whoops here comes social martin hill wilson
DESCRIPTION
Keynote speaTRANSCRIPT
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Whoops !
Here Comes Social
Starring Your Customers
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
BECAUSE…
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
From This...
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
..To This
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
A Natural Evolution If you sell on social networks, customer
service will inevitably follow
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
A Natural Evolution And it has
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
The Evolution If you don’t get service right via your
traditional channels
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
It Goes Public
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
But Discover The Upsides
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
And Reap The Rewards
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Here’s A Thought
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Here’s Another Thought
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
SO… what else
changes?
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
“Comcast’s social customer service
program continues to develop a culture
of customer-centricity
At the same time, the team is leading
internal efforts to transform products,
processes, and services”
Becomes An Internal Catalyst Social interactions make issues visible
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Transforms Your Options
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Inspires New Models
To Get Things Done
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Builds Brand Value But it’s tough to stay in credit
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
If You Are World Class social customer service then adds to brand
equity
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Here’s Their Key Insight
The key difference of Social Media is that, unlike other channels,
customers talk about you on sites across the internet instead of
talking with you directly
This means that we need to engage ourselves proactively in
conversations as opposed to our normal channels which are reactive.
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Maybe The 1st
Milestone?
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S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012
Agree or Disagree?
“Social media has changed
customer service from being a
support function to being an
extension of marketing”
How Will It All Work
Out?
Webinar poll of 130 call centre managers