reinventing customer service
TRANSCRIPT
![Page 1: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/1.jpg)
WHAT NO ONE’S TELLING YOU ABOUT CUSTOMER SERVICE AND SOCIAL MEDIA
SEPTEMBER 27, 2010Ed Lee, Director, Social Media
Tuesday, September 27, 2011
![Page 2: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/2.jpg)
PreconceptionsMisconceptionMy PerceptionConception
REINVENTING CUSTOMER SERVICE
Tuesday, September 27, 2011
![Page 3: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/3.jpg)
Digital content and sites that allow consumers to connect and share everything from opinions and
recommendations to music, video and photos
Tuesday, September 27, 2011
![Page 4: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/4.jpg)
More SOCIAL than MEDIA
Tuesday, September 27, 2011
![Page 5: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/5.jpg)
The landscape is changing
Tuesday, September 27, 2011
![Page 6: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/6.jpg)
PROFOUND CULTURAL SHIFTWE ARE IN THE MIDST OF A
Tuesday, September 27, 2011
![Page 7: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/7.jpg)
Social Media allows us to express ourselves
Tuesday, September 27, 2011
![Page 8: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/8.jpg)
In an instant
Tuesday, September 27, 2011
![Page 9: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/9.jpg)
Without much thought
Tuesday, September 27, 2011
![Page 10: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/10.jpg)
Before, during or afterTuesday, September 27, 2011
![Page 11: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/11.jpg)
Social media is the new...Water Cooler Coffee Break Cigarette Break
Tuesday, September 27, 2011
![Page 12: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/12.jpg)
Tuesday, September 27, 2011
![Page 13: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/13.jpg)
Tuesday, September 27, 2011
![Page 14: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/14.jpg)
Tuesday, September 27, 2011
![Page 15: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/15.jpg)
CON
SUM
ER A
BILI
TY T
O P
UBLI
SH
Tuesday, September 27, 2011
![Page 16: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/16.jpg)
PreconceptionsWhat you may have heard
Tuesday, September 27, 2011
![Page 17: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/17.jpg)
Killer app?
Tuesday, September 27, 2011
![Page 18: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/18.jpg)
Richard
Tuesday, September 27, 2011
![Page 19: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/19.jpg)
FrankTuesday, September 27, 2011
![Page 20: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/20.jpg)
These Guys
Tuesday, September 27, 2011
![Page 21: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/21.jpg)
Time; Not Twitter
XTuesday, September 27, 2011
![Page 22: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/22.jpg)
It Depends
Tuesday, September 27, 2011
![Page 23: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/23.jpg)
Whatʼs Out There?
Tuesday, September 27, 2011
![Page 24: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/24.jpg)
Reactive: respond
Tuesday, September 27, 2011
![Page 25: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/25.jpg)
Reactive:Find and respond
Tuesday, September 27, 2011
![Page 26: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/26.jpg)
Reactive:Direct into Funnel
Tuesday, September 27, 2011
![Page 27: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/27.jpg)
ProactiveTuesday, September 27, 2011
![Page 28: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/28.jpg)
MisconceptionsWhat I’ve heard
Tuesday, September 27, 2011
![Page 29: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/29.jpg)
Killer App
Tuesday, September 27, 2011
![Page 30: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/30.jpg)
Talking makes things better
Tuesday, September 27, 2011
![Page 31: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/31.jpg)
One Size Fits All
Tuesday, September 27, 2011
![Page 32: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/32.jpg)
Types of Consumers3Tuesday, September 27, 2011
![Page 33: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/33.jpg)
1. Fans
Tuesday, September 27, 2011
![Page 34: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/34.jpg)
2. Critics
Tuesday, September 27, 2011
![Page 35: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/35.jpg)
3. Ragers
Tuesday, September 27, 2011
![Page 36: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/36.jpg)
I can start...
Tuesday, September 27, 2011
![Page 37: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/37.jpg)
One Size Fits AllTuesday, September 27, 2011
![Page 38: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/38.jpg)
My PerceptionCustomer service and social media
Tuesday, September 27, 2011
![Page 39: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/39.jpg)
Competitive Advantage
Tuesday, September 27, 2011
![Page 40: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/40.jpg)
Are we training people to shout at us online?
Tuesday, September 27, 2011
![Page 41: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/41.jpg)
Canadian Example
Tuesday, September 27, 2011
![Page 42: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/42.jpg)
Directions
Tuesday, September 27, 2011
![Page 43: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/43.jpg)
Don’t push the toothpaste back into the tube
Tuesday, September 27, 2011
![Page 44: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/44.jpg)
Learn, Store and Share
Tuesday, September 27, 2011
![Page 45: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/45.jpg)
Actionable Insights
Tuesday, September 27, 2011
![Page 46: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/46.jpg)
Integrate into existing systems
Tuesday, September 27, 2011
![Page 47: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/47.jpg)
Not a product plug
Tuesday, September 27, 2011
![Page 48: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/48.jpg)
ConceptionCustomer service and social media
Tuesday, September 27, 2011
![Page 49: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/49.jpg)
Start Now
Tuesday, September 27, 2011
![Page 50: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/50.jpg)
ANALYZELISTEN
LEARNAPPLY
SOCIAL MEDIA
AND
CUSTOMER SERVICE
What are people saying?Where? How? Who?
What does it mean?What can we change?
Weave the strands togetherActionRinse, Repeat
Tuesday, September 27, 2011
![Page 51: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/51.jpg)
Social Business
Tuesday, September 27, 2011
![Page 52: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/52.jpg)
Social Business Models
Tuesday, September 27, 2011
![Page 53: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/53.jpg)
Impact of Social Media
Tuesday, September 27, 2011
![Page 54: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/54.jpg)
THANk YOU
Tuesday, September 27, 2011
![Page 55: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/55.jpg)
Resources
edlee.ca/reinvent-customer-service
Tuesday, September 27, 2011
![Page 56: Reinventing Customer Service](https://reader038.vdocument.in/reader038/viewer/2022100420/5550fb88b4c9057b478b4a42/html5/thumbnails/56.jpg)
QUESTIONS?
[email protected]@edleeslideshare.net/edleelinkedin.com/in/edlee
Tuesday, September 27, 2011