reinventing customer service
TRANSCRIPT
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
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Digital content and sites that allow consumers to connect and share everything from opinions and
recommendations to music, video and photos
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More SOCIAL than MEDIA
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The landscape is changing
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PROFOUND CULTURAL SHIFTWE ARE IN THE MIDST OF A
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Social Media allows us to express ourselves
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In an instant
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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
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Tuesday, September 27, 2011
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CON
SUM
ER A
BILI
TY T
O P
UBLI
SH
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PreconceptionsWhat you may have heard
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Killer app?
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Richard
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FrankTuesday, September 27, 2011
These Guys
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Time; Not Twitter
XTuesday, September 27, 2011
It Depends
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Whatʼs Out There?
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Reactive: respond
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Reactive:Find and respond
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Reactive:Direct into Funnel
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ProactiveTuesday, September 27, 2011
MisconceptionsWhat I’ve heard
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Killer App
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Talking makes things better
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One Size Fits All
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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...
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One Size Fits AllTuesday, September 27, 2011
My PerceptionCustomer service and social media
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Competitive Advantage
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Are we training people to shout at us online?
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Canadian Example
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Directions
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Don’t push the toothpaste back into the tube
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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
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Start Now
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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
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Social Business
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Social Business Models
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Impact of Social Media
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THANk YOU
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Resources
edlee.ca/reinvent-customer-service
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QUESTIONS?
[email protected]@edleeslideshare.net/edleelinkedin.com/in/edlee
Tuesday, September 27, 2011