Customer Service for the New Customer: Transitioning to a Real-Time Service Model

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Our SpeakersNathan Roth, leads Digital & Social at Koodo Mobile, Canada's fastest growing telecom, where he has created a number of award-winning campaigns and outstanding business results. Fueled by an insatiable appetite for marketing, human behavior and technology, Nathan has helped to define how brands can connect with consumers in the post-digital age. His ultimate goal is to build smarter and more social organizations by empowering open conversation and collaboration between employees and customers.@Koodo

Wendy Lea, CEO, Get Satisfaction. Wendy founded The Chatham Group, where she currently serves as an angel investor, strategic advisor and board member for a long list of startup companies. She also serves on the board of Silicon Valley Social Venture Fund (SV2.org). Wendy has been recognized as a Top 100 Woman of Influence in Silicon Valley and a 2012 Watermark Woman Who Has Made Her Mark. @WendySLea 

Frank Eliason Director of Global Social Media at Citi. Frank has been described as the “most famous customer service manager in the U.S., possibly the world.” By expanding the reach of customer service via social media, and taking the simple approach of asking "Can we help?” he repositioned the relationship between Comcast and its customers. At Citibank, Frank and his team are helping to change the way a global financial institution manages its relationships with a diverse community of consumer, small business and corporate customers—to serve and exceed their expectations and helping build a lifetime of trust between Citibank and its customers. @FrankEliason

Robin Carey founded Social Media Today LLC, a media company which brings together many of the world’s best thinkers about business and policy topics, in 2007.  Prior to that, she ran her own media consulting company for 16 years, and worked with Time Inc, Newsweek, BusinessWeek and Ziff-Davis. She leads a team that curates web-based content about social media and other topics, speaks frequently about social media and business. @robincarey

Today’s Customer

More empowered than ever with instant publishing on across large networks.

50%+ expect customer service via social media

60% use web self-service

67% prefer online channels to voice 

9/10 expect a consistent experience across channels

9/10 would switch after a poor customer experience

Future of Support

Trend 1: Channel preference is shifting

Trend 2: Mobile Solutions are becoming

expected

Trend 3: Seamless transition between

channels

Trend 4: Proactive outbound

communication 

Trend 5: Voice Of The Customer programs  

Trend 6: Customer service as a

differentiator

Best Practices

1. Be helpful & knowledgeable

2. Be timely & responsive

3. Be honest & transparent

4. Be personable & human

5. See criticism as an opportunity

Customer Engagement is theNew Bottom Line

84% believe customer engagement will overtake productivity as the primary driver of growth

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Be in the conversation business … In today’s social world, customer

engagement is not a campaign … it’s a series of conversations.

Conversation builds trustand relationships

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Pre-Social Media

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Post-Social Media

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Building the Right Strategy• Know Your Brand and Live It (Stop saying one

thing but being something else)• Know Your Customer• Respect Your Customer• Social Media is a community, be a part of it,

but stop trying to be the center of it!#SMTLive

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