Proactive customer service online
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Transcript of Proactive customer service online
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Building Brand Advocates
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The 365 degree brand
Source Consilium All Rights Reserved. Copyright 2012 @leighgeorge
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Ace Hotel
Photo Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge
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Ace Hotel
Photo Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge
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Don’t Sell – Offer Value
Photo Credit seedmagazine.com All Rights Reserved. Copyright 2012 @leighgeorge
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Social media empowers customers
Photo Credit butterflypublisher.com All Rights Reserved. Copyright 2012 @leighgeorge
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Use the social web to inspire advocates
Source twitter.com All Rights Reserved. Copyright 2012 @leighgeorge
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Social Proof Brand advocates write more than twice as many communications about brands as the average web user.
More likely to share a great experience about
a product.
50%
Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorge
MORE LIKELY to influence a purchase
75%
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Create positive experiences
Source Instagram All Rights Reserved. Copyright 2012 @leighgeorge
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Build relationships
All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
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Convenience
All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook
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Personalization
All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
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Transparency
All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix
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Monitor conversations
Social customers will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience.
All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer
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Be proactive in your response
All Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter
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Set expectations for responsiveness “Just over half of Facebook users
and more than 8 in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less”
All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer
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The business case for a service culture
Photo Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge
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Contact Me:Leigh George, PhD, Director, Digital and Brand Strategy
http://www.linkedin.com/in/leighgeorge
@leighgeorge
Questions?
All Rights Reserved. Copyright 2012 @leighgeorge