1. 1. Comm 610 Ann Jones Digital Presentation
2. 2. Analysis of the onboarding process for an airline social media customer service team.
3. 3. Morecompanies are using Social Media to interact with customers. Successful customer engagement begins with careful analysis of information given (tweets or posts) and public responses.
4. 4. Customers can share a lot of info in 140 characters. Each tweet is analyzed for context clues Reviewing profiles, timeline and other mentions give a clear picture of the customer
5. 5. Audience Interpretation New Hire audience- bridging the gap between Reservations training and Social Media onboarding Customers audience-relevant and authentic responses for solutions in real-time
6. 6. Through the current onboarding process, experienced front-line airline employees become social media ninjas They are able to solve customer issues, answer questions, and even share a virtual high-five while protecting the brand in a consistent voice
7. 7. Individual-Well trained social media reps increase the success of the entire team Organizations-Provide an example of how excellent customer service and engagement can be done via social media channels Society-Social media offers another, very public avenue for interactions between companies and consumers
8. 8. Customers expect companies to be responsive whether its online or by phoneExperienced front-line reps with social media training are a great blend of customer service and marketing
9. 9. Social media is the future of customer service between companies and customersProper training of social media reps is key for successful customer engagementIt begins with understanding the communication from the customer regardless of social media channel
10. 10. Eisenberg, E., Goodall, H., and Trethewey, A. (2010) Organizational Communication. Boston. Bedford/St.MartinsArgrawal, M., Oh, O., and Rao, H. (2012) Community Intelligence and Social Media Services: A rumor theoretic analysis of Tweets during a Social Crisis. McKinsey Quarterly, 37, p407-426.