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Proactive Customer Service with Twitter

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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!!

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!!

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Proactive Customer Service with Twitter

  1. 1. Proactive Customer Service www.twitter.com/jamesbreeze
  2. 2. what’s all the fuss?
  3. 4. it’s useful !
  4. 5. it’s political
  5. 6. use is correlated to someone’s need for social support http://usableworld.com.au/2009/06/13/humans-must-be-social/
  6. 7. help me please!
  7. 8. Problem resolution Positive brand image Staff involvement Cost reduction a customer service platform
  8. 9. Problem resolution Positive brand image Staff involvement Cost reduction a customer service platform + sales :)
  9. 10. answered call for help!
  10. 11. loyalty
  11. 12. Tobii Technology AB Solid position as world leader in eye tracking/eye control! 250 employees Revenue growth of 256% 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, Australia and Norway.
  12. 13. social media what?
  13. 14. educate by doing value ? investment ? priority ? reach ? numbers ? who ?
  14. 15. quick n easy global targeted why Tweet?
  15. 16. visible
  16. 17. brand tracking
  17. 18. tips
  18. 19. just tweet!
  19. 20. say something!
  20. 21. it’s about people
  21. 22. even if the person changes
  22. 24. gaining momentum friends of friends staff import your gmail addresses follow:
  23. 25. ask your friends! and their friends..
  24. 26. take care!!
  25. 27. don’t spam!
  26. 28. it’s not traditional media be authentic! ‘ you are with your customers’
  27. 29. Twitter tools
  28. 30. manage
  29. 31. manage daily retweet (RT) reply @ direct D shorten links
  30. 32. other ways to manage
  31. 33. monitor monthly daily
  32. 35. find problems to solve
  33. 36. service enquiries Fast turnaround Simple questions Quick tweets Build relationships
  34. 37. Tweet tips! 1. Authenticity before marketing. Have personality. 2. Be nice. Be thankful. Reply and Retweet! 3. Follow everyone who follows you 4. Use “ Favorites ” to feature your most important Tweets! 5. Tweet everyone’s content. 6. Don’t worry about those that “unfollow” you
  35. 38. measure
  36. 39. sales leads
  37. 40. Build relationships! Identify issues and opportunities Source case studies/research findings Promote culture of knowledge sharing Connect Global audience Feature requests Congratulations
  38. 41. learning
  39. 42. next?
  40. 43. kpis responsibilities training job roles integrate
  41. 44. My BLOG http://usableworld.com.au/2009/02/08/customer-service-with-twitter/ http://usableworld.com.au/2009/06/07/profile-your-twitter-followers / Other BLOGS Customer service with Twitter http://mashable.com/200 9/05/09/twitter-customer-service/ Mashable - 10 Twitter tools http://mashable.com/200 9/06/09/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-scoble.html Companies using Twitter http://econsultancy.com/b log/2954-using-twitter-for-customer-service Twi tter Do’s and Don’ts http://www.mlmprofitsblog.com /2009/05/top-5-tw i tter-dos-and-dont-for-internet.html Twitter and brand management http://www.chromaticsites.com/blog/impressive-twitter-c ustomer-service-brand-management-cases/ links www.tobii.com

Notes de l'éditeur

  • Problem resolution: The main goal of customer service is to help someone resolve their issues. While phone conversations can help solve problems, wait times do not. Twitter is a lightning-fast platform that can help sift through and solve problems quickly. If it’s a small issue, a single tweet may be enough. For a more complex problem, the brand can initiate a deeper conversation with the customer. Positive brand image: Great customer service gets talked about, and this can lead to more sales and more attention. Twitter is one of the most viral platforms around, which can make one happy customer into an international story. Staff involvement: If the team does not buy into the notion of helping the customer, they are going to provide sub-par assistance. Twitter is not only a more interesting platform than phone or email, but gives staff a better picture of their impact on others. Cost reduction: Customer service via Twitter often takes less time and a lot less money than a dedicated call center. With Twitter, it’s necessary to be short and to the point, which reduces the time needed to solve each problem.
  • Problem resolution: The main goal of customer service is to help someone resolve their issues. While phone conversations can help solve problems, wait times do not. Twitter is a lightning-fast platform that can help sift through and solve problems quickly. If it’s a small issue, a single tweet may be enough. For a more complex problem, the brand can initiate a deeper conversation with the customer. Positive brand image: Great customer service gets talked about, and this can lead to more sales and more attention. Twitter is one of the most viral platforms around, which can make one happy customer into an international story. Staff involvement: If the team does not buy into the notion of helping the customer, they are going to provide sub-par assistance. Twitter is not only a more interesting platform than phone or email, but gives staff a better picture of their impact on others. Cost reduction: Customer service via Twitter often takes less time and a lot less money than a dedicated call center. With Twitter, it’s necessary to be short and to the point, which reduces the time needed to solve each problem.
  • Problem resolution: The main goal of customer service is to help someone resolve their issues. While phone conversations can help solve problems, wait times do not. Twitter is a lightning-fast platform that can help sift through and solve problems quickly. If it’s a small issue, a single tweet may be enough. For a more complex problem, the brand can initiate a deeper conversation with the customer. Positive brand image: Great customer service gets talked about, and this can lead to more sales and more attention. Twitter is one of the most viral platforms around, which can make one happy customer into an international story. Staff involvement: If the team does not buy into the notion of helping the customer, they are going to provide sub-par assistance. Twitter is not only a more interesting platform than phone or email, but gives staff a better picture of their impact on others. Cost reduction: Customer service via Twitter often takes less time and a lot less money than a dedicated call center. With Twitter, it’s necessary to be short and to the point, which reduces the time needed to solve each problem.
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process
  • My observation My goal My process

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