Happy customers 2.0How Social Media is the New Frontier for Customer Services

Dan Slee Walsall

Council PSF

In 1982...

Greetings from Brisbane

In 2013...

What is social media?

What is social media?

What is social media?

Casestudy

Casestudy

Casestudy

Casestudy

“Thanks so much for your letter. I think renaming tiger bread giraffe bread is a brilliant idea – it looks more like the blotches on a giraffe than stripes on a

tiger doesn’t it?”

Casestudy

“It is called tiger bread because the first baker who made it a looong time ago thought it looked

like a tiger. Maybe they were a bit silly.”

Casestudy

Casestudy

What is social media?

A

C

Some stats (source: Ofcom, October 2012)

A

C

80 per cent of UK homes have internet access

Some stats (source: Ofcom, October 2012)

A

C

80 per cent of UK homes have internet access

46 per cent of UK homes over 65 have internet access

Some stats (source: Ofcom, October 2012)

A

C

80 per cent of UK homes have internet access

46 per cent of UK homes over 65 have internet access

Some stats (source: Ofcom, October 2012)

58 per cent of UK adults have a smartphone

A

C

80 per cent of UK homes have internet access

46 per cent of UK homes over 65 have internet access

Some stats (source: Ofcom, October 2012)

58 per cent of UK adults have a smartphone

64 per cent of UK adults have changed how they communicate

A

C

80 per cent of UK homes have internet access

46 per cent of UK homes over 65 have internet access

Some stats (source: Ofcom, October 2012)

58 per cent of UK adults have a smartphone

58 per cent of people with internet access download social media apps

64 per cent of UK adults have changed how they communicate

A

C

69 per cent of people who had good customer service interactions were happy that their customer service complaint was resolved quickly

Some stats (source: Directional Research, Jan 2013)

A

C

69 per cent of people who had good customer service interactions were happy that their customer service complaint was resolved quickly

67 per cent of people who had bad customer services interactions blamed the length of time to resolve them.

Some stats (source: Directional Research, Jan 2013)

Twitter customer services

Twitter customer servicesThe social media landscape

1 account 67 accounts 37,940 sign-ups 171,685 reach

Casestudy

@londonmidland

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@londonmidland

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@londonmidland

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@londonmidland

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@londonmidland

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@cineworld

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@cineworld

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@cineworld

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@cineworld

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@cineworld

things to make a good customer services

Twitter

8

We’ve been here before1 Have a dedicated Twitter account

We’ve been here before2

Say when it’ll be monitored

We’ve been here before3 It should speak human

We’ve been here before4 Acknowledge a question quickly, answer slower

We’ve been here before5

Never argue with an idiot. To a passer-by it’s just two idiots arguing…

We’ve been here before6 THINK! What would you do if this was a phone conversation?

We’ve been here before7 Be connected. If there’s a flood of calls then tweet…

8

Evaluate

Face to face: £8.62

Web: 15p

We’ve been here before

We’ve been here before

We’ve been here before

We’ve been here before

Creative commonsHappy child http://www.flickr.com/photos/leecullivan/240389468/sizes/l/

Telephone http://www.flickr.com/photos/thomashawk/7130196519/sizes/l/Computer http://www.flickr.com/photos/phrenologist/3255396774/sizes/l/

Control room http://flic.kr/p/6xvZdeSchool teacher http://flic.kr/p/6DgMqX

Motorbike http://flic.kr/p/6DkWbEPipe smoker http://flic.kr/p/6DkSnW

Parking lot http://flic.kr/p/6VupPKCrowd http://flic.kr/p/6Vuq1M

Telephone drug store http://flic.kr/p/6DkV8dCar plant on the levee http://flic.kr/p/6DgLFM

Thank you

Dan SleeTwitter: @dansleeEmail: sleed@walsall.gov.ukBlog: www.danslee.wordpress.comBlog: www.comms2point0.co.uk