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Proactive Customer Service with Twitter

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Find your customers that need help! A plain talking overview from the Arkgroup Web 2.0 conference in Perth on 29 June 2009. I discuss the work that I have done with Tobii eye tracking on social media marketing. I specifically look at what Twitter it is, the value it offers, how I used it. Also I look at the outcomes and next steps for Tobii.

*See if you can find all the Twitter birds!!

Publié dans : Technologie, Business

Proactive Customer Service with Twitter

  1. 1. e iv r t c e a m o o r t P s u ice C rv Se
  2. 2. what’s all the fuss?
  3. 3. 2 9 /0 6 /0 9 T w it t e r ’ s e v e ryw h e re !
  4. 4. it’s useful!
  5. 5. and political
  6. 6. use has been correlated to someone’s need for social support http://usableworld.com.au/2009/06/13/humans-must-be-social/
  7. 7. or to keep in touch with distant family and friends
  8. 8. or to find old colleagues and sweethearts ;)
  9. 9. or just to get help..
  10. 10. m e he lp ! ea se p l
  11. 11. calls get answered..
  12. 12. a customer service platform Problem resolution Positive brand image Staff involvement Cost reduction
  13. 13. a customer service platform Problem resolution Positive brand image Staff involvement Cost reduction + sales :)
  14. 14. loyalty
  15. 15. Case Study
  16. 16. Tobii Technology World leader in eye tracking/eye control 250 employees Huge revenue growth from 2002-2009 Awards: Fastest Growing Tech Company in Sweden The Electronics Company of the Year Winner of Microsoft’s Ingenuity Point Award Offices: Sweden, Japan, US, Germany, Norway and Australia
  17. 17. social media what?
  18. 18. valu educate by e? doing wh o ? ? ers inves mb tmen nu t? ? ch ? ty ea ri r p r io
  19. 19. y ? h r w te quick n easy wit T global targeted
  20. 20. it’s visible
  21. 21. it’s ‘brandable’
  22. 22. track brands
  23. 23. some tips
  24. 24. just tweet!
  25. 25. say something!
  26. 26. who are you?
  27. 27. the Tweeters can change
  28. 28. gain momentum follow: friends of friends staff import your gmail addresses
  29. 29. ask your friends! and their friends
  30. 30. more tips! 1. Authenticity before marketing. Have personality. 2. Be nice. Be thankful. Reply (@) and Retweet (RT) 3. Follow most people who follow you 4. Use “Favorites” to feature your important Tweets! 5. Tweet everyone’s content. 6. Don’t worry about those that “unfollow” you
  31. 31. take care!!
  32. 32. don’t spam!
  33. 33. it’s not traditional media ‘you are ! with your tic e he n customers’ b t a u
  34. 34. Twitter tools
  35. 35. choose a couple
  36. 36. manage
  37. 37. manage daily retweet (RT) reply @ direct D shorten links
  38. 38. track the clicks
  39. 39. other ways to manage tweetdeck.com
  40. 40. monitor daily h ly n t o m
  41. 41. alerts
  42. 42. find problems & solve ‘em!
  43. 43. enquiries Fast turnaround serviced Simple questions Quick tweets Build relationships Refer on
  44. 44. measure
  45. 45. sales leads
  46. 46. Build relationships! Identify issues and opportunities Source case studies/research findings Promote culture of knowledge sharing Connect Global audience Feature requests Congratulations
  47. 47. WIIFM? I’ve learnt stuff about eye tracking too
  48. 48. next?
  49. 49. responsibilities training integrate job roles kpis
  50. 50. links Customer service with Twitter http://mashable.com/2009/05/09/twitter-customer-service/ Mashable - 10 Twitter tools http://mashable.com/2009/06/09/organize-twitter/ Geeks Guide to Promoting yourself with Twitter http://en.calameo.com/read/0000000257624143a2b57 Video case study http://www.loiclemeur.com/english/2009/03/how-to-do-customer-service-in-a-twitter-world-and-case-study-robert-sc Companies using Twitter http://econsultancy.com/blog/2954-using-twitter-for-customer-service Twitter Do’s and Don’ts http://www.mlmprofitsblog.com/2009/05/top-5-twitter-dos-and-dont-for-internet.html Twitter and brand management http://www.chromaticsites.com/blog/impressive-twitter-customer-service-brand-management-cases/
  51. 51. my blogs http://usableworld.com.au/2009/02/08/customer-service-with-twitter/ http://usableworld.com.au/2009/06/07/profile-your-twitter-followers/ http://www.twitter/jamesbreeze www.tobii.com

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