Social Design To make it a better cat and mouse game
June 2012 – Rick Mans – Social Media Lead
Rick Mans
Capgemini
@rickmansslideshare.net/rickmansdontmindrick.com
We seem to be excited about great customer service
70% of all complaints on social media is because of a 'double
failure'
57% has to switch from web to phone
59% moderate to high effort to solve their issue
62% have to repeatedly contact the company to solve
the issue
79% of consumers have passed on a negative experience
82% will stop doing business with a company because of a
negative experience
Loyalty Prevention Department
Consumers are not the mice
What the audience is doing
Rick Mans
Capgemini
@rickmansslideshare.net/rickmansdontmindrick.com