Customer Service Through Social Media and Online … Service...7 Customer Service Through Social...
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1 Customer Service Through Social Media and Online Marketing
Transcript of Customer Service Through Social Media and Online … Service...7 Customer Service Through Social...
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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
