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Customer Service Through Social Media and Online Marketing

2 Customer Service Through Social Media and Online Marketing

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This is ‘social’ media NOT broadcast media

Attract > Deliver > Retain

Customer service

goes way beyond

solving problems

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Social Proof

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Social media gives you a voice What will be your tone of voice?

Is there anybody there… or are you a machine?

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How do you want to serve?How do you want to be perceived? What will happen if you get this right?

Content that goes

above and beyond

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You have a personality

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You have a personality

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Turn your complainers into your biggest fans

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Celebrate great customer service Don’t let good customer service go unrecognised

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People buy people

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Tone of voice Social media gives you a voice

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It’s good to chat The audience love it The algorithms love it

Surprise & Delight

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Delivering customer service through Twitter

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Go that extra mile and make yourselves stand out from the crowd

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Be human …Send voice messages Send video messages Sign off with your name

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Video is in your pocket

The algorithms LOVE IT

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Social proof

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We want to know what others think

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Showcase quality…The little things that make you different • Food • Staff• Rooms • Views • Dogs

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Your passion shows

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The talk trigger

Deliver

Information without

asking

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Answer questions before they are asked

Retain

Stay in touch

A thank you goes a

long way

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Keep in touch By email or private message • Offers • Vouchers • What’s on• Reasons to return – FOMO

What now …

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Step 1Are you really social?Are there real conversation?

Take a good look at your social

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Step 2Where are your people?How much do they care?

Take a good look at your social

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Step 3If your social is just broadcasting

Take time … Make changes

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Customer Service Through Social Media and Online Marketing