Proactive Customer Service with Twitter
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Proacti ve Custome r Service
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Find your customers that need help! A plain talking overview from the Arkgroup Web 2.0 conference in Perth on 29 June 2009. I discuss the work that I have done with Tobii eye tracking on social media marketing. I specifically look at what Twitter it is, the value it offers, how I used it. Also I look at the outcomes and next steps for Tobii. *See if you can find all the Twitter birds!!
Transcript of Proactive Customer Service with Twitter
Proactive
Customer
Service
what’s all the fuss?
Twitter’s everywhere!
29/06/09
it’s useful!
and political
use has been correlated to someone’s need for social support
http://usableworld.com.au/2009/06/13/humans-must-be-social/
or to keep in touch with distant family and friends
or to find old colleagues and sweethearts ;)
or just to get help..
help me
please!
calls get
answered..
Problem resolutionPositive brand imageStaff involvementCost reduction
a customer service platform
a customer service platform
+ sales :)
Problem resolutionPositive brand imageStaff involvementCost reduction
loyalty
Case Study
Tobii TechnologyWorld leader in eye tracking/eye
control250 employees
Huge revenue growth from 2002-2009
Awards:Fastest Growing Tech Company in Sweden
The Electronics Company of the Year
Winner of Microsoft’s Ingenuity Point Award
Offices: Sweden, Japan, US, Germany, Norway and Australia
social media what?
educate by doing
value ?
investm
ent ?
priorit
y ?
reac
h ?
num
bers
? who ?
quick n easy
globaltargeted
why
?
it’s ‘brandable’
track brands
some tips
just tweet!
say something!
who are you?
the Tweeters can change
gain momentum
friends of friendsstaff
import your gmail addresses
follow:
ask your friends!
and their friends
more tips!1. Authenticity before marketing. Have personality.2. Be nice. Be thankful. Reply (@) and Retweet (RT)3. Follow most people who follow you4. Use “Favorites” to feature your important Tweets!5. Tweet everyone’s content.6. Don’t worry about those that “unfollow” you
take care!!
don’t spam!
it’s not traditional media
be
authenti
c!
‘you are with your customers’
Twitter tools
choose a couple
manage
manage
dailyretweet (RT)
reply @ direct D
shorten links
track the clicks
monitor
mon
thlydaily
alerts
find problems & solve ‘em!
enquiries serviced
Fast turnaround
Simple questions
Quick tweets
Build relationships
Refer on
measure
sales leads
Build relationships!
Identify issues and opportunities
Source case studies/research findings
Promote culture of knowledge sharing
Connect Global audience
Feature requests
Congratulations
WIIFM?I’ve learnt stuff about eye tracking too
next?
kpis
responsibilitiestraining
job roles
integrate
Customer service with Twitterhttp://mashable.com/2009/05/09/twitter-customer-service/
Mashable - 10 Twitter toolshttp://mashable.com/2009/06/09/organize-twitter/
Geeks Guide to Promoting yourself with Twitter http://en.calameo.com/read/0000000257624143a2b57
Video case studyhttp://www.loiclemeur.com/english/2009/03/how-to-do-customer-service-in-a-twitter-world-and-case-study-robert-scoble.html
Companies using Twitterhttp://econsultancy.com/blog/2954-using-twitter-for-customer-service
Twitter Do’s and Don’tshttp://www.mlmprofitsblog.com/2009/05/top-5-twitter-dos-and-dont-for-internet.html
Twitter and brand managementhttp://www.chromaticsites.com/blog/impressive-twitter-customer-service-brand-management-cases/
links
my blogshttp://usableworld.com.au/2009/02/08/customer-service-with-twitter/
http://usableworld.com.au/2009/06/07/profile-your-twitter-followers/
www.tobii.com
http://www.twitter/jamesbreeze
