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The Collision of Social Media and Customer Service

The Collision of Social Media and Customer Service. The Collision of Social Media and Customer Service. Kirk Hazlett , APR, Fellow PRSA Associate Professor of Communication, Curry College Member, PRSA Board of Ethics & Professional Standards (617) 979-3526 / khazlett0104@curry.edu

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The Collision of Social Media and Customer Service

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  1. The Collision of Social Media and Customer Service

  2. The Collision of Social Media and Customer Service Kirk Hazlett, APR, Fellow PRSA Associate Professor of Communication, Curry College Member, PRSA Board of Ethics & Professional Standards (617) 979-3526 / khazlett0104@curry.edu Twitter: @kirkhazlett / LinkedIn: kirkhazlett Facebook: Kirk Hazlett / Blog: http://kirkhazlett.com

  3. Collision of Social Media and Customer Service Social media is still evolving as a way for consumers to interact with an organization. Do you want to be ahead of the curve or playing catch-up??

  4. Collision of Social Media and Customer Service

  5. Collision of Social Media and Customer Service 82% 64%

  6. Collision of Social Media and Customer Service “Proactive” today means identifying the social media platforms visited by your current and potential customers and establishing your presence there.

  7. Collision of Social Media and Customer Service “People are going to talk about your business whether you like it or not… about your service, your products, your quality, and your value. Larry Weber, “Sticks & Stones”

  8. Collision of Social Media and Customer Service What do you do?!?

  9. Collision of Social Media and Customer Service First, you must be willing to allocate resources to activities that engage, drive advocacy, and manage reputation.

  10. Collision of Social Media and Customer Service Then, you respond. Quickly…Candidly…Openly.

  11. Collision of Social Media and Customer Service BUT…

  12. Collision of Social Media and Customer Service …and a BIG, HUGE, BUT…

  13. Collision of Social Media and Customer Service If you’ve delegated the duties to someone else and you’re not totally in the loop when it comes to customer service and response…

  14. Collision of Social Media and Customer Service …Be sure that everyone involved in the process knows…and can communicate… your thoughts and beliefs.

  15. Collision of Social Media and Customer Service Online customer service is no different than face-to-face customer service. The customer asks a question, makes an observation, or offers a suggestion.

  16. Collision of Social Media and Customer Service And…

  17. Collision of Social Media and Customer Service Sometimes, things go very, very wrong.

  18. Collision of Social Media and Customer Service Why worry? What’s the big deal??

  19. Collision of Social Media and Customer Service “The unhappy customer is more likely to vent online than is the happy customer.”

  20. Collision of Social Media and Customer Service Only 4% of customers will tell YOU. But on average they will tell 11 others!

  21. Collision of Social Media and Customer Service According to findings from the Edelman Trust Barometer, more and more people are inclined to trust a stranger’s opinion over an expert’s opinion…and certainly over a company executive’s opinion.

  22. Collision of Social Media and Customer Service

  23. Collision of Social Media and Customer Service In the U.S., trust in “a person like me” increased from 20% in 2003 to 62% today.

  24. Collision of Social Media and Customer Service Among the general public, only one in four general public respondents trusts business leaders to correct issues and even fewer – one in five – to tell the truth and make ethical and moral decisions.

  25. Collision of Social Media and Customer Service Employees are considered the most trusted source across most clusters of trust attributes, especially among those attributes grouped under engagement (50 percent) and integrity (37 percent).

  26. Collision of Social Media and Customer Service In most markets, more than 80% of respondents said they would refuse to buy goods or services from a company they did not trust.

  27. Collision of Social Media and Customer Service “More than 70% will ‘criticize [companies they do not trust] to people they know,’…with one-third sharing their opinions and experiences of a distrusted company on the Web.”

  28. Collision of Social Media and Customer Service In the simplest terms, you HAVE to provide a way for your customers and others to leave their thoughts, wishes, complaints, expressions of satisfaction…whatever they feel like communicating…on your site.

  29. Collision of Social Media and Customer Service So how do you stay ahead of the growing trend of turning to third-party sources to learn about your product or service before turning to your information?

  30. Collision of Social Media and Customer Service

  31. Collision of Social Media and Customer Service Any executives who don't think they need a customer service presence on social media need only to recall the experience of United Airlines in the wake of the YouTube video "United Breaks Guitars."

  32. Collision of Social Media and Customer Service • New York Times: “United Airline’s stock price fell 10%, costing stockholders about $180 million in value. • As of February 2011, the video has had more than 10 million views…10 million current and potential customers!

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