incorporating customer service into your social media strategy

Into Your Social Media Strategy

Incorporating Customer Service

TRUE VOICE MEDIA // www.truevoicemedia.com // @truevoicemedia // 215-948-2012

Consulting Workshops Resources

linkedin.com/in/jgibbard

Jeff GibbardPresident & Chief Strategist at True Voice Media Adjunct Professor, Speaker, Blogger & Podcaster

@jgibbard

google.com/+JeffGibbard

[email protected]


TRUE VOICE MEDIAThe Social Business Agency

!www.truevoicemedia.com

!215.948.2012

!@truevoicemedia


#SMSSummit

RULESInterrupt me Don’t fall asleep Tweet everything I say Tweet about how handsome I am Stay off Facebook Stay off email Call your mother (she worries)


I talk, you interrupt

break time

Workshop

AGENDA

ResourcesSlides, Links and Tools Mentioned

!

!

truevoicemedia.com/notes


Let’s Dive In


Clearing Up The B2B -Vs- B2C

Issue


“This Doesn’t Apply To My Business”


B2B -vs- B2C★Use the internet to find information

★Rely on friends, family and peers for advice

★Have questions, have needs

★Want their questions answered

★Want problems fixed


Customer Service Applies To All Businesses


What Is Social Customer Service?


Getting The Customer What They Need,

Empowered By Social Tools


Be

Helpful


Build

Relationships With Your Customers


Customer Service Isn’t Just About

Tweeting


Social Customer Service★Twitter, Facebook, Google+, Email, etc

★Support Forums

★YouTube Videos

★Manuals and Technical Descriptions

★eBooks, PDFs, and Whitepapers


The Customer Service

Imperative


The Customer

Is Changing


Internet Adoption &

Social Media

72% of Online Adults are

Social Networking Site Users

users

non-users


89% 78% 60%18-29 30-49 50-64 65+

How that breaks down by age

43%


Mobile

Is Right At Our Fingertips

Connection

Is Right At Our Fingertips

Information

TRUE VOICE MEDIA // www.truevoicemedia.com // @truevoicemedia // 215-948-2012It’s Part Of Our Everyday Life


Customers Don’t Use Phones Anymore, They Are Armed With One


Behavior


A Fun Experiment


What Would You Do?

...And Be Honest


If An Airline Cancels Your Flight While You Are On The Runway?


If You Order Delivery And There’s A Bug In Your Salad?


If You Buy A Product On Amazon And When It Arrives, It’s Different Than The Picture


If You’ve Wasted An Entire Day, Waiting For The Cable Guy

...Never Shows.


If You Go See A Movie That You Were Really Excited

About...It Sucks!


But Let Me Ask You This


Is There Anything

That Could Make It Right?


The Airline Could Help You Book A New Flight


The Restaurant Could Credit You Immediately And Send A New Salad


The Product Manufacturer Could Send A Replacement


The Cable Company Could Give You A Free Month Of Cable


The Theater Could Give You Free Passes


How Would That Change

Your Reaction?


Hooray!Boo!

Twice As Likely To Talk About Bad Customer Service

51%

22%

Positive reactions after getting a response

Posted a positive comment

Sentiment Shift


Expectations


According to the Lithium research,

74% of customers believe that if they take to social media to criticize a brand, this leads to better service.


42% Expect A Response Within 60 Minutes


What Makes Them Leave?

78%of consumers have

abandoned a transaction due to bad customer service


89%of consumers have

reportedly stopped doing business with companies

because of bad customer service

What Makes Them Leave?


73%55%

Friendly customer service representative

Easily find info or help needed

What Makes Them Stay?


36% 33%Personalized Experience

Good Reputation

What Makes Them Stay?


To recap, your customer...★Will go online

★Is more likely to complain than promote

★Expects a fast response

★Will leave, possibly forever, over bad customer service

★Will stay if you’re friendly, and provide help, personalized experience and have a good reputation.


What you probably need to do:★Be online

★Listen for and address complaints

★Provide a fast response

★Give great customer service

★Be friendly, provide help and a personalized experience. Manage your reputation.


But Wait There’s More


“What’s In It For Me?”


Social Customer Service...★Can reduce customer service costs

★Can increase customer loyalty

★Can open new sales opportunities

★Can improve products and services


The Art Of ”Doing It Right”


Six Aspects Of Excellent Social Customer Service★Speed

★Personality

★Ownership

★Listening

★Specificity

★Personalization


Culture Technology

Process

Things fall through the cracks

Slooooow & Buggy “Good in theory”

Break Time!

Workshop Time!


What you’ll need before we start★A computer, or tablet; or

★A pen and paper.


Get To Work!


Key Takeaways★There is a Social Customer Service Imperative

★You’ll need harmony between: Culture, Technology and Process

★Master the Six Aspects: Speed, Personality, Ownership, Listening, Specificity, Personalization

?TRUE VOICE MEDIA // www.truevoicemedia.com // @truevoicemedia // 215-948-2012

What Did You Think

Submit an evaluation here: jgibbard.com/eval

TRUE VOICE MEDIAThe Social Business Agency

!www.truevoicemedia.com

!215.948.2012

!@truevoicemedia


Jeff GibbardPresident & Chief Strategist at True Voice Media

Adjunct Professor, Speaker, Blogger & Podcaster

TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012

THANK YOU!

Go here, to find me everywhere: jgibbard.com

http://www.truevoicemedia.com


Data Sources Cited

http://econsultancy.com/blog/63750-72-of-customers-expect-complaints-on-twitter-to-be-answered-in-one-hour

http://www.convinceandconvert.com/the-social-habit/42-percent-of-consumers-complaining-in-social-media-expect-60-minute-response-time/

http://sproutsocial.com/insights/customer-service-response-time/

http://www.pewinternet.org/

http://BLS.gov

http://USAtoday.com

http://sproutsocial.com/insights/customer-service-response-time/

http://USAtoday.com

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