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Give your audience a better experience online. If your customer service strategy is solely to provide an email address and phone number to call during office hours, you're probably not doing enough. You can do better.Most colleges only see marketing opportunities when establishing a presence in social media. Little do they know that customer service IS a huge marketing opportunity and encourages positive word-of-mouth reviews from their communities.In this session, learn how to provide a 24/7 online service center for your audience by utilizing social media monitoring, live chat functionality, and other online tools that allow users to assist each other. Build a culture around customer service and you'll see an immediate boost in audience satisfaction.
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YOU CAN DO BETTERCustomer Service and Social Media
Monday, October 24, 2011
#SOC1@mikepetroff
Nice to meet you!
Emerson CollegeWeb and Enrollment Technology ManagerBoston, MA
Mike Petroff
#heweb11
Monday, October 24, 2011
#SOC1@mikepetroff
Nice to meet you!
Emerson CollegeWeb and Enrollment Technology ManagerBoston, MA
Mike Petroff
#heweb11
Monday, October 24, 2011
“Well done is better than well said.”
-‐ Benjamin Franklin
Monday, October 24, 2011
“Well done is better than well said.”
-‐ Benjamin Franklin
Monday, October 24, 2011
THE CUSTOMER CYCLE
Monday, October 24, 2011
University Spending
Monday, October 24, 2011
Customer Cycle Disconnect
Monday, October 24, 2011
Customer Cycle Disconnect
Monday, October 24, 2011
Monday, October 24, 2011
Stop treating your customers like one-night stands.
Monday, October 24, 2011
Our grandparents had it right.
Monday, October 24, 2011
Our grandparents had it right.
Monday, October 24, 2011
Our grandparents had it right.
Monday, October 24, 2011
Monday, October 24, 2011
Close, Personal Relationships With Customers
Monday, October 24, 2011
Monday, October 24, 2011
Share Product Recommendations and Personalize Information
Monday, October 24, 2011
Monday, October 24, 2011
Reputation Not Bought, But Earned by Customer Service
Monday, October 24, 2011
How Do We Scale Service?
Monday, October 24, 2011
How Do We Scale Service?
Monday, October 24, 2011
Listen
Monday, October 24, 2011
Listen
Monday, October 24, 2011
Set up Listening Stations
Monday, October 24, 2011
Set up Listening Stations
•Admissions•Financial Aid•Marketing•Academics•Alumni
•I.T.•Athletics•Crisis Comm•Public Safety•Housing
Monday, October 24, 2011
Google Alerts
Monday, October 24, 2011
Google Alerts
Monday, October 24, 2011
Tweetdeck & Hootsuite
Monday, October 24, 2011
Tweetdeck & Hootsuite
Monday, October 24, 2011
Tweetdeck & Hootsuite
Monday, October 24, 2011
Tweetdeck & Hootsuite
Monday, October 24, 2011
Tweetdeck & Hootsuite
Monday, October 24, 2011
Go Where Your
Customers Go
Monday, October 24, 2011
Go Where Your
Customers GoCollegeProwler.comStudentsReview.com
Unigo.comYahoo Answers
YelpCollege Confidential
Monday, October 24, 2011
Live Chat
Monday, October 24, 2011
Live Chat
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An example:
@OLARK
Monday, October 24, 2011
OLARKAn example:
@OLARK
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Why does it matter?
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Users spent 40% more time on e-commerce sites with live chat
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
Real-time Chat With Customers
Users were 300% more likely toreturn if they used live chat
Monday, October 24, 2011
Real-time Chat With Customers
Monday, October 24, 2011
You have to out-care your competition.
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You have to out-care your competition.
Monday, October 24, 2011
Crowdsource
Monday, October 24, 2011
Crowdsource
Monday, October 24, 2011
Build A Social Knowledgebase
Use staff and students to create a shared space for answers
Example: http://sunyoswego.wikispot.org/
Monday, October 24, 2011
Build A Social Knowledgebase
Use staff and students to create a shared space for answers
Example: http://sunyoswego.wikispot.org/
Think Bricks
Not Buildings
Monday, October 24, 2011
Take It Public
Monday, October 24, 2011
Take It Public
Get SatisfactionUserVoice
Monday, October 24, 2011
Focus on being proactive, not reactive.
Monday, October 24, 2011
Focus on being proactive, not reactive.
Monday, October 24, 2011
Focus on being proactive, not reactive.
Monday, October 24, 2011
Facebook and Twitter
Scale smart.Find brand ambassadors.
24/7 Customer Service
Monday, October 24, 2011
Facebook and Twitter
Scale smart.Find brand ambassadors.
24/7 Customer Service
Monday, October 24, 2011
Facebook and Twitter
Monday, October 24, 2011
Need to respond?There’s a workflow for
that...http://bit.ly/SM-response-guide
Facebook and Twitter
Monday, October 24, 2011
Monday, October 24, 2011
Monday, October 24, 2011
Monday, October 24, 2011
Monday, October 24, 2011
Learn from XBOX
Monday, October 24, 2011
Learn from XBOX
Monday, October 24, 2011
Measure
Monday, October 24, 2011
Measure
Monday, October 24, 2011
Survey Your Audience!
Your audience wants their voice heard. Control their megaphone.
Monday, October 24, 2011
Survey Your Audience!
Your audience wants their voice heard. Control their megaphone.
Monday, October 24, 2011
Monday, October 24, 2011
Feedback is powerful...
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when it leads to change.
Monday, October 24, 2011
Why It Matters
Monday, October 24, 2011
Why It Matters
Monday, October 24, 2011
Our Social Graph dominates how we interact with the web.
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Monday, October 24, 2011
CNN.com
Monday, October 24, 2011
CNN.comESPN.com
Monday, October 24, 2011
CNN.comESPN.com
Monday, October 24, 2011
CNN.comESPN.com
Monday, October 24, 2011
From Jeremiah Owyang (@jowyang)
Monday, October 24, 2011
GARY VAYNERCHUKDiscussing social media & business on MSNBC
Monday, October 24, 2011
GARY VAYNERCHUKDiscussing social media & business on MSNBC
Monday, October 24, 2011
Listen. Build. Scale.
Monday, October 24, 2011
You Can Do Better.
Monday, October 24, 2011
You Can Do Better.
Monday, October 24, 2011
QUESTIONS + THOUGHTS?
Monday, October 24, 2011
THANK YOU!Keep in touch.
Twitter: @mikepetroff Web: mikepetroff.com Blog: doteduguru.com
Check out FollowEDU.com
Monday, October 24, 2011
