social media + customer service = engagement
DESCRIPTION
EngagemeTRANSCRIPT
@ShannonEastman
TitleSubtitleSocial + Customer Service
and the two strategies that make them so.
March 2012
@ShannonEastman
1. Audience poll!
2. What changed. What hasn’t.
3. Social for business does two things!
4. Engage this!
5. Practical Application
Contents
@ShannonEastman
Hands up!
@ShannonEastman
@ShannonEastman
The part that is changing…
@ShannonEastman
The part that is changing
@ShannonEastman
As buyers (your customers) As Sellers (your brand)
1. How your customers find and select you to meet their need.
2. How your customers show their appreciation or dissatisfaction.
3. The ‘whenever, wherever’ effect means your customers will engage you on their turf – whether you’re there or not.
1. You must look great on Google.
2. You need to be where your customers are with two different strategies.
1. Are you on Mobile? Yes or no? Revisit the existing communication channels to make sure they are still viable.
The part that is changing…
@ShannonEastman
That part that changed.
@ShannonEastman
Social does 2 things for business.
@ShannonEastman
Engage This! “united breaks guitars”
@ShannonEastman
They are lying if they say this is Engagement!
It’s not. It’s awareness. It’s Social PR. Important yes. But it’s certainly not engagement.
@ShannonEastman
Give us a reason to have a professional crush on you!
Or don’t! But choose.
1. Strategy that identifies all moments of truth for your customer.
2. Empowered front line staff.
3. A plan – complete with key words, key influencers, and a reason to be.
4. Diligent reporting complete with how to apply the insights in real time.
5. Measure sentiment = Grow the total universe. Increase the positive. Reduce the negative.
@ShannonEastman
Thank-you
Shannon Eastman Managing Director
077 2031 2585
@ShannonEastmanwww.linkedin.com/in/ShannonEastman