All posts by Caz Yetman

Stop excluding the high street from digital transformation

By | digital transformation, Uncategorized | No Comments

I have a passion for helping big organisations transform and adapt to the changing and complex, connected world we live in today. I also feel a great deal of sadness when I see high street shops close down. Empty buildings in my home town is becoming the new norm. The once bright lights, buzz, a place to socialise and enjoy an experience together. Now its full of sad, grey empty shells.  But I also love internet shopping. Who couldn’t say they enjoy the perks of getting whatever you want at the touch of a button in your own home? The…

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Social media – from your customers’ POV

By | Social Media | One Comment

I was asked to speak at the Digital Charities meet up the other day. I spoke about social media – from your customers’ point of view. Here are my slides and notes, ‘Social media from your customers point of view’, below: Social – from your customer’s POV from BrightCultures ——————————————————————————————————————————————————- Presentation Notes Consumers of social media are getting bored. And I’m getting bored with social media too. I wrote a blog post about this before titled “I’m bored of social media” which gained a lot of traction. The reason I think people shared it so much is because they too feel the…

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How to service your customers on Facebook in 2016

By | customer service | No Comments

Almost one-third of consumers use Facebook to get support from customer service teams (ZDNet) It’s no wonder then, that Facebook has been significantly developing its brand presence to help organisations embrace the platform as a serious customer service channel.  This is a brief guide to help organisations understand how to use new Facebook features to take their customer service to the next level. Redesigned inbox What: The redesigned inbox helps admins view message streams from a customer, quickly view basic profile information (e.g. location), tag conversations and add notes about customers. Why: Brands no longer need to move customers to…

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Bright things for customer-obsessed brands #11

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 IDEAS Social media-informed digital clothing rail launches as part of campaign to boost towns fortunes through digital A ‘live feed’ digital clothing rail  shows when an item on the rail is trending – or not – on Facebook or Instagram. I love this effort to create better customer experiences in high street shops. They won’t stick around much longer if they continue to be excluded from digital transformation. More of this please!  BRIGHT INSIGHTS The social customer is a maverick – they don’t play by the…

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Bright things for customer-obsessed brands #10

By | Bright things, Social Customer Service | No Comments

A round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT IDEAS Swisscom bolsters its in field social customer care through crowdsourcing [by Adrian Swinscoe] Love this idea to help large organisations tap into the sharing economy “to help large orgs crowdsource customer service and build extend service communities by empowering an organisations customers to help other customers in the field, at their homes and in real time”. Conversocial powers social customer care on Facebook Messenger Recent changes from Conversocial helps organisations provide end-to-end social customer service by integrating directly with Facebook Messenger. This means orgs can talk…

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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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Your customer experience is your brand

By | customer experience, customer service | No Comments

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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Bright things for customer-obsessed brands #8

By | Bright things, Social Customer Service | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS FOR CUSTOMER-OBSESSED BRANDS The challenges and benefits of omnichannel customer service  Some good stats here including; “74% of consumers identify word of mouth as a key influencer in their purchasing decision” and a it on how BT saved $3.1 million per year by adopting a more social media-centric approach to its customer service – WOW. More insights from Brandwatch here. Why social customer service is a sliding door How can you make your brand more accessible to customers and maintain excellent customer experiences through multiple…

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