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Becoming a Social Business Overview
1. Becoming a Social Business
Social Strategy1 | Stratus Contact Solutions
SOCIAL STRATEGY1 | PRESENTATION
Friday, April 4, 2014 | 10:30-11:15am | Regency 1
2. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Presented by
Mike Lewis
CEO, Chairman, ILD Corp. | @Michael_F_Lewis
Mike Lewis, Chairman and CEO of ILD Corp., is a serial entrepreneur whose
focus has been on e-commerce and social media over the last
several years. For more than 25 years, Lewis has formed, financed,
profitably managed and led over a dozen companies to success by
identifying meaningful trends and emerging opportunities. In 2011,
Mike authored “Social Media Leadership: How to get off the bench
and into the game.” A CEO’s a future minded perspective of how
Social Media will transform corporations and how executives can be
best prepared to transition their business to become industry
leaders in digital and social media. Building on the strength and
depth of ILD, combined with Mike’s broad experience in
management and marketing, led to co-founding Social Strategy1,
OfficeArrow.com and Stratus Contact Solutions.
Jim Iyoob
SVP Corporate Development, ILD Corp. | @jiyoob
Jim Iyoob, Senior Vice President of Corporate Development for ILD Corp.,
has led outsourced contact center services for more than 12 years.
Jim has helped the worlds largest brands define their web chat
strategies and now leads senior level operations through corporate
recruiting, operations, sales and marketing for ILD, Social Strategy1
and Stratus Contact Solutions. Jim’s expertise is rooted in the last
15 years of solid contact center outsourcing, which spans domestic
and offshore inbound, outbound and chat operations. His
specialties are also in Proactive Chat Sales and Service, Chat
Operations, Setting up Global Operations, Training and Developing
Leaders, Relationship Management, E-Commerce Strategy and
Reporting, Click-to-Call Strategies.
4. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Future of communication
The way people communicate has shifted to the web
• More than 2 billion people are using social media across
more than 100 social media channels
• More than 85% of online purchases are driven by online
ratings and reviews
• There are more than 175 million Internet enabled
smartphones in the US alone
• More than 30% of Americans have dropped their landline
service in favor of a smart phone
5. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Becoming a social business
Customer
Acquisition
Customer
Retention
Customer Data
6. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social listening data
• Identifies customers at a point of need
• Net Promoter without the survey
• Measure actual referrals, public sentiment and
your brand reputation
7. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social in the contact center
• Save money
• Prevent Crisis
• Improve brand perception
• Create a new channel for outbound
8. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social agents are different
Social agents require different skills
• Excellent written communications
• Aptness for marketing
• Understanding of the media (Facebook vs.
Twitter)
• Start training with reputation management
9. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Key takeaways
• Voice of the customer is often much different online than
from the call center
• Just because you have Facebook page doesn’t make you
a social business
• Social is a proactive channel. You can’t wait to react
• Social media agents and call center agents have different
skills.
10. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Becoming a Social Business
Friday, April 4, 2014
10:30-11:15am | Regency 1
Socialstrategy1.com | Stratuscontactsolutions.com
Notas del editor
Becoming a social business
Net promoter is a internal survey to understand if your customers would refer you to there friends, in social we can listen for these referrals
Social media is a public conversation and the agents need to be able to effectively communication in short phrases. Although template responses can be used, every interaction will be different and the agent needs assess the situation and respond appropriately in 1 5minutes or less.
We start training with reputation management allowing agents to respond to posted remarks or ratings of a company’s brand, products or services. Responses in review sites can be a standard issue and are more like sending an email than a live twitter conversation.