optimizing the customer experience with internal social media excellence
DESCRIPTION
Alongside all of the customer experience opportunities created by a taut social media strategy comes an increased burden to assure your internal customer management operation is on point. Responses are documented and widely accessible, and if you do not align your customer service with the culture and expectations of the audience, you now risk a public demonstration of your shortcomings. Luckily, the communication benefits of social media are not limited to external dealings—they can also greatly improve the internal chain of command. As you work to generate improved workflow, manage new performance benchmarks and ready a team of agents for increasingly-scrutinized multi-channel communications, reap the rewards of an optimized internal social media network that keeps your customer experience process ahead of the times and ahead of the competition.TRANSCRIPT
Reap the rewards of an optimized internal social media networkRick MansApril 2011
Optimizing the Customer Experience with Internal Social Media Excellence
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Rick Mans
Capgemini’s Social Media Lead
I help organizations and individuals to be successful with Social Media
The Internet and Social Media are the biggest equalizers. Everybody with a device connected to the internet is now equal. It is not about money or wealth, it is about attention
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Make sure your channels are aligned
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‘We reply to your email in 3 working days’
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Social Media is not about channels
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It is not about being great on Twitter
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It is about culture,
the way you think,
how you work with others
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It is about making the shift in culture
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It is not about what you are doing
We are collaborating internally
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It is not about how you are doing it
When we finish a case we share the lessons learned on our platform
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It is about why you are doing it
We truly believe that by sharing the information we have we can deliver a better customer experience
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Start internally, start transforming your culture
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Start internally, create the social infrastructure
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Remember the 3 days waiting for the email?
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Having an internal social network can make it
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3 hours
3 minutes
instant
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Harnessing your internal social infrastructure7 steps
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Build your internal network before you start
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Standard replies for standard questions
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In depth knowledge
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Fuzzy questions
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Ask the expert
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What can we do next
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Trend discovery
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Things break if you aren’t transformed internally
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Your internal process
Your social media presence
Your brand
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No internal Social Transformation?
Don’t start externally
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What to do next8 steps towards success
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Start internally. Transform. Not by tools. It’s cultural.
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Transform your processes, your departments,your organisation, your people.
Though start small
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Make sure KPIs are aligned
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Is everybody now in Customer Service with Social Media?
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No.
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Do you need Social Media Guidelines?
Or better phrased:
Do your stakeholders need it?
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Be consistent, if you excel in social media,you should also excel in the old world
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Use the many ears and eyes you have.
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Organizations are not departments, they are networks
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Only if you transform, you will be delivering real Customer Experience
with Social Media
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Otherwise you are just faking it and people will find out
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Your contact:
Rick Mans – Social Media Lead at Capgemini
Phone: +31 6 51 21 01 44E-Mail: [email protected]: http://twitter.com/rickmansLinkedIn: http://nl.linkedin.com/in/rickmans
