Customer Service & Social Media - TechFest Tulsa 2014
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Transcript of Customer Service & Social Media - TechFest Tulsa 2014
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Please help us!Thank our Sponsors:
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Customer Service in Social Media
(and beyond!)
Danica JonesMarketing ManagerConsumerAffairs.com
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Please be courteous to your fellow attendees
and
set your phones to vibrate or silent mode!
Please Be Courteous!
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
The Mission
Learn why consumers rely on social to connect Best PracticesTools and tips for a more balanced brand conversation online
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Why Customers Matter
Customers = RevenueCustomer Feedback = Gold.
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Why customers are using social to reach brands…
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Feedback Friction
Motivation to write a reviewAvailable Channels:
Brand CollateralSocial MediaThird-Party Review SitesIn-Store
How much effort is required to write a review?
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Other obstacles in social customer service
Are you listening? Monitoring?Tracking customer engagementTroll, or unhappy customer?
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
So you just found some customer feedback on a social media platform…What next?
WhoWhatWhereWhenWhyHow
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Don’t delete.
No brand is perfect 100% of the timeThe case for leaving a bad review upWhen it IS okay to delete
Don’t get dirty.Don’t ever let your tone match a hostile consumer’s tone.Don’t act defensive.
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Reduce feedback friction
Evaluate #CXHow accessible are you?Monitor keywords, brand mentions, and competitors.Asking for feedback?
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Resolutions aren’t always about $$$
AskListen
Prepare
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Teamwork makes the dream work…
Prepare the front line for battle.Are all company teams aligned?
No? Create a strategy!Yes? Regroup regularly to reflect and perfect.
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Additional Tips…Get more reviews.
Know your options.Engage customers and encourage feedback.Let customers know where they can find you.Offer incentives for sharing feedback.
Keep it real.Mean it when you apologize.Don’t use the same reply for everyone.Follow through.
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Doing #CustServ Right…
Who’s doing it right?
Quick response time.Sincerity.Resolution offered.
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Q&AMore questions? Let’s connect online:
Twitter - @DIYAdventurerGoogle - +DanicaJones
Instagram - @DIYAdventurerFB - /thedanica
LinkedIn - www.linkedin.com/in/socialdanica/[email protected]
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Session Objectives and Takeaways
Mission Complete: Customers are a big deal. Be quick to respond to consumer feedback and take time to resolve issues quickly. Review collection is your key to taking control of how consumers view you in organic search beyond social media. Be proactive, set alerts and monitor mentions of brand.
Always be genuine and follow through.Third-party review sites and social monitoring tools are your key to more consumer awareness. Use the data to create a better experience for customers.
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Please Complete An Evaluation Form
Your input is important!You can access Evaluation Forms at:
http://TulsaTechFest.comFill them out!
You can win additional prizes!
Like a $50 Best Buy Gift Card!!
Winner drawn – Midnight, Sun Aug 17th!
Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!
Please help us!Thank our Sponsors: