Terrific slide deck from October 19, 2010 VITEC sponsored complimentary Webinar. Create content on social media and from Zena Weist, H&R Block Social Media Director. Check it out!
19. Revolving Hub & Spoke – H&R Block Social Media Team Legal HR Product Field Com IT Marketing R&D CS
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21. Some tools that will save you time & help you quickly find the solution that’s right for your specific business needs! Let’s take a look under the hood…
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32. So how do I begin or continue fine tuning my social media process?
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34. Let’s “Listen” in further on some things H&R Block is doing… Did you hear about…?
44. Our Response Process David Armano, Edelman 2010. Repurposed with permission by H&R Block.
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46. • Management buy-in is the key to successful social customer-engagement programs. (Manage) • Integrating social channels with traditional service processes is paramount. (Manage & Measure) • Identify the social channels that your customers engage in (Manage). • Engage with social customers in multiple channels if necessary (Monitor). • Customer support staff should take time to engage with customers on social channels (Monitor & Mediate). • More interactions generate a higher positive impact with social customers (Measure). • Companies with a longer history of engaging customers on social channels from a service perspective experience a more positive impact on their service goals (Measure). • Facebook and Twitter ranked similarly for effective engagement overall. (Monitor) Key Suggestions and Points to Start Improving your Company’s Social Channels
47. • Management buy-in is the key to successful social customer-engagement programs. (Manage) • Integrating social channels with traditional service processes is paramount. (Manage & Measure) • Identify the social channels that your customers engage in (Manage). • Engage with social customers in multiple channels if necessary (Monitor). • Customer support staff should take time to engage with customers on social channels (Monitor & Mediate). • More interactions generate a higher positive impact with social customers (Measure). • Companies with a longer history of engaging customers on social channels from a service perspective experience a more positive impact on their service goals (Measure). • Facebook and Twitter ranked similarly for effective engagement overall. (Monitor) Key Suggestions and Points to Start Improving your Company’s Social Channels
48. “ As organizations adopt social tools and strategies to engage customers from a service perspective, they expect this to have a positive impact on overall customer service goals and objectives.” Survey conducted by: The Social Customer & The Society of Consumer Affairs Professionals, June 2010 Of the 118 respondents, 61 percent (72) said efforts so far have had a positive impact , 36 percent (42) reported no noticeable impact, and only 3 percent (4) reported a negative impact. Survey conducted by: The Social Customer & The Society of Consumer Affairs Professionals, June 2010
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50. Questions? @vitecinc @zenaweist Copy of this presentation? www.vitecinc.com – V-Club … and that’s how the Social Media Square shapes up! Sustain your own Social Media Square through proper nurturing, measuring and adjusting! SM 4 Mediate Monitor Manage Measure