public service delivery is broken“

“

2011The Open Public Services White Paper sets out how the Government will improve public services. By putting choice and control in the hands of individuals and neighbourhoods, public services will become more responsive to peoples’ needs.

government services wherever you are...“

“

Guy Stephens, 12 February 2012

6© 2010 Capgemini. All rights reserved.

2011Five Principles Wherever possible we will increase choice Public services should be decentralised to

the lowest appropriate level Public services should be open to a range

of providers We will ensure fair access to public services Public services should be accountable to

users and to taxpayers

Guy Stephens, 12 February 2012

7© 2010 Capgemini. All rights reserved.

The new Web ... think of a shared canvas where every splash of paint contributed by one user provides a richer tapestry for the next user to modify or build on

“

“

2006

Guy Stephens, 12 February 2012

8© 2010 Capgemini. All rights reserved.

We are increasingly becoming one another’s infrastructure

“ “

2010

Guy Stephens, 12 February 2012

9© 2010 Capgemini. All rights reserved.

What happens when we treat customers as part of the company?

“ “

2011

Decision-making is becoming more agile

Guy Stephens, 12 February 2012

10© 2010 Capgemini. All rights reserved.

Complaining is a game!

Guy Stephens, 12 February 2012

11© 2010 Capgemini. All rights reserved.

...hate, dislike, late, fail, rude, ruined, queue, worst, unhappy, missed, break...

...deliver, exchange, refund, broadband, crisis, firestorm...

Verbs matter

Guy Stephens, 12 February 2012

12© 2010 Capgemini. All rights reserved.

Service is becoming personalisable, customisable, ‘on-the-fly’

Guy Stephens, 12 February 2012

13© 2010 Capgemini. All rights reserved.

A different type of customer service is emerging

Guy Stephens, 12 February 2012

14© 2010 Capgemini. All rights reserved.

The service ecosystem

Guy Stephens, 12 February 2012

15© 2010 Capgemini. All rights reserved.

Customer service is becoming asynchronous, disjointed, impulsive, experientialempathetic…

Guy Stephens, 12 February 2012

16© 2010 Capgemini. All rights reserved.

Different literacies, currencies, gestures, roles are emerging

Guy Stephens, 12 February 2012

17© 2010 Capgemini. All rights reserved.

Find yours

Guy Stephens, 12 February 2012

18© 2010 Capgemini. All rights reserved.

The Law of Requisite Variety

Guy Stephens, 12 February 2012

19© 2010 Capgemini. All rights reserved.

If a system is to be stable the number of states of its control mechanism must be greater than or equal to the number of states in the system being controlled

Guy Stephens, 12 February 2012

20© 2010 Capgemini. All rights reserved.

BE BRAVE...fly

More information

About Capgemini

Guy Stephens, 12 February 2012

21© 2010 Capgemini. All rights reserved.

More information

Please contact:

•Guy Stephensguy.stephens@capgemini.com

•Twitter@guy1067

Guy Stephens, 12 February 2012

22© 2010 Capgemini. All rights reserved.

www.capgemini.com

The information contained in this presentation is proprietary. ©2010 Capgemini. All rights reserved