Comm 610 Digital Presentation v2 (Audio Fixed)

1. Comm 610
Ann Jones
Digital Presentation

2. Analysis of the onboarding process for an airline
social media customer service team.

3.  More
companies are using Social Media to
interact with customers.
 Successful customer engagement begins with
careful analysis of information given (tweets
or posts) and public responses.

4. Customers can share a lot of info in 140
characters.
 Each tweet is analyzed for context clues
 Reviewing profiles, timeline and other mentions
give a clear picture of the customer


5. 
Audience Interpretation


New Hire audience- bridging the gap between
Reservations training and Social Media onboarding
Customers audience-relevant and authentic responses
for solutions in real-time

6. 

Through the current onboarding process, experienced
front-line airline employees become social media ninjas
They are able to solve customer issues, answer questions,
and even share a virtual high-five while protecting the
brand in a consistent voice

7.  Individual-
Well trained social media reps
increase the success of the entire team
 Organizations-
Provide an example of how
excellent customer service and engagement
can be done via social media channels
 Society-
Social media offers another, very
public avenue for interactions between
companies and consumers

8. 
Customers expect companies to be responsive
whether it’s online or by phone

Experienced front-line reps with social media
training are a great blend of customer service
and marketing

9. 
Social media is the future of customer service between
companies and customers

Proper training of social media reps is key for successful
customer engagement

It begins with understanding the communication from the
customer regardless of social media channel

10. 
Eisenberg, E., Goodall, H., and Trethewey, A. (2010) Organizational
Communication. Boston. Bedford/St.Martins

Argrawal, M., Oh, O., and Rao, H. (2012) Community Intelligence and
Social Media Services: A rumor theoretic analysis of Tweets during a
Social Crisis. McKinsey Quarterly, 37, p407-426.