In this presentation Allison provides direction and suggestions about Marketing & Servicing your Education & Training Customers Online, whether your customers are external clients, internal ‘customers’ or learners who are clients of your training organisation. She will cover having a web presence, understanding the ‘give and get’ of the internet, listening to and communicating with your customers online as well as other key considerations for implementing eCustomer service

1. vanguardvisionsconsulting.com.au
eCustomer Service
Marketing and servicing your customers online
Allison Miller
Director & Principal Consultant

2. Session Overview
• Welcome and introductions
• Why is good customer service important?
• Which eCustomer Service strategies?
• eCustomer Service Key Considerations
• What eCustomer Service will you investigate
further?
• Want to know more?

3. Why is good customer
service important?

4. Brand Recognition, Return Business
& Customer Loyalty
Image: 'Chipmunk Checking Email'
http://www.flickr.com/photos/23806189@N00/226823992
Found on flickrcc.net
Think Apple or Harley-Davidson
Image: 'Dark Knight'
http://www.flickr.com/photos/49766155@N07/5185076994
Found on flickrcc.net

5. Which eCustomer Service strategies to you use now?

6. Which eCustomer Service
strategies?

7. Having a web presence

8. Offer a ‘one stop
shop’
Save time & $$
Image: http://sa.gov.au/doitonline
Offer a ‘one stop
shop’
sa.gov.au/doitonline

9. Anytime, Anywhere
Image: 'toddler apps'
http://www.flickr.com/photos/7941044@N06/5661879987
Found on flickrcc.net
Predicated that
between 80-85% of
Australians will have
an internet-enabled
smart phone by mid-
2013
Australian Mobile Phone Lifestyle
Index Survey 2012
Source: aimia.com.au/home/news/member-news/aimia-releases-eighth-annual-australian-mobile-phone-lifestyle-index

10. Apps
• Would your business lends
itself to having an app?
• Checking timetables or
results?
• Booking
classes/enrolling?
• Latest news?
• Orientation/Induction
(AQSA requirements)?
• Others?
Convenience
Image: “Order your coffee with an app” – Vanguard Visions Consulting - http://www.flickr.com/photos/77018488@N03/8143763298/
iTunes App Store
Android Apps Store

11. Give and get

12. What can you give away in order
to get your customer’s
attention?
• Free online service?
• Samples or tasters?
• Free consultations?
• Free first RPL?
Give to Get
Image: http://www.scoopon.com.au/

13. Image: https://www.purlem.com/blog/2012/07/case-study-purlem-com-announces-innovative-new-mailchimp-integration/
Email Lists
• mailchimp.com
The “Push”
Register for eUpdates: bit.ly/digitalcapability

14. Image and quote : http://mashable.com/2012/11/01/facebook-sales/
Follow us on –
• Facebook
Twitter
• Linkedin
Google+
• Pinterest
• YouTube
• etc
The “Push”
50% of Web Sales to
Occur Via Social
Media by 2015
Mashable, 1 November 2012

15. Image: http://vanguardvisions.com.au/blog/
Blogs
• Subscribe
• RSS feeds
The “Push”

16. Images: from Vanguard Visions Consulting's website dashboard – http://vanguardvisionsconsulting.com.au
Search Engine Optimisation
(SEO)
• Key words
• Meta-data
• Naming your website
URL
And the “Pull”

17. Image: from the Dashboard of http://adwords.google.com
Adwords - adwords.google.com
Facebook ads - facebook.com/advertising
• What are search terms are customers using
when looking for products like yours
• Use these as keywords on your website
And the “Pull”

18. Listening to your
customers

19. Social Media - YouTube
“United Breaks Guitars”
Listening to your customers
Video: United Breaks Guitars: http://www.youtube.com/watch?v=5YGc4zOqozo
Customer service is an
emotional experience.
People want to share
their experiences –
both good and bad.
What are your customers saying
about your business?

20. Social media -
Facebook
• “posts”
• “likes”
Listening to your customers
Image: Sydney Morning Herald – 14 August 2012 - http://www.smh.com.au/lifestyle/fashion/storm-over-targets-trampy-fashion-sense-20120813-244xz.html

21. Listening to your customers
Image: Digital Capability Twitter - https://twitter.com/digitalcapabili
Social media -
Twitter
• “trending”
• “#hashtags”

22. Google Alerts – bring
their messages to your
inbox
google.com/alerts
Listening to your customers
Image: http://www.google.com/alerts/manage

23. Online feedback
(Google forms)
docs.google.com
Listening to your customers
Image: Screenshots

24. Automate

25. Image: Live Chatr - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream
• Live Chat - “Can I help you?”
• ClickDesk:
• clickdesk.com
Automate

26. Images: Simplybook.me - http://eportfolioservices.simplybook.me/index/about Eventbrite: http://steve-hargadon-educator20-adelaide.eventbrite.com.au/
Data entered into your
Calendar or Database
• Simplybook.me
• Eventbrite
Automate
• Simplybook.me
• Eventbrite.com.au

27. Image: SMS reminder - http://www.flickr.com/photos/77018488@N03/8168813548/in/photostream
• SMS reminders
• Automatic email responses
• “I’m currently away …”
• “Thank you for
registering”
• “Reminder of events”
Automate

28. Image: http://www.onepagecrm.com/
Customer Relationship
Management (CRM)
• Insightly
insightly.com
• One Page CRM
onepagecrm.com
Automate

29. Collect the data

30. Customer analytics
• Google analytics -
google.com/analytics
• Facebook Page analytics
• WordPress analytics
Collect the data
Facebook Insight Image: http://www.facebook.com/digitalcapability/page_insights

31. eCustomer Service Key
Considerations

32. eCustomer Service is one of many
customer service strategies
Image: 'A Sea of Glass - The Chihuly Exhibit at the Bellagio in Vegas'
http://www.flickr.com/photos/95572727@N00/3888356671
Found on flickrcc.net

33. Your customers’ ‘digital literacy’ and
online confidence
Image: 'My Ghost'
http://www.flickr.com/photos/45339031@N00/212999782
Found on flickrcc.net

34. Your eCustomer Service ease of use
or ‘usability’
Image: 'How a toddler deals with a crashed+app'
http://www.flickr.com/photos/38869431@N00/4902072639
Found on flickrcc.net

35. Upfront costs and ongoing
support/maintenance
Image: '101123-F-5751H-097'
http://www.flickr.com/photos/39513508@N06/5228827279
Found on flickrcc.net

36. What eCustomer Service
strategy will you
investigate further?

37. Other webinars we run:
Flipped Learning Design – Enabling Personalised
Learning
4 June
http://workforceplanningtools.com.au/products-page/workforce-development-solutions/flipped-learning-design-enabling-personalised-learning-
webinar/
From Face to Face Learning to Facebook Learning
18 June
http://workforceplanningtools.com.au/products-page/workforce-development-solutions/1639-2/
Running your business from anywhere
2 July
http://workforceplanningtools.com.au/products-page/workforce-development-solutions/nbn-business-readiness-webinar-series-running-your-
business-from-anywhere/

38. Want to know more?
Register for eUpdates: bit.ly/digitalcapability
Follow on:
Twitter - twitter.com/digitalcapabili
Facebook - facebook.com/digitalcapability
LinkedIn - bit.ly/DCLinkedIN
Google+ - bit.ly/DCGoogleplus
Pinterest - pinterest.com/vanguardvisions

39. vanguardvisionsconsulting.com.au
Allison Miller
0400 732 270
allison@vanguardvisions.com.au
vanguardvisionsconsulting.com.au