Incorporating Customer Service Into Your Social Strategy

215-948-2012TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012

Jeff GibbardPresident & Chief Strategist at True Voice MediaSpeaker, Blogger & Coach

@jgibbard

google.com/+JeffGibbard

jeff@truevoicemedia.com

linkedin.com/in/jgibbard

TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012

TRUE VOICE MEDIAThe Social Business Agency

www.truevoicemedia.com

215.948.2012

@truevoicemedia

#SMSS2014

RULESInterrupt meDon’t fall asleepTweet everything I sayTweet about how handsome I amStay off FacebookStay off emailCall your mother

Shout out to @marcusnelson

(she worries)

I talk, you interrupt

break time

Workshop

AGENDA

ResourcesSlides, Links and Tools Mentioned

truevoicemedia.com/notes

True Voice Media // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012Let’s Dive In

Clearing Up TheB2B -vs- B2C

“This Doesn’t Apply To My Business”

B2B -vs- B2C★Use the internet to find information★Rely on friends, family and peers for advice★Have questions, have needs★Want their questions answered★Want problems fixed

Customer Service Applies To ALL

Businesses

What Is Social Customer Service?

Getting The Customer What They NEED,Empowered By

Social Tools

Helpful

RelationshipsWith Your Customers

Customer Service Isn’t Just About

Tweeting

Social Customer Service★Twitter, Facebook, Google+, Email, etc★Support Forums★YouTube Videos★Manuals and Technical Descriptions★eBooks, PDFs, and Whitepapers

The Customer Service

Imperative

The Customer Service

Imperativewhy?

The Consumer

Is Changing

Internet Adoption&

Social Media

72% of Online Adults are

Social Networking Site Users

non-users

89% 78% 60% 43%18-29 30-49 50-64 65+

How that breaks down by age

Mobile

Is Right At Our Fingertips

Connection

Is Right At Our Fingertips

Information

It’s Part Of Our Everyday Lives

Customers Don’t Use Phones

Anymore, They Are Armed With

Behavior

A FunExperiment

What Would

You Do?

...and Be HONEST

If An Airline Cancels Your Flight While You Are On The

Runway?

If You Order Delivery, And

There’s A Bug In Your Salad?

If You Buy A Product On Amazon, When It Arrives, It’s Different

Than The Picture

If You’ve Wasted An Entire Day, Waiting For

The Cable Guy...Never Shows.

If You Go See A Movie That You

Were Really Excited About...It Sucks!

But Let Me Ask You This

Is There ANYTHING

That Could Make These Scenarios Right?

The Airline Could Help You Book A

New Flight

The Restaurant Could Credit You Immediately And

Send A New Salad

The Product Manufacturer Could Send A Replacement

The Cable Company Could Give You A Free

Month Of Cable

The Theater Could Give You

Free Passes

How Would That Change

Your Reaction?

Hooray!Boo!

Twice As Likely To Talk About Bad Customer Service

Sentiment Shift

51%22%

Positive reactions after getting a response

Posted a positive comment

Expectations

According to the Lithium research,

74% of customers believe that if they take to social media to criticize a brand, this leads to better service.

42% Expect A Response Within 60 Minutes

What Makes Them Leave?

78%of consumers have

abandoned a transactiondue to bad customer service

89%of consumers have

reportedly stopped doing business with companies

because of bad customer service

What Makes Them Leave?

What Makes Them Stay?

73%55%

Friendly customer service representative

Easily find info or help needed

What Makes Them Stay?

36% 33%Personalized Experience

Good Reputation

To recap, your customer...★Will go online★ Is more likely to complain than promote★Expects a fast response★Will leave, possibly forever, over bad customer service★Will stay if you’re friendly, and provide help, personalized

experience and have a good reputation.

What you probably need to do:★Be online★Listen for and address complaints★Provide a fast response★Give great customer service★Be friendly, provide help and a personalized experience.

Manage your reputation.

But WAITThere’s MORE

“What’s In It For ME?”

Good Customer Service...★Can reduce customer service costs★Can increase customer loyalty★Can open new sales opportunities★Can improve products and services

The Art Of ”Doing It Right”

Six Aspects Of Excellent Social Customer Service★Speed★Personality★Ownership★Listening★Specificity★Personalization

Culture Technology

Process

The Three Enabling Factors

Culture Technology

Process

The Three Enabling FactorsThings fall through the cracks

Culture Technology

Process

“Good in theory”

Culture Technology

Process

Slooooow & Buggy “Good in theory”

TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012Break Time!

TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012Workshop Time!

What you’ll need before we start★A computer, or tablet; or★A pen and paper.

Get To Work!

Key Takeaways★There is a Social Customer Service Imperative★You’ll need harmony between: Culture, Technology and

Process★Master the Six Aspects: Speed, Personality, Ownership,

Listening, Specificity, Personalization

Data Sources Cited

http://econsultancy.com/blog/63750-72-of-customers-expect-complaints-on-twitter-to-be-answered-in-one-hour

http://www.convinceandconvert.com/the-social-habit/42-percent-of-consumers-complaining-in-social-media-expect-60-minute-response-time/

http://sproutsocial.com/insights/customer-service-response-time/

http://www.pewinternet.org/

http://BLS.gov

http://USAtoday.com

Jeff GibbardPresident & Chief Strategist at True Voice Media

Speaker, Blogger & Coach

THANK YOU!

Go here, to find me everywhere:www.jeffgibbard.com

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