age of the customer
TRANSCRIPT
Welcome to the
“age of the customer”
“In the world of Internet Customer Service, it’s
important to remember your competitor is only
one mouse click away.” - Doug Warner
YOU… are in charge!
Changing Customers’ Behavior
EXPERIENCE SOCIAL MEDIA LESS ADVICE COMPARISON EMPOWERED
Paradigm shift
customers
brands
brands
customers
Remember when everyone watched the same TV show at the same
time?
Or when everyone did their banking between 9:00 am and 3:00
pm?
“I’m sorry, please call during during normal office hours.”
Customers expect to access your company at anytime…
“The number of social media messages (requiring answers)
customers sent to brands has increased by 77% since 2013”
Sprout Social
Twitter: @mpace101
You don’t believe it?
If you want a
sense of where
the world’s
media habits are
headed, it makes
sense to watch
what kids are
doing.
More than ½ of
the world’s
population is
under 30… which
means they don’t
know life before
the internet.
“Social media has been added to the list of consumer expectations for access to live
support. Consumers expect more than marketing and promotions at social media sites;
they want direct access to product experts and service representatives.” - Oracle
Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East,
China), 18 years or older.
51% expect same-day, 29% <2 hours response!
Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East,
China), 18 years or older.
Customers’ expectations
81% expect same-day, 53% <2 hours response!
Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East, China),
18 years or older.
Customers’ expectations
So when you act
and when you don’t…
Old thinking
+
New Technology
=
ROI
(Risk Of Ignoring)
So, what should you do?
• Have social media in house,
• Hire and train the right talents,
• Make sure the customer service team is connected to
the call center team, to the PR team, and to the
Marketing team.
• Invest in the right tools,
• Monitor and listen,
• Document, measure, and review progress,
• Be flexible, change, and refine as social media evolves.
So, what should you do?
• Be sincere and transparent,
• Respond as soon as possible, to all feedback — good, bad or
indifferent,
• Know when to respond individually, and when to respond
publicly,
• Know when it’s time to move the conversation to a private
forum,
• Have a contingency plan.
So, what should you do?
YOU decide…
Thank You!