.eduGuru Summit - Boost Customer Service with Social Media
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.eduGuru Summit - Boost Customer Service with Social Media
- 1. Boost Customer Service with Social Media Give your audience a better online experience. 1
- 3. Oversee online communications to prospective students
- 4. Manage social media channels for Emerson College with Office of Marketing and Communications2
- 8. Stop Treating New Customers like One-Night Stands! 6
- 9. Our Grandparents Had It Right Close, personal relationships with stores Small communities that shared product information and recommendations Niche stores that sold specific goods Develop life-long partnerships with brands 1920’s – 1950’s 7
- 10. Brands Become Global Broad, impersonal relationships Large communities with little interaction Customers develop life-long partnerships with brands because of constant advertising 1960’s – 1980’s 8
- 11. The Internet and e-Commerce Make Things Even Worse Automation of call centers and customer services Less in-person interaction leads to more impersonal relationships Customers develop short-term relationships with brands because of infinite choice Brands care less about local customers because of true global reach of their brand 1990’s – 2000’s 9
- 12. Social Media Changes Everything? Not Really… Close, personal relationships with brands Small communities that share product information and recommendations Niche stores that sold specific goods Develop life-long partnerships with brands because of quality customer service and interactions mid-late 2000’s 10
- 13. Social Relationship Cycle Social Social Social Social 11
- 15. Find employees that are passionate about your brand
- 16. Exceed expectations and give your customers what they need before they ask for it12
- 17. Web Tools to Improve Engagement and Customer Service Chat Video Social Listening Surveys 13
- 21. Radian6 and other paid services http://bit.ly/SMlistening14
- 23. Track industry trends and know your competitors
- 24. Create daily or weekly reporting strategy and update staff about online chatter and trends15
- 27. Unigo.com
- 28. Yahoo Answers16
- 30. Academics
- 31. Directions
- 32. Events17
- 35. Embedded using a HTML + Flash widget
- 36. Size, colors and text customizable18 http://www.meebo.com/meebome/
- 38. Initiate chat with your visitors
- 39. Monthly cost (free trial)
- 40. Install requires a few lines of JavaScript
- 45. Find inefficiencies and correct them earlier
- 46. Connect surveys at the end of any process (events, application cycle, etc.)
- 47. How to Use Online Tools for Customer Surveys: http://bit.ly/SurveyHelp
- 48. Examples: SurveyMonkey, Zoomerang, Wufoo, Google Docs21
- 50. Short surveys are more likely to be completed by a customer
- 51. Find out more about inbound traffic or customer experience
- 54. Allow brands to answer single questions but reach a wide audience
- 55. Everyone knows about Facebook and Twitter
- 56. Others include GetSatisfaction and Formspring23
- 58. Respect all users (you can’t assume that they have little or no influence)
- 59. Need to respond? There’s a workflow for that:http://bit.ly/SM-response-guide24
- 61. Example: Tech Help at Biola University: http://techcommunity.biola.edu/biola_it25 http://getsatisfaction.com/
- 63. Allows companies to ask questions and get customer feedback
- 64. Example: Formspring embedded on St. Michael’s College blogs website: http://www.smcvt.edu/blogs/26 http://www.formspring.me/
- 65. Examples of Customer Engagement Using Social Media @ComcastCareshttp://rww.to/comcast-cares Old Spice Guy on YouTubehttp://rww.to/old-spice-guy-videos Zappos culturehttp://mashable.com/2009/04/26/zappos/http://twitter.zappos.com/ 27
- 66. - Gary Vaynerchuk Thank You Economy “Learn how to implement a culture of caring and communication into your business, scale your one-to-one relationships, and watch your customers reward your efforts by using their new and massively powerful word of mouth to market your business and your brand for you.” 28
- 67. Questions?
- 68. Thank you! For more information: Twitter: @mikepetroff Email: mikepetroff@gmail.com Web: http://mikepetroff.com Blog: http://www.doteduguru.com 30
Editor's Notes
- Mallory presenting more at 2pm CT (3pm EST)