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Whoops ! Here Comes Social Starring Your Customers Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
BECAUSE… Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
From This... Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
..To This Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
A Natural Evolution If you sell on social networks, customer service will inevitably follow Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
A Natural Evolution And it has Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
The Evolution If you don’t get service right via your traditional channels Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
It Goes Public Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
But Discover The Upsides Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
And Reap The Rewards Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Here’s A Thought Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Here’s Another Thought Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
SO… what else changes? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Becomes An Internal Catalyst Social interactions make issues visible “Comcast’s social customer service program continues to develop a culture of customer-centricity At the same time, the team is leading internal efforts to transform products, processes, and services” Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Transforms Your Options Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Inspires New Models To Get Things Done Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Builds Brand Value But it’s tough to stay in credit Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
If You Are World Class social customer service then adds to brand equity Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Here’s Their Key Insight The key difference of Social Media is that, unlike other channels, customers talk about you on sites across the internet instead of talking with you directly This means that we need to engage ourselves proactively in conversations as opposed to our normal channels which are reactive. Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
Maybe The 1st Milestone? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
How Will It All Work Out? “Social media has changed customer service from being a support function to being an extension of marketing” Webinar poll of 130 call centre managers Agree or Disagree? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012

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Whoops here comes social martin hill wilson

  • 1. Whoops ! Here Comes Social Starring Your Customers Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 2. Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 3. BECAUSE… Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 4. From This... Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 5. ..To This Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 6. A Natural Evolution If you sell on social networks, customer service will inevitably follow Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 7. A Natural Evolution And it has Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 8. The Evolution If you don’t get service right via your traditional channels Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 9. It Goes Public Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 10. But Discover The Upsides Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 11. And Reap The Rewards Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 12. Here’s A Thought Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 13. Here’s Another Thought Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 14. SO… what else changes? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 15. Becomes An Internal Catalyst Social interactions make issues visible “Comcast’s social customer service program continues to develop a culture of customer-centricity At the same time, the team is leading internal efforts to transform products, processes, and services” Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 16. Transforms Your Options Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 17. Inspires New Models To Get Things Done Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 18. Builds Brand Value But it’s tough to stay in credit Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 19. If You Are World Class social customer service then adds to brand equity Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 20. Here’s Their Key Insight The key difference of Social Media is that, unlike other channels, customers talk about you on sites across the internet instead of talking with you directly This means that we need to engage ourselves proactively in conversations as opposed to our normal channels which are reactive. Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 21. Maybe The 1st Milestone? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012
  • 22. How Will It All Work Out? “Social media has changed customer service from being a support function to being an extension of marketing” Webinar poll of 130 call centre managers Agree or Disagree? Social Customer Service A BrainFood Product © BridgeHouseConsulting Ltd 2012