1. Turning
Your
Customers
and
Cri1cs
Into
Brand
Ambassadors
October
27,
2011
Andrew
Gillespie,
Guest
Services
Manager
@ADGillespie
2. Agenda
• Excep6onal
Service
• Customer
Therapy
• Customer
Service
Best
Prac6ce
3. Excep6onal
Service
• The
Golden
Rule
has
guided
our
Service
Culture
for
50
years:
We
seek
to
deal
with
others
as
we
would
have
them
deal
with
us.
• Approach
Social
Media
channels
the
same
way
you
handled
emerging
channels
in
the
past:
• Do
your
research
• Listen
first
• Start
small
if
possible
• Be
clear
about
what
you
can
commit
to
16. Social
Media
as
Shared
Accountability
Marketing
Guest PR/
Services Agencies
Social
Media
(Twitter &
Facebook)
17. Customer
Therapy
• Be
public
and
transparent
when
possible.
• If
personal
informa6on
needs
to
be
shared
take
the
conversa6on
offline.
• Close
the
loop
online
once
the
situa6on
has
been
resolved.
• Be
real
–
these
are
not
the
channels
for
scripted
conversa6on,
Public
Rela6on
statements
or
Marke6ng
copy.
26. Customer
Service
Best
Prac6ces
• Social
Media
relies
on
transparency,
personality,
sincerity.
• Adapt
current
service
philosophy
to
new
channels.
• You
already
have
the
right
skills
in
house.
• But
you
need
people
who
understand
the
channels,
get
your
brand(s).
