Welcome to the

“age of the customer”

“In the world of Internet Customer Service, it’s

important to remember your competitor is only

one mouse click away.” - Doug Warner

YOU… are in charge!

Changing Customers’ Behavior

EXPERIENCE SOCIAL MEDIA LESS ADVICE COMPARISON EMPOWERED

Paradigm shift

customers

brands

brands

customers

Remember when everyone watched the same TV show at the same

time?

Or when everyone did their banking between 9:00 am and 3:00

pm?

“I’m sorry, please call during during normal office hours.”

Customers expect to access your company at anytime…

“The number of social media messages (requiring answers)

customers sent to brands has increased by 77% since 2013”

Sprout Social

Twitter: @mpace101

You don’t believe it?

If you want a

sense of where

the world’s

media habits are

headed, it makes

sense to watch

what kids are

doing.

More than ½ of

the world’s

population is

under 30… which

means they don’t

know life before

the internet.

“Social media has been added to the list of consumer expectations for access to live

support. Consumers expect more than marketing and promotions at social media sites;

they want direct access to product experts and service representatives.” - Oracle

Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East,

China), 18 years or older.

51% expect same-day, 29% <2 hours response!

Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East,

China), 18 years or older.

Customers’ expectations

81% expect same-day, 53% <2 hours response!

Survey: 3111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, Middle East, China),

18 years or older.

Customers’ expectations

So when you act

and when you don’t…

Old thinking

+

New Technology

=

ROI

(Risk Of Ignoring)

So, what should you do?

• Have social media in house,

• Hire and train the right talents,

• Make sure the customer service team is connected to

the call center team, to the PR team, and to the

Marketing team.

• Invest in the right tools,

• Monitor and listen,

• Document, measure, and review progress,

• Be flexible, change, and refine as social media evolves.

So, what should you do?

• Be sincere and transparent,

• Respond as soon as possible, to all feedback — good, bad or

indifferent,

• Know when to respond individually, and when to respond

publicly,

• Know when it’s time to move the conversation to a private

forum,

• Have a contingency plan.

So, what should you do?

YOU decide…

Thank You!