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Reinventing Customer Service

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WHAT NO ONE’S TELLING YOU ABOUT CUSTOMER SERVICE AND SOCIAL MEDIA SEPTEMBER 27, 2010 Ed Lee, Director, Social Media Tuesday, September 27, 2011
Preconceptions Misconception My Perception Conception REINVENTING CUSTOMER SERVICE Tuesday, September 27, 2011
Digital content and sites that allow consumers to connect and share everything from opinions and recommendations to music, video and photos Tuesday, September 27, 2011
More SOCIAL than MEDIA Tuesday, September 27, 2011
The landscape is changing Tuesday, September 27, 2011
WE ARE IN THE MIDST OF A PROFOUND CULTURAL SHIFT Tuesday, September 27, 2011
Social Media allows us to express ourselves Tuesday, September 27, 2011
In an instant Tuesday, September 27, 2011
Without much thought Tuesday, September 27, 2011
Before, during or after Tuesday, September 27, 2011
Social media is the new... Water Cooler Coffee Break Cigarette Break Tuesday, September 27, 2011
Tuesday, September 27, 2011
Tuesday, September 27, 2011
Tuesday, September 27, 2011
UBLISH TY TO P ER ABILI CONSUM Tuesday, September 27, 2011
Preconceptions What you may have heard Tuesday, September 27, 2011
Killer app? Tuesday, September 27, 2011
Richard Tuesday, September 27, 2011
Frank Tuesday, September 27, 2011
These Guys Tuesday, September 27, 2011
X Time; Not Twitter Tuesday, September 27, 2011
It Depends Tuesday, September 27, 2011
Whatʼs Out There? Tuesday, September 27, 2011
Reactive: respond Tuesday, September 27, 2011
Reactive: Find and respond Tuesday, September 27, 2011
Reactive: Direct into Funnel Tuesday, September 27, 2011
Proactive Tuesday, September 27, 2011
Misconceptions What I’ve heard Tuesday, September 27, 2011
Killer App Tuesday, September 27, 2011
Talking makes things better Tuesday, September 27, 2011
One Size Fits All Tuesday, September 27, 2011
3 Tuesday, September 27, 2011 Types of Consumers
1. Fans Tuesday, September 27, 2011
2. Critics Tuesday, September 27, 2011
3. Ragers Tuesday, September 27, 2011
I can start... Tuesday, September 27, 2011
One Size Fits All Tuesday, September 27, 2011
My Perception Customer service and social media Tuesday, September 27, 2011
Competitive Advantage Tuesday, September 27, 2011
Are we training people to shout at us online? Tuesday, September 27, 2011
Canadian Example Tuesday, September 27, 2011
Directions Tuesday, September 27, 2011
Don’t push the toothpaste back into the tube Tuesday, September 27, 2011
Learn, Store and Share Tuesday, September 27, 2011
Actionable Insights Tuesday, September 27, 2011
Integrate into existing systems Tuesday, September 27, 2011
Not a product plug Tuesday, September 27, 2011
Conception Customer service and social media Tuesday, September 27, 2011
Start Now Tuesday, September 27, 2011
LISTEN ANALYZE What are people saying? What does it mean? Where? How? Who? What can we change? SOCIAL MEDIA AND CUSTOMER SERVICE APPLY LEARN Action Weave the strands together Rinse, Repeat Tuesday, September 27, 2011
Social Business Tuesday, September 27, 2011
Social Business Models Tuesday, September 27, 2011
Impact of Social Media Tuesday, September 27, 2011
THANk YOU Tuesday, September 27, 2011
Resources edlee.ca/reinvent-customer-service Tuesday, September 27, 2011
QUESTIONS? edl@tribalddb.ca @edlee slideshare.net/edlee linkedin.com/in/edlee Tuesday, September 27, 2011

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