customer service & social media - techfest tulsa 2014

Tulsa TechFest 2014 | Fri, Aug 15th, 2014 | OSU - Tulsa | 68+ Speakers, 19 Tracks & 96 Sessions!

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Customer Service in Social Media

(and beyond!)

Danica JonesMarketing ManagerConsumerAffairs.com


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and

set your phones to vibrate or silent mode!

Please Be Courteous!


The Mission

Learn why consumers rely on social to connect Best PracticesTools and tips for a more balanced brand conversation online


Why Customers Matter

Customers = RevenueCustomer Feedback = Gold.


Why customers are using social to reach brands…


Feedback Friction

Motivation to write a reviewAvailable Channels:

Brand CollateralSocial MediaThird-Party Review SitesIn-Store

How much effort is required to write a review?


Other obstacles in social customer service

Are you listening? Monitoring?Tracking customer engagementTroll, or unhappy customer?


So you just found some customer feedback on a social media platform…What next?

WhoWhatWhereWhenWhyHow


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.


Reduce feedback friction

Evaluate #CXHow accessible are you?Monitor keywords, brand mentions, and competitors.Asking for feedback?


Resolutions aren’t always about $$$

AskListen

Prepare


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.


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.


Doing #CustServ Right…

Who’s doing it right?

Quick response time.Sincerity.Resolution offered.


Q&AMore questions? Let’s connect online:

Twitter - @DIYAdventurerGoogle - +DanicaJones

Instagram - @DIYAdventurerFB - /thedanica

LinkedIn - www.linkedin.com/in/socialdanica/[email protected]

http://www.linkedin.com/in/socialdanica/

mailto:[email protected]


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.


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customer service & social media - techfest tulsa 2014

Marketing

osu tulsa

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