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Happy customers 2.0

Happy customers 2.0. How Social Media is the New Frontier for Customer Services. Dan Slee Walsall Council PSF . In 1982 . Greetings from Brisbane. In 2013 . What is social media?. What is social media?. What is social media?. Case study. Case study. Case study. Case study.

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Happy customers 2.0

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  1. Happy customers 2.0 How Social Media is the New Frontier for Customer Services Dan Slee Walsall Council PSF

  2. In 1982...

  3. Greetings from Brisbane

  4. In 2013...

  5. What is social media?

  6. What is social media?

  7. What is social media?

  8. Case study

  9. Case study

  10. Case study

  11. Case study “Thanks so much for your letter. I think renaming tiger bread giraffe bread is a brilliant idea – it looks more like the blotches on a giraffe than stripes on a tiger doesn’t it?”

  12. Case study “It is called tiger bread because the first baker who made it a looong time ago thought it looked like a tiger. Maybe they were a bit silly.”

  13. Case study

  14. Case study

  15. What is social media?

  16. Some stats (source: Ofcom, October 2012) A C

  17. Some stats (source: Ofcom, October 2012) 80 per cent of UK homes have internet access A C

  18. Some stats (source: Ofcom, October 2012) 80 per cent of UK homes have internet access A C 46 per cent of UK homes over 65 have internet access

  19. Some stats (source: Ofcom, October 2012) 80 per cent of UK homes have internet access 58 per cent of UK adults have a smartphone A C 46 per cent of UK homes over 65 have internet access

  20. Some stats (source: Ofcom, October 2012) 80 per cent of UK homes have internet access 58 per cent of UK adults have a smartphone 64 per cent of UK adults have changed how they communicate A C 46 per cent of UK homes over 65 have internet access

  21. Some stats (source: Ofcom, October 2012) 80 per cent of UK homes have internet access 58 per cent of UK adults have a smartphone 64 per cent of UK adults have changed how they communicate A C 58 per cent of people with internet access download social media apps 46 per cent of UK homes over 65 have internet access

  22. Some stats (source: Directional Research, Jan 2013) A 69 per cent of people who had good customer service interactions were happy that their customer service complaint was resolved quickly C

  23. Some stats (source: Directional Research, Jan 2013) A 69 per cent of people who had good customer service interactions were happy that their customer service complaint was resolved quickly C 67 per cent of people who had bad customer services interactions blamed the length of time to resolve them.

  24. Twitter customer services

  25. Twitter customer services The social media landscape

  26. 67 accounts 37,940 sign-ups 171,685 reach 1 account

  27. Case study @londonmidland

  28. Case study @londonmidland

  29. Case study @londonmidland

  30. Case study @londonmidland

  31. Case study @londonmidland

  32. Case study @cineworld

  33. Case study @cineworld

  34. Case study @cineworld

  35. Case study @cineworld

  36. Case study @cineworld

  37. 8 things to make a good customer services Twitter

  38. We’ve been here before 1 Have a dedicated Twitter account

  39. We’ve been here before 2 Say when it’ll be monitored

  40. We’ve been here before 3 • It should speak human

  41. We’ve been here before 4 Acknowledge a question quickly, answer slower

  42. We’ve been here before 5 Never argue with an idiot. To a passer-by it’s just two idiots arguing…

  43. We’ve been here before 6 THINK! What would you do if this was a phone conversation?

  44. We’ve been here before 7 Be connected. If there’s a flood of calls then tweet…

  45. Web: 15p 8 Face to face: £8.62 Evaluate

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