Customer care and social media monitoring
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Customer Care and Social Media Monitoring When people talk…
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Transcript of Customer care and social media monitoring
Customer Care and Social Media Monitoring
When people talk…
What is customer care?
A lot goes into customer care The prices of products The cleanliness of a store The courtesy of employees The tastefulness of advertising The convenience of shopping carts and
baskets
Customer Care ≠ Customer Service
Customer Care Outcomes are Articulated via Customer Feedback
Ratings
Reviews
Recommendations
Customer Care Guidelines
?
Why Monitor Social Media?
Respond to customer needs Gather metrics on brand mentions Monitor emotive keywords (love,
hate, like, sucks) Identify potential incendiary
communications before they spread Let your customers know you care Keep track of the competition More, more and more
Social Media Monitoring
No one tool to rule them all RSS Readers Google Alerts by Email HootSuite and Tweetdeck
