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Reinventing Customer Service
- 1. WHAT NO ONE’S TELLING YOU ABOUT CUSTOMER SERVICE AND SOCIAL MEDIA SEPTEMBER 27, 2010 Ed Lee, Director, Social Media Tuesday, September 27, 2011
- 2. Preconceptions Misconception My Perception Conception REINVENTING CUSTOMER SERVICE Tuesday, September 27, 2011
- 3. Digital content and sites that allow consumers to connect and share everything from opinions and recommendations to music, video and photos Tuesday, September 27, 2011
- 4. More SOCIAL than MEDIA Tuesday, September 27, 2011
- 5. The landscape is changing Tuesday, September 27, 2011
- 6. WE ARE IN THE MIDST OF A PROFOUND CULTURAL SHIFT Tuesday, September 27, 2011
- 7. Social Media allows us to express ourselves Tuesday, September 27, 2011
- 8. In an instant Tuesday, September 27, 2011
- 9. Without much thought Tuesday, September 27, 2011
- 10. Before, during or after Tuesday, September 27, 2011
- 11. Social media is the new... Water Cooler Coffee Break Cigarette Break Tuesday, September 27, 2011
- 12. Tuesday, September 27, 2011
- 13. Tuesday, September 27, 2011
- 14. Tuesday, September 27, 2011
- 15. UBLISH TY TO P ER ABILI CONSUM Tuesday, September 27, 2011
- 16. Preconceptions What you may have heard Tuesday, September 27, 2011
- 17. Killer app? Tuesday, September 27, 2011
- 18. Richard Tuesday, September 27, 2011
- 19. Frank Tuesday, September 27, 2011
- 20. These Guys Tuesday, September 27, 2011
- 21. X Time; Not Twitter Tuesday, September 27, 2011
- 22. It Depends Tuesday, September 27, 2011
- 23. Whatʼs Out There? Tuesday, September 27, 2011
- 24. Reactive: respond Tuesday, September 27, 2011
- 25. Reactive: Find and respond Tuesday, September 27, 2011
- 26. Reactive: Direct into Funnel Tuesday, September 27, 2011
- 27. Proactive Tuesday, September 27, 2011
- 28. Misconceptions What I’ve heard Tuesday, September 27, 2011
- 29. Killer App Tuesday, September 27, 2011
- 30. Talking makes things better Tuesday, September 27, 2011
- 31. One Size Fits All Tuesday, September 27, 2011
- 32. 3 Tuesday, September 27, 2011 Types of Consumers
- 33. 1. Fans Tuesday, September 27, 2011
- 34. 2. Critics Tuesday, September 27, 2011
- 35. 3. Ragers Tuesday, September 27, 2011
- 36. I can start... Tuesday, September 27, 2011
- 37. One Size Fits All Tuesday, September 27, 2011
- 38. My Perception Customer service and social media Tuesday, September 27, 2011
- 39. Competitive Advantage Tuesday, September 27, 2011
- 40. Are we training people to shout at us online? Tuesday, September 27, 2011
- 41. Canadian Example Tuesday, September 27, 2011
- 42. Directions Tuesday, September 27, 2011
- 43. Don’t push the toothpaste back into the tube Tuesday, September 27, 2011
- 44. Learn, Store and Share Tuesday, September 27, 2011
- 45. Actionable Insights Tuesday, September 27, 2011
- 46. Integrate into existing systems Tuesday, September 27, 2011
- 47. Not a product plug Tuesday, September 27, 2011
- 48. Conception Customer service and social media Tuesday, September 27, 2011
- 49. Start Now Tuesday, September 27, 2011
- 50. LISTEN ANALYZE What are people saying? What does it mean? Where? How? Who? What can we change? SOCIAL MEDIA AND CUSTOMER SERVICE APPLY LEARN Action Weave the strands together Rinse, Repeat Tuesday, September 27, 2011
- 51. Social Business Tuesday, September 27, 2011
- 52. Social Business Models Tuesday, September 27, 2011
- 53. Impact of Social Media Tuesday, September 27, 2011
- 54. THANk YOU Tuesday, September 27, 2011
- 55. Resources edlee.ca/reinvent-customer-service Tuesday, September 27, 2011
- 56. QUESTIONS? edl@tribalddb.ca @edlee slideshare.net/edlee linkedin.com/in/edlee Tuesday, September 27, 2011