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Proactive customer service online

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Leigh George, PhD
Leigh George, PhD

Leigh George, PhD, Director of Branding and Digital Strategy at R2integrated, discusses the power of incorporating proactive customer service in your social media strategy.

Educación
1 de 18
Building Brand Advocates
The 365 degree brand Source Consilium All Rights Reserved. Copyright 2012 @leighgeorge
Ace Hotel Photo Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge
Ace Hotel Photo Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge
Don’t Sell – Offer Value Photo Credit seedmagazine.com All Rights Reserved. Copyright 2012 @leighgeorge
Social media empowers customers Photo Credit butterflypublisher.com All Rights Reserved. Copyright 2012 @leighgeorge
Use the social web to inspire advocates Source twitter.com All Rights Reserved. Copyright 2012 @leighgeorge
Social Proof Brand advocates write more than twice as many communications about brands as the average web user. More likely to share a great experience about a product. 50% Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorge MORE LIKELY to influence a purchase 75%
Create positive experiences Source Instagram All Rights Reserved. Copyright 2012 @leighgeorge
Build relationships All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
Convenience All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
Personalization All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
Transparency All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
Monitor conversations Social customers will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience. All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer
Be proactive in your response All Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter
Set expectations for responsiveness “Just over half of Facebook users and more than 8 in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less” All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer
The business case for a service culture Photo Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge
Contact Me: Leigh George, PhD, Director, Digital and Brand Strategy lgeorge@r2integrated.com http://www.linkedin.com/in/leighgeorge @leighgeorge Questions? All Rights Reserved. Copyright 2012 @leighgeorge

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Proactive customer service online

  • 2. The 365 degree brand Source Consilium All Rights Reserved. Copyright 2012 @leighgeorge
  • 3. Ace Hotel Photo Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge
  • 4. Ace Hotel Photo Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge
  • 5. Don’t Sell – Offer Value Photo Credit seedmagazine.com All Rights Reserved. Copyright 2012 @leighgeorge
  • 6. Social media empowers customers Photo Credit butterflypublisher.com All Rights Reserved. Copyright 2012 @leighgeorge
  • 7. Use the social web to inspire advocates Source twitter.com All Rights Reserved. Copyright 2012 @leighgeorge
  • 8. Social Proof Brand advocates write more than twice as many communications about brands as the average web user. More likely to share a great experience about a product. 50% Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorge MORE LIKELY to influence a purchase 75%
  • 9. Create positive experiences Source Instagram All Rights Reserved. Copyright 2012 @leighgeorge
  • 10. Build relationships All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
  • 11. Convenience All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
  • 12. Personalization All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
  • 13. Transparency All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
  • 14. Monitor conversations Social customers will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience. All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer
  • 15. Be proactive in your response All Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter
  • 16. Set expectations for responsiveness “Just over half of Facebook users and more than 8 in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less” All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer
  • 17. The business case for a service culture Photo Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge
  • 18. Contact Me: Leigh George, PhD, Director, Digital and Brand Strategy lgeorge@r2integrated.com http://www.linkedin.com/in/leighgeorge @leighgeorge Questions? All Rights Reserved. Copyright 2012 @leighgeorge