2. Analysis of the onboarding process for an airline social
media customer service team.
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. 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. 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. 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. 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. 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. 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. 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.