SPACE: The Final Frontier

Ummm, Not so fast…

Social Media & Customer Service:

The NEXT Frontier

“Social media has come along and shaken up everything we know about customer service.

It has, in effect, turned it completely on its head. The benefits of social media as a customer service channel are more and more apparent and steadily becoming a necessity for businesses rather than a ‘nice to have’.

The fact is that businesses will always have to go where their customers are and right now, these customers are turning to social media.”

-Lauren Fisher, Simply Zesty.com

What do you NOT see?

Company Intervention

Online, there is nowhere for companies to hide

What DO you see?

Opportunity!!

Not responding to FB/Twitter posts is equivalent to

turning your back on customers at the customer service desk!

Unthinkable!

Absolutely UNACCEPTABLE!

Customer Service Suicide

How Do You Handle All These Issues???

Create a Social Media Team!

Protect & Improve (and Create) Brand Image and Loyalty

Scour the internet looking for what’s being said about the brand

KHOL’s-Gettin

g it done!

Pros

• Millions of people on Social Media sites

•Foster loyal communities around brand

•Invites crowd-sourcing where customers help each other

CONS

• Millions of people on Social Media sites 24/7-They expect RAPID resopnses

•Complaints for the world to see (Which can be turned into a PRO)

•Invites crowd-sourcing where customers help each other

Social media customer service has become a combination of troubleshooting, engagement and building community.

--Meghan Peters, Mashable.com