Incorporating Customer Service Into Your Social Strategy

Incorporating Customer Service Into Your Social Strategy

215-948-2012TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012

http://www.truevoicemedia.com


Jeff GibbardPresident & Chief Strategist at True Voice MediaSpeaker, Blogger & Coach

@jgibbard

google.com/+JeffGibbard

[email protected]

linkedin.com/in/jgibbard

TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012



TRUE VOICE MEDIAThe Social Business Agency

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215.948.2012

@truevoicemedia


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Workshop

AGENDA

ResourcesSlides, Links and Tools Mentioned

truevoicemedia.com/notes




True Voice Media // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012Let’s Dive In


Clearing Up TheB2B -vs- B2C

Issue




“This Doesn’t Apply To My Business”




B2B -vs- B2C★Use the internet to find information★Rely on friends, family and peers for advice★Have questions, have needs★Want their questions answered★Want problems fixed




Customer Service Applies To ALL

Businesses




What Is Social Customer Service?




Getting The Customer What They NEED,Empowered By

Social Tools




Be

Helpful




Build

RelationshipsWith Your Customers


Customer Service Isn’t Just About

Tweeting




Social Customer Service★Twitter, Facebook, Google+, Email, etc★Support Forums★YouTube Videos★Manuals and Technical Descriptions★eBooks, PDFs, and Whitepapers




The Customer Service

Imperative




The Customer Service

Imperativewhy?




The Consumer

Is Changing




Internet Adoption&

Social Media



72% of Online Adults are

Social Networking Site Users

users

non-users


89% 78% 60% 43%18-29 30-49 50-64 65+

How that breaks down by age




Mobile



Is Right At Our Fingertips

Connection

Is Right At Our Fingertips

Information

It’s Part Of Our Everyday Lives


Customers Don’t Use Phones

Anymore, They Are Armed With

One


Behavior




A FunExperiment




What Would

You Do?



...and Be HONEST


If An Airline Cancels Your Flight While You Are On The

Runway?




If You Order Delivery, And

There’s A Bug In Your Salad?




If You Buy A Product On Amazon, When It Arrives, It’s Different

Than The Picture




If You’ve Wasted An Entire Day, Waiting For

The Cable Guy...Never Shows.




If You Go See A Movie That You

Were Really Excited About...It Sucks!




But Let Me Ask You This




Is There ANYTHING

That Could Make These Scenarios Right?




The Airline Could Help You Book A

New Flight




The Restaurant Could Credit You Immediately And

Send A New Salad




The Product Manufacturer Could Send A Replacement




The Cable Company Could Give You A Free

Month Of Cable




The Theater Could Give You

Free Passes




How Would That Change

Your Reaction?




Hooray!Boo!

Twice As Likely To Talk About Bad Customer Service




Sentiment Shift

51%22%

Positive reactions after getting a response

Posted a positive comment




Expectations




According to the Lithium research,

74% of customers believe that if they take to social media to criticize a brand, this leads to better service.




42% Expect A Response Within 60 Minutes


What Makes Them Leave?

78%of consumers have

abandoned a transactiondue to bad customer service




89%of consumers have

reportedly stopped doing business with companies

because of bad customer service

What Makes Them Leave?




What Makes Them Stay?

73%55%

Friendly customer service representative

Easily find info or help needed




What Makes Them Stay?

36% 33%Personalized Experience

Good Reputation




To recap, your customer...★Will go online★ Is more likely to complain than promote★Expects a fast response★Will leave, possibly forever, over bad customer service★Will stay if you’re friendly, and provide help, personalized

experience and have a good reputation.




What you probably need to do:★Be online★Listen for and address complaints★Provide a fast response★Give great customer service★Be friendly, provide help and a personalized experience.

Manage your reputation.




But WAITThere’s MORE




“What’s In It For ME?”




Good Customer Service...★Can reduce customer service costs★Can increase customer loyalty★Can open new sales opportunities★Can improve products and services




The Art Of ”Doing It Right”




Six Aspects Of Excellent Social Customer Service★Speed★Personality★Ownership★Listening★Specificity★Personalization



Culture Technology

Process

The Three Enabling Factors

Culture Technology

Process

The Three Enabling FactorsThings fall through the cracks

Culture Technology

Process


“Good in theory”

Culture Technology

Process


Slooooow & Buggy “Good in theory”

TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012Break Time!

TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012Workshop Time!


What you’ll need before we start★A computer, or tablet; or★A pen and paper.




Get To Work!




Key Takeaways★There is a Social Customer Service Imperative★You’ll need harmony between: Culture, Technology and

Process★Master the Six Aspects: Speed, Personality, Ownership,

Listening, Specificity, Personalization




Data Sources Cited

http://econsultancy.com/blog/63750-72-of-customers-expect-complaints-on-twitter-to-be-answered-in-one-hour

http://www.convinceandconvert.com/the-social-habit/42-percent-of-consumers-complaining-in-social-media-expect-60-minute-response-time/

http://sproutsocial.com/insights/customer-service-response-time/

http://www.pewinternet.org/

http://BLS.gov

http://USAtoday.com





http://USAtoday.com

http://USAtoday.com

Jeff GibbardPresident & Chief Strategist at True Voice Media

Speaker, Blogger & Coach


THANK YOU!

Go here, to find me everywhere:www.jeffgibbard.com



http://www.jeffgibbard.com

http://www.jeffgibbard.com