BrightCultures We provide end-to-end socia l customer care solut ions. We are the most experienced consultants in creating social customer care for regulated companies. Our unique blend of practical processes and people-thinking means we can help you integrate social media into every aspect of your social customer care offering. Whether you’re just starting up, or wanting to develop a 360° customer care centre, our background and expertise lies within: - Developing policies - Creating processes - Compliance - Project management - Strategy - Providing crisis frameworks and simulation - Evaluating tools and contracting with the best technology providers We work with internat ional brands and organisat ions that are heavi ly regulated.

“The partnership with BrightCultures and our team on our social strategy has been fantastic. Matching Danielle and Caz with our internal delivery team and our leadership has really worked for us. I love the way they work, and they have helped us deliver some great things, so thank you.” Gary Jenkins: Vice President – Comms, MBNA

O2 | We designed and ran an interactive crisis simulation to minimise the risks to the company of a crisis erupting on social, clarify internal processes around social media, underpin a new strategy for managing crises. Afterwards, it won industry plaudits during a network outage within a month of go live. CPM | CPM is the world's largest outsourced sales organisation and a leading contact centre agency. We designed an end-to-end social media servicing product that CPM could rollout to their customers. Our work included query handling process flows, command centre design and agent training and support.

Barclaycard | We designed and implemented the first social media servicing account in the UK from a compliance point of view. We worked with the risk and compliance team, as well as the FSA directly, to help them navigate this. UK credit card provider | We designed a social media strategy and created all the supporting materials to ensure a safe, compliant launch on social, including a risk framework for social, a crisis assessment and management model and social media guidelines. We also designed a social media servicing solution including creating process flows, engagement and affinity guidelines and training materials.

Barclays | We coordinated across various teams to create an end-to-end servicing process for social media. As part of this work we created social media guidelines for staff engagement, social media training materials and a social media risk framework.

If your customers are asking for help on social media and you are not responding you are damaging your business... • 71% of consumers who experience a quick and

effective brand response on social media are likely to recommend that brand to others, compared to just 19% of customers who do not receive a response. ~ NM Incite

• Companies delivering customer support through social media achieve superior gains – 7.5% vs. 2.9%. ~ Aberdeen

• 40% of unresolved complaints through social media resulted in phone calls ~ ClickFox