1. Modbury & Salisbury
eCustomer Service
Allison Miller, Vanguard Visions Consulting

2. Session Overview
• Welcome and introductions
• Why is good customer service important?
• Why incorporate eCustomer Service
strategies?
• What eCustomer Service will you investigate
further?
• Workshop Evaluation

3. Share what you … know or find
• Go to bit.ly/eCustomerService131112
• Add info, links, slides, comments etc
• Review what others have contributed

4. Why is good customer
service important?

5. Brand Recognition, Return Business
& Customer Loyalty
Think Apple or Harley-Davidson
Image: 'Chipmunk Checking Email' Image: 'Dark Knight'
http://www.flickr.com/photos/23806189@N00/226823992 http://www.flickr.com/photos/49766155@N07/5185076994
Found on flickrcc.net Found on flickrcc.net

6. Why incorporate
eCustomer Service
strategies?

7. Having a web presence

8. Save time & $$
Offer a ‘one stop
shop’
Offer a ‘one stop
shop’
sa.gov.au/doitonline
Image: http://sa.gov.au/doitonline

9. Anytime, Anywhere
Predicated that
between 80-85% of
Australians will have
an internet-enabled
smart phone by mid-
2013
Australian Mobile Phone Lifestyle
Index Survey 2012
Source: aimia.com.au/home/news/member-news/aimia-releases-eighth-annual-australian-mobile-phone-lifestyle-index
Image: 'toddler apps'
http://www.flickr.com/photos/7941044@N06/5661879987
Found on flickrcc.net

10. Convenience
Apps
• What’s your favourite
business app?
• would your business lends
itself to having an app?
iTunes App Store
Android Apps Store
Image: “Order your coffee with an app” – Vanguard Visions Consulting - http://www.flickr.com/photos/77018488@N03/8143763298/

11. Real-time comparison
Customers are
'googling' product
information in store
Offer customers real-time
support or ‘discounts
Digital Trends
digitaltrends.com
Image: “Swarm” from Digital Trends - http://www.digitaltrends.com/mobile/swarm-app-tracks-and-guides-shoppers/

12. Give and get

13. Give to Get
What can you give away in order
to get your customer’s
attention?
• Scoopons?
• scoopon.com.au
• Free online service?
• Samples or tasters?
• Free quotes?
• Free first consultancy?
Image: http://www.scoopon.com.au/

14. The “Push”
Email Lists
• mailchimp.com
Register for eUpdates: bit.ly/digitalcapability
Image: https://www.purlem.com/blog/2012/07/case-study-purlem-com-announces-innovative-new-mailchimp-integration/

15. The “Push”
Subscribe to Social
Media –
• Facebook Page
• Twitter
• Linkedin Group
50% of Web Sales to
Occur Via Social Digital Capability – Doing it Smarter
Media by 2015 Follow us on:
Twitter - twitter.com/digitalcapabili
Facebook - facebook.com/digitalcapability
Mashable, 1 November 2012
LinkedIn - bit.ly/DCLinkedIN
Image and quote : http://mashable.com/2012/11/01/facebook-sales/

16. The “Push”
Blogs
• Subscribe
• RSS feeds
Image: http://vanguardvisions.com.au/blog/

17. And the “Pull”
Search Engine Optimisation
• Key words
• Naming your websites
Images: from Vanguard Visions Consulting's website dashboard – http://vanguardvisionsconsulting.com.au

18. And the “Pull”
Adwords - adwords.google.com
• what are terms are customers using when
looking for products like yours?
Image: from the Dashboard of http://adwords.google.com

19. Listening to your
customers

20. Listening to your customers
Customer service is an
emotional experience.
People want to share
their experiences –
both good and bad.
What are your customers saying
about your business?
United Breaks Guitars
Video: United Breaks Guitars: http://www.youtube.com/watch?v=5YGc4zOqozo

21. Listening to your customers
Social media -
Facebook
• “posts”
• “likes”
Image: Sydney Morning Herald – 14 August 2012 - http://www.smh.com.au/lifestyle/fashion/storm-over-targets-trampy-fashion-sense-20120813-244xz.html

22. Listening to your customers
Social media -
Twitter
• “trending”
• “#hashtags”
Image: Digital Capability Twitter - https://twitter.com/digitalcapabili

23. Listening to your customers
Google Alerts
google.com/alerts
Image: http://www.google.com/alerts/manage

24. Listening to your customers
Online feedback
(Google forms)
docs.google.com
Image: Screenshots

25. Automate

26. Automate
Data entered into your
Calendar or Database
• Simplybook.me
• Eventbrite
• Simplybook.me
• Eventbrite.com.au
Images: Simplybook.me - http://eportfolioservices.simplybook.me/index/about Eventbrite: http://steve-hargadon-educator20-adelaide.eventbrite.com.au/

27. Automate
• SMS reminders
• Automatic email responses
• “I’m currently away …”
• “Thank you for
registering”
• “Reminder of events”
Image: SMS reminder - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream

28. Automate
Customer Relationship
Management (CRM)
• One Page CRM
onepagecrm.com
Image: http://www.onepagecrm.com/

29. Collect the data

30. Collect the data
Customer analytics
• Google analytics -
google.com/analytics
• Facebook Page analytics
• Wordpress analytics
Facebook Insight Image: http://www.facebook.com/digitalcapability/page_insights

31. eCustomer Service Key
Considerations

32. eCustomer Service is one of many
customer service strategies
Image: 'A Sea of Glass - The Chihuly Exhibit at the Bellagio in Vegas'
http://www.flickr.com/photos/95572727@N00/3888356671
Found on flickrcc.net

33. Your customers’ ‘digital literacy’ and
online confidence
Image: 'My Ghost'
http://www.flickr.com/photos/45339031@N00/212999782
Found on flickrcc.net

34. Your eCustomer Service’s ease of use
or ‘usability’
Image: 'How a toddler deals with a crashed+app'
http://www.flickr.com/photos/38869431@N00/4902072639
Found on flickrcc.net

35. Upfront costs and ongoing
support/maintenance
Image: '101123-F-5751H-097'
http://www.flickr.com/photos/39513508@N06/5228827279
Found on flickrcc.net

36. What eCustomer Service
strategy will you
investigate further?

37. Workshop evaluation

38. Allison Miller
0400 732 270
allison@vanguardvisions.com.au
Vanguard Visions Consulting’s
eCustomer Service offerings
More info and blog: vanguardvisionsconsulting.com.au
Register for eUpdates: bit.ly/digitalcapability
Follow on:
Twitter: twitter.com/vanguardvisions
Facebook: facebook.com/vanguardvisions
LinkedIn: linkedin.com/company/vanguard-visions-consulting
vanguardvisionsconsulting.com.au