Proactive customer service online

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Leigh George, PhD, Director of Branding and Digital Strategy at R2integrated, discusses the power of incorporating proactive customer service in your social media strategy.

Educação

Ace Hotel
Photo Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge

Ace Hotel
Photo Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge

Don’t Sell – Offer Value
Photo Credit seedmagazine.com All Rights Reserved. Copyright 2012 @leighgeorge

Social media
empowers customers
Photo Credit butterflypublisher.com All Rights Reserved. Copyright 2012 @leighgeorge

Use the social web to
inspire advocates
Source twitter.com All Rights Reserved. Copyright 2012 @leighgeorge

Create positive experiences
Source Instagram All Rights Reserved. Copyright 2012 @leighgeorge

Build relationships
All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook

Convenience
All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook

Personalization
All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix

Transparency
All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix

Monitor conversations
Social customers will tell an average of 42 people about a good customer
experience, and they will tell an average of 53 others about a bad customer experience.
All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer

Be proactive in your response
All Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter

Set expectations for
responsiveness “Just over half of Facebook users
and more than 8 in 10 Twitter users
expected to receive responses to
questions or concerns posted on the
social networks in a day or less”
All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer

The business case
for a service culture
Photo Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge

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Proactive customer service online

1. Building Brand Advocates

8. Social Proof Brand advocates write more than twice as many communications about brands as the average web user. More likely to share a great experience about a product. 50% Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorge MORE LIKELY to influence a purchase 75%

14. Monitor conversations Social customers will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience. All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer

16. Set expectations for responsiveness “Just over half of Facebook users and more than 8 in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less” All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer

18. Contact Me: Leigh George, PhD, Director, Digital and Brand Strategy lgeorge@r2integrated.com http://www.linkedin.com/in/leighgeorge @leighgeorge Questions? All Rights Reserved. Copyright 2012 @leighgeorge

Proactive customer service online

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