proactive customer service online
DESCRIPTION
Leigh George, PhD, Director of Branding and Digital Strategy at R2integrated, discusses the power of incorporating proactive customer service in your social media strategy.TRANSCRIPT
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