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Whoops here comes social martin hill wilson
1.
Whoops ! Here Comes
Social Starring Your Customers Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
2.
Social Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012
3.
BECAUSE…
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
4.
From This...
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
5.
..To This
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
6.
A Natural Evolution If
you sell on social networks, customer service will inevitably follow Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
7.
A Natural Evolution And
it has Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
8.
The Evolution If you
don’t get service right via your traditional channels Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
9.
It Goes Public
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
10.
But Discover The
Upsides Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
11.
And Reap The
Rewards Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
12.
Here’s A Thought
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
13.
Here’s Another Thought
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
14.
SO… what else changes?
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
15.
Becomes An Internal
Catalyst Social interactions make issues visible “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” Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
16.
Transforms Your Options
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
17.
Inspires New Models To
Get Things Done Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
18.
Builds Brand Value But
it’s tough to stay in credit Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
19.
If You Are
World Class social customer service then adds to brand equity Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
20.
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. Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
21.
Maybe The 1st
Milestone? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
22.
How Will It
All Work Out? “Social media has changed customer service from being a support function to being an extension of marketing” Webinar poll of 130 call centre managers Agree or Disagree? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
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