Customer Service Branding - Drizzlin Media
-
Upload
drizzlin-media-we-humanize-brands -
Category
Documents
-
view
1.398 -
download
0
description
Transcript of Customer Service Branding - Drizzlin Media
![Page 1: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/1.jpg)
CUSTOMER SERVICE
BRANDING…
![Page 2: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/2.jpg)
Mrutyunjay Mishra, COO @TwittingM2
![Page 3: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/3.jpg)
THIS IS NOT AN ISOLATED CASE
LETS LOOK AT THE ENTIRE LANDSCAPE OF DISSATISFIED CUSTOMERS...
![Page 4: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/4.jpg)
Peeved Customers that never express
Peeved Customers that express but are not heard
Peeved Customers that are heard but never addressed
Peeved Customers that sometimes to get addressed but there is no resolution
The lucky ones that get resolved but are never really WOWED
![Page 5: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/5.jpg)
DO YOU THINK THERE IS SOMETHING BEYOND RESOLUTION THAT COULD BE DONE FOR A DISSATISFIED CUSTOMER?
![Page 6: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/6.jpg)
WE THINK YES!
![Page 7: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/7.jpg)
WE BELIEVE THAT COMPLAINTS ARE NOT JUST ABOUT RESOLUTION AND CLOSING TICKETS.
THEY ARE ACTUALLY AN OPPORTUNITY TO CREATE BRAND AMBASSADORS
![Page 8: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/8.jpg)
CREATING WOW LET’S TELL YOU HOW
![Page 9: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/9.jpg)
THE WOM OF WOWSPREADING CUSTOMER SERVICE EXPERIENCE…
SHARING WITH FRIENDS AND FAMILY...
THE NETWORK EFFECT KICKS IN
- Facebook & Twitter...
![Page 10: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/10.jpg)
THE ABILITY TO CREATE BUZZ THROUGH CUSTOMER SERVICE AND
USING IT TO YOUR BRAND ADVANTAGE IS WHAT WE CALL
CUSTOMER SERVICE BRANDING
![Page 11: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/11.jpg)
LETS TAKE A LOOK AT WHAT’S HAPPENING AROUND...
![Page 12: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/12.jpg)
#1
![Page 13: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/13.jpg)
LOTS OF NEGATIVE COMMENTS AND VERY LITTLE POSITIVE
![Page 14: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/14.jpg)
#2
![Page 15: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/15.jpg)
BRANDS BEHAVING LIKE ROBOTS ON THE SOCIAL WEB...
![Page 16: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/16.jpg)
#3
![Page 17: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/17.jpg)
Happy to help
BRANDS OVER PROMISE AND UNDER DELIVER
![Page 18: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/18.jpg)
#4
![Page 19: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/19.jpg)
INSUFFICIENT TRAINING AND KNOWLEDGE IN MOST CUSTOMER SERVICE REP
![Page 20: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/20.jpg)
#5
![Page 21: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/21.jpg)
LACK OF CHANNEL INTEGRATION
![Page 22: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/22.jpg)
HERE ARE SOME ESSENTIALS FOR MANAGING AFFAIRS…
![Page 23: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/23.jpg)
• Tracking or Listening to each and every online conversation relevant to your business
• Participating and Responding promptly to all relevant customer queries and complaints
• Talking to them as a person and befriending them
• Improving product/service quality at all operational levels
• Encouraging Feedback- Give what they want
• Using Customer Service as a Marketing Tool
![Page 24: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/24.jpg)
AND THIS IS OUR PROPOSITION…
![Page 25: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/25.jpg)
DEDICATE A CHUNK OF YOUR MARKETING BUDGET TO CUSTOMER SERVICE!
BRANDS ARE CUSTOMER CENTRIC WHEN THEIR CUSTOMERS SAY SO AND NOT WHEN THEY
PROCLAIM IT THEMSELVES...
![Page 26: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/26.jpg)
WHAT WE ARE SAYING…
![Page 27: Customer Service Branding - Drizzlin Media](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bf16834a7959d1318b4572/html5/thumbnails/27.jpg)
GOOD CUSTOMER SERVICE CREATES MORE BRAND ADVOCATES!
IT MAKES YOUR CUSTOMERS HAPPY!
IT IS A MARKET DIFFERENTIATOR!
IT IS GOOD KARMA!
THINK ABOUT IT!