Managing the Needs of the Facebook Consumer –

Social Media meets Customer Care

Niall Devitt19th June 2014

What is Social Customer Service?

What is Social Media?

“Social Media is a catch-all term used to describe the tools and

technologies that facilitate social

interaction over the internet”.

What is Social Customer Service?

“Social customer service is a measured and process driven social framework to enable companies to monitor and manage conversations around their brand and products in a productive and efficient manner.”.

Opportunity? Up to you!

"Social media is either a time-wasting, wool-gathering, yak-shaving waste of effort or, perhaps, just maybe, it’s a crack in the wall between you and the rest of the world. It’s a choice... up to you.”

Seth Godin

The Social Customer

Forget Dialogue…it’s “Trialogue”

Social Customer Wants?

Social Customer Service

42 % of Consumers Complaining on Social Media Expect 60 Minute Response Time

Study by Edison Research 2012

Social Customer Service

“Organisations that refuse to communicate with customers by social media will face the same level of wrath from customers as those that ignore today's basic expectation that they will respond to emails and phone calls.”

Gartner Inc.

Social Customer Care Case Studies

BT – Social Customer Service

KLM – Social Customer Service

Measuring Success& Sentiment

Be Proactive – many conversations about your brand and your industry may not be directed to you. You have to find them.

Listen!•Identify “Influencers” in your industry.•Monitor brand sentiment.•Find new customers.•Identify and engage with unhappy customers. •Find out what customers want.•Benchmark with your competition

Listen & Benchmark

“The nobodies are the new somebodies”

Guy Kawasaki - Founding partner at Garage Technology Ventures. Former Chief Evangelist

of Apple

The host of Fox Televisions Shelly Palmer Digital Living had written a blog detailing his encounter with Californian tollbooths. Palmer was less than happy with the encounter and his written description via his blog soon went viral on the online social channels. http://www.shellypalmer.com/about/

Listen to Customer Conversations

May 2014

Best SCS – Facebook

Listening tools

Future Trends

5 Future Trends

• Video continues to evolve

• Unique “Rich” content becomes vital

• Social Advertising becomes more powerful

• “Private” Social Networks thrive

• The Age of Advocacy arrives

THANK YOU

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