Living Up to Your Brand PromiseSteve Boucher
Senior Director of Marketing & Communications
Southern New Hampshire University
One Thousand Times Over….
The Importance of a Promise
Social Media Promises Require Time
The StruggleAccording to the National Center for
Charitable Statistics, there were 7,767 non-profit organizations in the state of New Hampshire in 2010.
Each one of these organizations is fighting for the same piece of the charitable giving pie.
Those with the means to give are inundated with messaging from organizations seeking to grow and thrive.
The OpportunitySocial media provides an opportunity to
innovate and set your organization apart.
Where the Battle Will Be Won
Answering the Wake Up CallAccording to Social Bakers’ social customer
care analysis, social media properties monitored by brands were only answering about 30% of questions posed via social media in 2012.
In 2013, brands doubled their response rate to social questions to 62%. That represents a 143% year-over-year increase!
The Justification71% 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 don’t receive a response. (NM Incite)
Fifteen Tips to Customer Service Success
1. Be Timely
The New Expectation51% of Facebook users expect a same-day
response.52% of Twitter users expect a response
within two hours.(Salesforce Desk)
2. Be Accurate
3. Be Open to Criticism & Act on It
4. Set Ground Rules
5. Don’t Censor
6. Be Transparent
7. Be Human
8. Feature Compelling Content
9. Amplify Your Message
10. Have a Plan
11. Take Reasonable Risks
12. Communicate Frequently (w/caveat)
13. It’s About Conversations
14. Ask Questions
15. Keep Your Promises
Thank You (Again)!