twin city sales and marketing business and social media
Post on 17-Oct-2014
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DESCRIPTION
Customer service 2.0 - How companies are dealing with the voice of the new customer and making the most out of the wide variety of social media options available to them.TRANSCRIPT
October 27, 2010
Business and Social Media:Customer Service 2.0
#smCS
Kristen Daukas - Twin City SAM
Customer Service 2.0A Wake Up Call
Business and Social Media: Customer Service 2.0 #smCS
Using Social Media to Improve Customer Service
Business and Social Media: Customer Service 2.0 #smCS
So, Where Should You Be?
✤ Blogging
✤ Foursquare/Yelp (location based marketing)
✤ YouTube
✤ Groupon
✤ QR Codes
While You Weren’t Looking..
This is what can happen on your Facebook page
if you’re not monitoring.
Getting the most from Social Media
✤ Blending if you can
✤ Cross promoting when you can
✤ Contests
✤ Engagement
✤ Captive audience
✤ Plug ins/3rd party apps
Match When and WhereYou Can..
Cross Promote When You Can
Engagement and Settings
If you can’t swing a designer, 3rd party apps to help your FB page stand out.
Take some time and..
✤Write blog article
✤Post blog article
✤Include keywords and categories for SEO
✤Syndicate to (5) social bookmarking sites
✤Reply to blog comments on your blog
✤Comment on (5) industry blogs
✤Grow and manage Facebook network
✤Update Facebook business page
✤Manage LinkedIn account
✤Send 3 industry specific tweets
✤Send blog post through Twitter
✤Add video content to YouTube
✤Plan online press release
✤ Problem resolution
✤ Positive brand image
✤ Staff involvement
✤ Cost reduction
✤ Conversation monitoring
✤ Customer awareness
✤ Quick response
✤ Engaging conversation
Twitter, Tweeps & the Twitterverse
We Are Here and We Are Ready
This exchange actually took place - no actors were used.
zazzle: @KristenDaukas Have you already contacted our support team about this issue?
Me: @zazzle It’s not you.. Out of your hands..I never thought it would take 10 days to get here. Only @UPS can help me now. Or Santa.
zazzle @KristenDaukas Well, it can’t hurt to try! Shoot an email w/details: http://bit.ly/11XytN
UPS @KristenDaukas Let’s see if we can help. Please send your contact info + tracking # to [email protected].
Me: @UPS You will be my hero if I get these shirts in time for my party on sat. Sending info now.
A Good Tweeter Will...
✤ Engage
✤ Be Active
✤ DON'T SELL
✤ Retweet other people's stuff
✤ Provide Value
✤ Be Funny
✤ Don't use direct messages to Market
✤ Use Lists - Organize and filter
Local Companies Who Get it
Work Smarter.. Not Harder
Monitor your name, brand name, trending topics, competition, etc. Allows posting to multiple accounts without having to log in and out.
* Offers analytics
* Offers cross account posting
* If you have more than one “identity” you’ll want it to support that
* Can be accessed on line (you may find yourself w/o laptop)
Google Alerts
Google Alerts are email updates of the latest relevant Google results (web, news, etc.) based on your choice of query or topic. Enter the topic you wish to monitor, then click preview to see the type of results you'll receive.
Addict-o-matic
Everything is on one page. It searches Twitter, Bing, Google, YouTube, FriendFeed, Flickr, Truveo, WordPress, Yahoo, Ask.com, Wikio, Twingly, Tweetmeme, and Blinkx.
Trackur
In addition to monitoring other sites, Trackur monitors Facebook mentions
