SOCIALMEDIA.ORG/SUMMIT2014ORLANDOOCTOBER 27–29, 2014

How to integrate social mediawith customer service

KEITH MCARTHURROGERSCOMMUNICATIONS

How to Integrate Social Media with

Customer Service

Kei th McAr thur

VP , Soc ia l Media

Rogers Oct. 28, 2014

@keithmcarthur @RogersKeith

Actions Taken Due to Poor Customer Service

4%

9%

13%

15%

Cried

Lied

Yelled

Complained on social

Actions Taken Due to Poor Customer Service

4%

9%

13%

15%

30%

34%

46%

Cried

Lied

Yelled

Complained via Social Media

Dropped the brand

Cancelled Service

Talked to supervisor

2) #MindTheHippo

*Highest Paid Person’s Opinion *ht @setlinger

*Hippo

@keithmcarthur #ArgyleCMOTor

Why are you talking to your customers?

1. To improve your customer experience? 2. To lower call centre costs? 3. To improve online reputation 4. To move prospects from consideration to

purchase? 5. To get existing customers to buy more? 6. To learn from them about how to improve

products and services?

@keithmcarthur #ArgyleCMOTor

@keithmcarthur #brandsonly

UNASSISTED ASSISTED

3) #LiveTheBridge

@keithmcarthur #ArgyleCMOTor

Bridging: BRAINS!!!!!!!!

@keithmcarthur #ArgyleCMOTor

SOCIALMEDIA.ORG/SUMMIT2014ORLANDOOCTOBER 27–29, 2014

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