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This was the deck I used for a short talk I gave on social customer care at the Social Business Meet-up #2 organised by Will McInnes (@willmcinnes). The deck centres on the Open Public Services whitepaper published in 2011, and the backdrop against which it was published. The white paper talks about decentralising service to the 'lowest appropriate level'. My belief is that there is a fundamental disconnect between the understanding that decentralisation can be and is a conscious decision on the part of the government, versus the fact that people are simply decentralising at will.
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Come to the edge, he said.
They said: We are afraid.
Come to the edge he said.
They came.
He pushed them and they flew
““
Guillaume Apollinaire, french poet
Guy StephensSocial Business #2, 14.03.2012
Social customer care: Four quotes, one whitepaper
A little bit about me
@guy1067
http://beingguy1067.com
In/guy1067
[email protected]#socialmedia #scrm #custserv #smgov #gamification
Career: 14 years in the digital space, with the last six in social media. Set up the use of social media customer service at The Carphone Warehouse in 2008
Speaking: Customer Contact Association, Institute of Customer Service, Society of Consumer Affairs Professionals in Europe, European Customer Experience World, European Data Protection Summit, Retail Systems, Welsh Contact Centre Forum, WOMMA (USA), MyCustomer.com, Econsultancy
Forrester Report: How Carphone Warehouse Uses Twitter and Social Media to Transform Customer ServiceFounding Council: BestServiceOne.comCommittee Member: Digital Surrey
‘…one of the world’s leading thinkers’ on social media customer service’ (Dave Chaffey)
Guy Stephens, 12 February 2012
3© 2010 Capgemini. All rights reserved.
Guy Stephens, 12 February 2012
4© 2010 Capgemini. All rights reserved.
A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter – and getting smarter faster than most companies
““1999
Guy Stephens, 12 February 2012
5© 2010 Capgemini. All rights reserved.
The old, centralised approach to public service delivery is broken“
“
2011The Open Public Services White Paper sets out how the Government will improve public services. By putting choice and control in the hands of individuals and neighbourhoods, public services will become more responsive to peoples’ needs.
government services wherever you are...“
“
Guy Stephens, 12 February 2012
6© 2010 Capgemini. All rights reserved.
2011Five Principles Wherever possible we will increase choice Public services should be decentralised to
the lowest appropriate level Public services should be open to a range
of providers We will ensure fair access to public services Public services should be accountable to
users and to taxpayers
Guy Stephens, 12 February 2012
7© 2010 Capgemini. All rights reserved.
The new Web ... think of a shared canvas where every splash of paint contributed by one user provides a richer tapestry for the next user to modify or build on
“
“
2006
Guy Stephens, 12 February 2012
8© 2010 Capgemini. All rights reserved.
We are increasingly becoming one another’s infrastructure
“ “
2010
Guy Stephens, 12 February 2012
9© 2010 Capgemini. All rights reserved.
What happens when we treat customers as part of the company?
“ “
2011
Decision-making is becoming more agile
Guy Stephens, 12 February 2012
10© 2010 Capgemini. All rights reserved.
Complaining is a game!
Guy Stephens, 12 February 2012
11© 2010 Capgemini. All rights reserved.
...hate, dislike, late, fail, rude, ruined, queue, worst, unhappy, missed, break...
...deliver, exchange, refund, broadband, crisis, firestorm...
Verbs matter
Guy Stephens, 12 February 2012
12© 2010 Capgemini. All rights reserved.
Service is becoming personalisable, customisable, ‘on-the-fly’
Guy Stephens, 12 February 2012
13© 2010 Capgemini. All rights reserved.
A different type of customer service is emerging
Guy Stephens, 12 February 2012
14© 2010 Capgemini. All rights reserved.
The service ecosystem
Guy Stephens, 12 February 2012
15© 2010 Capgemini. All rights reserved.
Customer service is becoming asynchronous, disjointed, impulsive, experientialempathetic…
Guy Stephens, 12 February 2012
16© 2010 Capgemini. All rights reserved.
Different literacies, currencies, gestures, roles are emerging
Guy Stephens, 12 February 2012
17© 2010 Capgemini. All rights reserved.
Find yours
Guy Stephens, 12 February 2012
18© 2010 Capgemini. All rights reserved.
The Law of Requisite Variety
Guy Stephens, 12 February 2012
19© 2010 Capgemini. All rights reserved.
If a system is to be stable the number of states of its control mechanism must be greater than or equal to the number of states in the system being controlled
Guy Stephens, 12 February 2012
20© 2010 Capgemini. All rights reserved.
BE BRAVE...fly
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About Capgemini
Guy Stephens, 12 February 2012
21© 2010 Capgemini. All rights reserved.
More information
Please contact:
•Guy [email protected]
•Twitter@guy1067
Guy Stephens, 12 February 2012
22© 2010 Capgemini. All rights reserved.
www.capgemini.com
The information contained in this presentation is proprietary. ©2010 Capgemini. All rights reserved
