All posts by Danielle Sheerin

Allez! Allez! Digital Innovation

By | Culture, Innovation, Resilience | No Comments

I was talking with an associate the other day about supporting teams in adopting a digital innovation mentality. This goes beyond just a one-off solution, a brainstorm or company hack-day, the challenge is making digital innovation part of the culture so it becomes just the way in which we operate. I’ve been mulling on what I could design as a consultant to drive this change and then a few weeks ago I was lucky enough to see Sir Dave Brailsford, performance director of British cycling, speak about the theory of accumulation of marginal gains and how this was used to…

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Succeeding in Social Media within Regulated Industries

By | Banking & Finance, customer experience, customer service | No Comments

Last week I was invited to be part of an My Community Manager / emoderation  panel discussing social media in regulated industries. I thought it might be worth providing a transcript of my responses here for organisations regulated industries (since I’ve taken the time to prepare them, I may as well blog them too!) Please bear in mind I was talking in relation to Financial Services primarily. If you want to see the full discussion and the responses for Pharma and Alcohol firms, you can view the full conversation here. Q. There is no doubt that companies in regulated industries…

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Digital transformation: Is yours truly transformative? (Part 2 of 2)

By | Uncategorized | No Comments

Last week I talked about the idea that if businesses are to survive in the 21st century the need customer and digital in their DNA, “entwined and working together, internally and externally, to create truly transformative results.” I also talked about how this needs to be a cultural and operational shift in the way the business works, and I then suggested that there was a radical new idea that could help you achieve this in your business with its digital transformation… Before I tell you what this is, I want to explore why this is so difficult to achieve currently….

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Digital transformation: is yours truly transformative?

By | Collaboration, Culture, digital transformation | No Comments

What does digital transformation really mean? And what does it require? When Caz and I originally started BrightCultures we called ourselves a ‘digital transformation consultancy’. We had lots of experience at NixonMcinnes of writing strategies and helping organizations develop new mindsets for the 21st century. We worked hard internally in organizations to help them adjust to the challenges of a disrupted, digital marketplace. But no one really seemed (seems?) to have a handle on what digital transformation entailed, and for many it just meant doing the same stuff as always but on mobile, cloud or tablet. So that didn’t satisfy…

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

By | Uncategorized | No Comments

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

By | Uncategorized | No Comments

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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Social customer service podcast – How to make a business case and deliver great service on social

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

Yesterday I was interviewed by the lovely Paolo Fabrizio for my first ever podcast on social customer service. In it we discuss what it is and why it is important, right down to the nitty gritty of the essential steps to set up great social media servicing and how to manage the inherent risks of public customer engagement. If you have an interest in Social Customer Service and spare 45 minutes (a boring commute perhaps…?), I urge you to give it listen. I really enjoyed doing it and I think there’s some pretty useful stuff in there! If you prefer…

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Does your social media customer service measure up?

By | customer service, Social Media | No Comments

Social media customer support is now something most businesses and organisations offer to one extent or another. In many cases social media servicing is just something that has happened because customers started sending queries on Twitter and Facebook. Usually the marketing or comms team starts to notice these and respond. Demand grows and the customer service team are drafted in to start dealing with support issues, often with little specialist training in social media best practice or etiquette. Worse still, in many businesses customers are still passed back into traditional channels to get their issues resolved. It’s all very ad hoc…

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How to offer the best social media servicing at scale

By | Innovation, Social Customer Service, Social Media | No Comments

If you’re going to be servicing customers on social media at scale, you will find it necessary to move from focusing provision on 1-on-1 support, to creating solutions that can pre-empt service needs. By pre-empting customer needs you can begin to offer proactive support and self-service options. The aim of this is not to remove the need for all contact with the bank, but to focus that need so that customers only require 1-on-1 support for more complex issues. This means creating a dynamic model of customer support, a model that actively reviews complaints data to identify opportunities that anticipate…

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