reinventing customer service
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WHAT NO ONE’S TELLING YOU ABOUT CUSTOMER SERVICE AND SOCIAL MEDIA
SEPTEMBER 27, 2010Ed Lee, Director, Social Media
Tuesday, September 27, 2011
PreconceptionsMisconceptionMy PerceptionConception
REINVENTING CUSTOMER SERVICE
Tuesday, September 27, 2011
Digital content and sites that allow consumers to connect and share everything from opinions and
recommendations to music, video and photos
Tuesday, September 27, 2011
More SOCIAL than MEDIA
Tuesday, September 27, 2011
The landscape is changing
Tuesday, September 27, 2011
PROFOUND CULTURAL SHIFTWE ARE IN THE MIDST OF A
Tuesday, September 27, 2011
Social Media allows us to express ourselves
Tuesday, September 27, 2011
In an instant
Tuesday, September 27, 2011
Without much thought
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Before, during or afterTuesday, September 27, 2011
Social media is the new...Water Cooler Coffee Break Cigarette Break
Tuesday, September 27, 2011
Tuesday, September 27, 2011
Tuesday, September 27, 2011
Tuesday, September 27, 2011
CON
SUM
ER A
BILI
TY T
O P
UBLI
SH
Tuesday, September 27, 2011
PreconceptionsWhat you may have heard
Tuesday, September 27, 2011
Killer app?
Tuesday, September 27, 2011
Richard
Tuesday, September 27, 2011
FrankTuesday, September 27, 2011
These Guys
Tuesday, September 27, 2011
Time; Not Twitter
XTuesday, September 27, 2011
It Depends
Tuesday, September 27, 2011
Whatʼs Out There?
Tuesday, September 27, 2011
Reactive: respond
Tuesday, September 27, 2011
Reactive:Find and respond
Tuesday, September 27, 2011
Reactive:Direct into Funnel
Tuesday, September 27, 2011
ProactiveTuesday, September 27, 2011
MisconceptionsWhat I’ve heard
Tuesday, September 27, 2011
Killer App
Tuesday, September 27, 2011
Talking makes things better
Tuesday, September 27, 2011
One Size Fits All
Tuesday, September 27, 2011
Types of Consumers3Tuesday, September 27, 2011
1. Fans
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2. Critics
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3. Ragers
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I can start...
Tuesday, September 27, 2011
One Size Fits AllTuesday, September 27, 2011
My PerceptionCustomer service and social media
Tuesday, September 27, 2011
Competitive Advantage
Tuesday, September 27, 2011
Are we training people to shout at us online?
Tuesday, September 27, 2011
Canadian Example
Tuesday, September 27, 2011
Directions
Tuesday, September 27, 2011
Don’t push the toothpaste back into the tube
Tuesday, September 27, 2011
Learn, Store and Share
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Actionable Insights
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Integrate into existing systems
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Not a product plug
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ConceptionCustomer service and social media
Tuesday, September 27, 2011
Start Now
Tuesday, September 27, 2011
ANALYZELISTEN
LEARNAPPLY
SOCIAL MEDIA
AND
CUSTOMER SERVICE
What are people saying?Where? How? Who?
What does it mean?What can we change?
Weave the strands togetherActionRinse, Repeat
Tuesday, September 27, 2011
Social Business
Tuesday, September 27, 2011
Social Business Models
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Impact of Social Media
Tuesday, September 27, 2011
THANk YOU
Tuesday, September 27, 2011
Resources
edlee.ca/reinvent-customer-service
Tuesday, September 27, 2011
QUESTIONS?
edl@tribalddb.ca@edleeslideshare.net/edleelinkedin.com/in/edlee
Tuesday, September 27, 2011
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