25. Remember This…
Social Media Helps
small companies look
bigger and big
companies get
smaller
29. How to handle negative sentiments
Identify the type of
feedback
Straight Problems Respond Fix it Follow Up
Thank to
Respond with
Constructive Criticism positive message
custommer for
their suggestion
Assure that we
Thank to
take steps to
Merited Attack Respond Promptly commenter about
correct the
the feedback
problem
Trolling/Spam Ignore Remove
30. High
Expectations
Spot Aim for
DISAPOINTED DEVOTED
Poor Great
Experience Experience
Avoid Go for
DISSAFECTED DELIGHTED
Low Creating Devoted Customer
Expectations by Andy Hanselman Consulting
31. The number one rule when responding to all criticism, even the
negative types; is to stay positive.
32. Take it like a market leader, and let them know we’re listening
Positive Outcome:
Customers won’t take the
We do not delete Strengthen Image as
Customer knows we message elsewhere
negative comments to Market leader by taking
LISTEN and CARE which makes us easier to
build Customers’ Trust criticism head on
monitor
CUSTOMER SERVICE SHOULDN’T JUST BE A DEPARTMENT, IT SHOULD BE THE ENTIRE COMPANYTony Hsieh, CEO of Zappos
They- we all – are getting “smarter’
Social Media Helps small companies look bigger and big companies get smaller
Implement a successful governance model.Streamline adoption with training and support.Develop and follow a consistent plan for social media.Establish a culture of data-driven decision making and accountability
SETTLED THE SOP, CHANGE THE COMPANY CULTURES, Ensure the previous feedback followed up and fixedFaktamenunjukkanbahwaangkakriminalitasmeningkatketikabanyakjendela yang rusakdantidakdiperbaiki
Samples of Basic Mistakes:Incorect Problem DiagnosisIncomplete or contradictory answersHaving Repeat information Number of Transfers to ‘Experts’Agent Attitude
Monitor What Customers Are Saying about Your BrandsHelp Companies search the millions of tweets to find relevant conversationCapture the conversation by creating new ticket that tracks the original ‘tweet’ & enables easy responseEasily funnel relevant solutions from knowledgebase into a tweetCreate reports to analyze how many ticket are being generated from ‘tweets’
Social Media Helps small companies look bigger and big companies get smaller
Harusadasebuahlangkahsimultan yang dilakukanoleh CS denganmencaritahukekecewaanpelangganuntukmenghindariketidakpuasan yang menimbullkanantipatipelanggan.Kuncinyaadalah; TAKING ACTION, not MAKING NOTES sehinggaakanmenyenangkanpelanggandanterus aim untukdicintaipelanggan.
Take it like a market leader, and then let them know we’re listeningChoosing to react in this way has multiple positive outcomes:The customers know we’re listening to them, and know that we care about themThe customers see that we aren’t deleting negative comments, and thus come to trust us, and our marketing message more. After all, we are showing that we are a transparent company.Customers won’t take the message elsewhere, because there’s no need to. This way, we can monitor the conversation and easily respond.we will be acting as a market leader by taking criticism head on. After all, we don’t need to hide from negative feedback because we’re a leader!