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Thomas Brown, Director of Strategy and Insights with the Chartered Institute of Marketing slides from Click and Connect, the Norfolk Chamber's Online and Social Media Showcase 25 September 2014
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THRIVING FROM THE
COLLISION OF BRANDS
AND CUSTOMERS ON
SOCIAL MEDIA
Thomas Brown
Director, Strategy and Insights, CIM
25 September 2014
Have you ever said to yourself…
“I need to engage with this brand, which customer service channel shall I use?”
My brief…
‘Learn how to future proof your company for the growing number of customers who are looking to use social media to get customer service.’
It’s simple.
It’s all about trust.
NEWSFLASH: THE WORLD’S
GONE DIGITAL
24% of people have missed events while
trying to post about them on social
media… #justsaying
ALL THAT CHATTER
ISN’T JUST FRIENDS
POKING
BUT UNDERNEATH
THOSE INTERACTIONS,
CONCERNS EMERGE
DON’T JUST TAKE MY WORD FOR IT…
WHAT’S RIGHT AND
WRONG CAN ALSO BE A
LITTLE SUBJECTIVE
FIVE PRACTICAL TIPS TO
HELP YOU SURVIVE –
AND THRIVE
Top tip #1
Understand your customers’ digital lives and where you fit (help or hinder).
Top tip #2
Understand the etiquette – don’t just barge into someone else’s conversation.
Top tip #3
You have two ears and one mouth for a reason. Listen first!
Top tip #4
Be clear on expectations: under-promise and over-deliver, not the other way around.
Top tip #5
Keep Social Honest!
WWW.KEEPSOCIALHONEST.COM
#KEEPSOCIALHONEST
