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Social Media And Customer Experience Management
- 1. Social Media’s Impact on Customer Experience Management DFW Call Center Focus Group August 10, 2009 Julie Burroughs
- 10. Leg #1 – Boston to Denver I was taking JetBlue for the first time on a 2 day business trip to Denver. On the flight out I think someone accidentally hit the thermostat with their carry-on because I swear it was a minimum of 80 degrees on the plane. When I arrived, feeling even more filthy than I usually do when getting off of a 4.5 hour flight, I decided to shoot this tweet to Jetblue and let them in on my discomfort. In under 2 minutes, JetBlue responded with this tweet acknowledging my concern. It may seem like a small thing but think about it. Here is a huge organization listening to me complain about the temperature on their plane over a channel that is far from mainstream. Even more impressive is that it was not an automated response. There was a real person writing that little note . It may not sell more plane tickets but it definitely made me to tell this story. Customer Service and Twitter –Actual Customer Service Incident
- 11. Source: Blog posting( @daveraffaele ) Leg #2
- 13. January 2009--According to a blog post on the company’s Web site , the bank opened up shop on Twitter last week. “We are now listening AND responding to customers on Twitter,” it said. “We are entering a new territory. A place that is not familiar to many in financial services — but a place with tremendous opportunity Bank of America Twitter Site
- 15. Public Service of New Hampshire takes advantage of Twitter When an ice storm hit New Hampshire and the power went down for thousands of homes, the Public Service of New Hampshire turned to Twitter to inform it's customers to keep them updated on what was being done to get power back. Below are recent Tweets about a Summer Thunderstorm (Read from Bottom to Top) . Public Service of New Hampshire Strong storm has caused power outages RT @ WMUR9 : Video of the storm as it hit Merrimack Street in Manchester: http://bit.ly/z9CVd 7:58 PM Jul 27th from TweetDeck @ chiptester @ aaron416 Crews are working on it. Be sure to call 800.662.7764 to report your specific outage! 7:49 PM Jul 27th from TweetDeck in reply to chiptester @ markphip I will pass along your msg from Spofford. Be sure to call 800.662.7764 at least once to report/remind! 7:48 PM Jul 27th from TweetDeck in reply to markphip Strong line of TStorms w/lighting and hi wind gusts passing thru. Scattered outages reported fm CT River valley to Seacoast 4:26 PM Jul 27th from TweetDeck @ markphip we have reports of several scattered outages in Spofford/Westmoreland area. Likely T-Storm/wx-related 3:45 PM Jul 27th from TweetDeck in reply to markphip 2,280 Followers 773 Tweets 47 Following
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- Comapanies push information
- For example, a Facebook user might stumble upon an ad on another user’s page that allows them to click on the ad to launch a chat session or VoIP call with a live agent. Or, one user might direct another user to a company’s Facebook page, whereupon they will discover that they can place orders for items by way of email. The point is, contact centers have to be prepared to handle these new modes of contact as more people become comfortable using them. That means agents need to be trained to handle these new channels (after all, conversing by way of email or Web chat is much different, in terms of the “soft skills” that come into play, compared to the phone). It also means contact center managers need to ensure that they have the proper “mix” of agents with each appropriate skill set in order to meet service goals and deliver good customer service.