Whoops here comes social martin hill wilson

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Whoops !

Here Comes Social

Starring Your Customers



BECAUSE…


From This...


..To This


A Natural Evolution If you sell on social networks, customer

service will inevitably follow


A Natural Evolution And it has


The Evolution If you don’t get service right via your

traditional channels


It Goes Public


But Discover The Upsides


And Reap The Rewards


Here’s A Thought


Here’s Another Thought


SO… what else

changes?


“Comcast’s social customer service

program continues to develop a culture

of customer-centricity

At the same time, the team is leading

internal efforts to transform products,

processes, and services”

Becomes An Internal Catalyst Social interactions make issues visible


Transforms Your Options


Inspires New Models

To Get Things Done


Builds Brand Value But it’s tough to stay in credit


If You Are World Class social customer service then adds to brand

equity


Here’s Their Key Insight

The key difference of Social Media is that, unlike other channels,

customers talk about you on sites across the internet instead of

talking with you directly

This means that we need to engage ourselves proactively in

conversations as opposed to our normal channels which are reactive.


Maybe The 1st

Milestone?


Agree or Disagree?

“Social media has changed

customer service from being a

support function to being an

extension of marketing”

How Will It All Work

Out?

Webinar poll of 130 call centre managers

Business

Whoops here comes social martin hill wilson