Presentation I gave for Teleperformance customer 2012

1. Hi,
You are very welcome to use this material for your own personal use
However this material in not intended for unrestricted sharing. So
please ask me if you want to send this to others. Thank you!
If there is anything you want to ask or need help with please get in
contact. Always pleased to help. Some of the issues are also
debated on my blog (www.brainfoodextra.com) which is another free
source you can access
Martin (Hill-Wilson)
Email - martin@brainfoodextra.com
Twitter - martinhw
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

2. Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

3. Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

4. Social As Part Of A Full
Multi-Channel Strategy
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

5. Social Customer Service
Ecosystem
Forums
Forums
Ratings & Blogs
Reviews
WEB and more
Source:
SITE
Ideation
Q&A
Knowledge
and more
Base
Blogs
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

6. Social Listening
Forums
Forums
Ratings & Blogs
Reviews
WEB and more
Source:
SITE
Ideation
Q&A
Knowledge
and more
Base
Blogs
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

7. Industrial Strength
“We opened the doors to our Social Media Listening
Command Centre, which allows us to monitor over
22,000 daily posts related to Dell as well as
mentions on Twitter”
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

8. More Than Spreadsheets!
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

9. Social Analytics In Action
“Using a social media monitoring tool to identify
where we are being talked about, who is talking,
their sentiment towards us, their influence on others..”
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

10. Communities
Forums
Forums
Ratings & Blogs
Reviews
WEB and more
Source:
SITE
Ideation
Q&A
Knowledge
and more
Base
Blogs
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

11. A Catalyst
“What happens when we treat customers as part of the company?”
Lyle Fong
CEO & C0Founder
Lithium Technologies
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

12. Peer to Peer Support
Best ‘Story’
Moderators are all customer volunteers from all over the world
30 members contributed 44% of the solutions over last 3 years
community knowledge base to over 1200 articles in 12 months
20% reduction in call volumes
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

13. Taps Into Customer
Creativity
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

14. Encourages User Generated
Content
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

15. Generates Engagement &
Mutual Learning
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

16. Showcases Brand Values
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

17. Evolves Into Broader
Communication Strategy
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

18. Social Networks
Forums
Forums
Ratings & Blogs
Reviews
WEB and more
Source:
SITE
Ideation
Q&A
Knowledge
and more
Base
Blogs
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

19. YouTube
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

20. Facebook live community knowledge
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

21. Facebook self service knowledge
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

22. Facebook live chat knowledge
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

23. Facebook self service via mobile app
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

24. Twitter
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

25. Cross Channel
Customer Journeys
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

26. Examples
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

27. In Action
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

28. A New Workflow
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

29. Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

30. Preparing your social channel mix
1. Identify where your customers and
prospects spend time online
2. Define resourcing needs, and ‘opening
NOTES hours’
log 3. Cross promote other service options
a) Examples include “Find us on
Facebook”, “F ollow on Twitter”,
“Subscribe to our YouTube channel”,
“Join our Group”, “Become a Fan”).
4. Join up the journey across channels – in and
our of official hours
5. Rewrite your knowledge mgt strategy to
leverage socially sourced knowledge
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

31. Interaction Workflow
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

32. Signpost Service
Options
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

33. Dedicated Service
Accounts?
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

34. Adding In The Human
Chemistry
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

35. Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

36. UK, US & Global Competency
1 How long did they take to respond 2
to interactions on Twitter?
3
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

37. Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

38. Yet Another Silo!
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

39. Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

40. Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012

41. Thank You
Making Contact
martin@
@martinhw
brainfoodextra.com
Next Generation Thinking In Customer Service
A BrainFood Product © BridgeHouseConsulting Ltd 2012