Monthly Archives: October 2015

20 learnings from the frontline of social customer service (part 3 of 3)

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This week in the third and final part of my 20 learnings from the frontline of social customer service, I share insights 15-20 (part 1 and part 2 here). 15. Build lines of communication across the business: Great social customer service can’t work in isolation. They need a two-way dialogue with other departments, for example, with product or marketing teams to understand when new launches or campaigns go out, so that the social servicing team is ready and prepared and also briefed to share feedback and insight. Consider how your teams collaborate internally and share learning; do you need to…

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Bright things for customer-obsessed brands #9

By | Bright things, customer experience, customer service | No Comments

A round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Providing great customer service, across all digital channels Luke Porter, DigiDesk, argues the need to create consistency across all customer touch points and how it can be done. There are two key takeouts – internal silos create a disjointed experience and joining up the conversation between channels is crucial to seeing the customer as a whole. Value of trust A quick reminder of a crucial concept from Paolo Fabrizio. I like the snappy video too. “Building trust with your customers means investing in long-lasting,…

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20 learnings from the frontline of social customer service (part 2 of 3)

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Last week I shared the first 7 or my 20 learnings from the frontline of social customer service. Today I am sharing 8-14. If you missed the first post in this series, check back here. 8. Good team leaders are essential for social customer service: A good team leader will champion the team, instilling the culture and ethos that a great social customer servicing team needs. They also act as the conduit for insight back into the organisation, allowing you to capture actionable MI to ensure that service improvement is continuous. 9. Operating hours and SLAs should be led by…

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20 lessons from the frontline of social customer service (part 1 of 3)

By | customer experience, customer service, Social Customer Service, Social Media | No Comments

Over the last few years I have helped a wide variety of organizations to embed best in class social customer service. From hugely risk averse and heavily regulated financial service organizations, to stiff upper-lipped government departments with global responsibility for citizen safety through to fmcg cereal and shampoo carelines, they have all required different solutions. However, setting up and delivering, best in class social customer service does require some core elements, so I thought it would be useful to distill this experience to give my 20 learnings from the frontline of social customer service. Over this series of 3 posts…

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Your customer experience is your brand

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The way we see brands is different to how we viewed them in the past. Peter Druker once said the role of a business is to create value for its customers. That branding was something separate and extrinsic to the business and lives in the mind of customers. Business academics are now starting to realise it’s something more than that. It’s intrinsic and helps drive customer behaviour. The brand is actually a dynamic sequence of experiences, and the role of the business is to deliver these different experiences to the customers. Disney is a great example of this. Former CEO,…

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Proactive Customer Service

By | Culture, customer experience, customer service, Social Customer Service | No Comments

We’re pleased to announce our latest whitepaper which has been co-written with leading customer experience expert, Adrian Swinscoe, on how to ‘transform your customer experience by making your customer service proactive‘. Traditionally customer service is reactive, but reactive customer service is both expensive and un-engaging. Meanwhile, proactive customer service offers cost savings and customer engagement opportunities.  Firms need to look at what reactive customer service is actually costing them, in terms of extra resources and costs and what they are, potentially, losing out on. This whitepaper; highlights the business case for offering proactive customer service showcases some great examples of…

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What have BrightCultures been up to?

By | Banking & Finance, Conduct Risk, Culture, Social Customer Service, Social Media, Uncategorized | No Comments

Since we started BrightCultures back in March, we’ve been very busy bees! Here’s a brief update of what we’ve been working on at BrightCultures, together with our associate Michelle Goodall: We completed a big piece of social media strategy work across all of a large insurance company’s brands We created a social media strategy for a large charitable organisation that aligned their B2B and B2C engagement and presented a holistic view of the organisation externally We facilitated a workshop for a leading digital holiday company to help them set a vision for social media We developed a community strategy for another leading…

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