becoming a social business | pace 2014

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Becoming a Social Business Social Strategy1 | Stratus Contact Solutions SOCIAL STRATEGY1 | PRESENTATION

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"Becoming a Social Business" is for business leadership who need to shift social media from just a function to a business-wide strategy.

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Page 1: Becoming a Social Business | PACE 2014

Becoming a Social Business

Social Strategy1 | Stratus Contact Solutions

SOCIAL STRATEGY1 | PRESENTATION

Page 2: Becoming a Social Business | PACE 2014

What customers say online

What the call center hears

=SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Page 3: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Social media as a function

Social Media

Page 4: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Social media as a strategy

Page 5: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Becoming a social business

Customer

Acquisition

Customer

Retention

Customer Data

Page 6: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Social Media Leadership

• What executives need to know about social

• Outline best practices for success

Page 7: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

ILD Corp Brands

Page 8: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Page 9: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Future of communication

The way people communicate has shifted to the web

• More than 2 billion people are using social media across more than 100 social media channels

• More than 85% of online purchases are driven by online ratings and reviews

• There are more than 175 million Internet enabled smartphones in the US alone

• More than 30% of Americans have dropped their landline service in favor of a smart phone

Page 10: Becoming a Social Business | PACE 2014

Your customers are connected & they research buying decisions online.

Page 11: Becoming a Social Business | PACE 2014

What if you could record customer life events?

Page 12: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Moving to a new city

Page 13: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Starting a new job

Page 14: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Getting married

Page 15: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Having a new baby

Page 16: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Ready for a change

Page 17: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Social listening data

• Identifies customers at a point of need

• Net Promoter without the survey

• Measure actual referrals, public sentiment and your brand reputation

Page 18: Becoming a Social Business | PACE 2014

Social in the contact center

Page 19: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Social in the contact center

• Save money

• Prevent Crisis

• Improve brand perception

• Create a new channel for outbound

Page 20: Becoming a Social Business | PACE 2014

Save money

Page 21: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Social is cost effective

Page 22: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Answer in the same channel

Page 23: Becoming a Social Business | PACE 2014

Prevent Crisis

Page 24: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Complaints can go viral

Page 25: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Real agents are the best defense

Page 26: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Staff when customers are online

Page 27: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

4,000 tweets every second

Page 28: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Social agents are different

Social agents require different skills

• Excellent written communications

• Aptitude for marketing

• Understanding of the media (Facebook vs. Twitter)

Page 29: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

One to One vs. One to Many

Voice one to one channel

Social Media one to many

channel

Page 30: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Fixed Tasks vs. Flexible Tasks

• Call center agents handle repetitive tasks with fixed responses well.

• Social agents need to be flexible and handle varying tasks across multiple channels.

Page 31: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Escalation process

Page 32: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

If a crisis happens

• React quickly

• Senior level response

• Agents engage one on one

• Address each mention

Page 33: Becoming a Social Business | PACE 2014

Improve brand perception

Page 34: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Delight customers publicly

Page 35: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

A new sales channel

Page 36: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Customer success

Help customers

make the switch

when they are

dissatisfied with

their current

providers for a

reduced CPA

Page 37: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Key takeaways • Voice of the customer is often much different

online than in the call center.

• Just because you have a Facebook page doesn’t make you a social business.

• Social is a interactive channel. You must plan a broad strategy for both inbound and outbound communication.

• Social media agents and call center agents have different skills. Agents must understand social is a one to many channel.

Page 38: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Call center consultation

For your free social media consultation,

please visit our booth or request a demo online.

Socialstrategy1.com/social-media-consulting-for-call-centers/

Learn more

Page 39: Becoming a Social Business | PACE 2014

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Thank You

Jim IyoobSVP Corp Dev, ILD Corp.

[email protected]

@jiyoob

Mike LewisCEO, Chairman, ILD Corp.

[email protected]

@Michael_F_Lewis