Download - Proactive customer service online
Building Brand Advocates
The 365 degree brand
Source Consilium All Rights Reserved. Copyright 2012 @leighgeorge
Ace Hotel
Photo Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge
Ace Hotel
Photo Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge
Don’t Sell – Offer Value
Photo Credit seedmagazine.com All Rights Reserved. Copyright 2012 @leighgeorge
Social media empowers customers
Photo Credit butterflypublisher.com All Rights Reserved. Copyright 2012 @leighgeorge
Use the social web to inspire advocates
Source twitter.com All Rights Reserved. Copyright 2012 @leighgeorge
Social Proof Brand advocates write more than twice as many communications about brands as the average web user.
More likely to share a great experience about
a product.
50%
Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorge
MORE LIKELY to influence a purchase
75%
Create positive experiences
Source Instagram All Rights Reserved. Copyright 2012 @leighgeorge
Build relationships
All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
Convenience
All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
Personalization
All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
Transparency
All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
Monitor conversations
Social customers will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience.
All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer
Be proactive in your response
All Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter
Set expectations for responsiveness “Just over half of Facebook users
and more than 8 in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less”
All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer
The business case for a service culture
Photo Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge
Contact Me:Leigh George, PhD, Director, Digital and Brand Strategy
http://www.linkedin.com/in/leighgeorge
@leighgeorge
Questions?
All Rights Reserved. Copyright 2012 @leighgeorge