2. Social Media + Customer Care?
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3. A Tale of Two Departments
Marke'ng
Support
Purpose
Listen
and
Monitor
Engage
and
Triage
Currency
Trends
1:1
Conversa4ons
Success
Metric
Share
of
Voice
C-‐Sat,
Time
to
Agent
Response
Measurement
Quarterly
Minutes
Work
Environment
Shared
Ownership
Individual
Accountability
Social
Success
Retweets
Case
Resolu4on
Typical
Response
“Thanks!”
“How
can
we
resolve?”
Loca'on
Headquarters
Distributed
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