Bright things for customer-obsessed brands #6

By | Social Customer Service, Uncategorized | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Only 14% of companies measure customer satisfaction via social And the top 100 brands ignore 78% of tweets! Here’s three social customer care trends you need to know. Putting Social Customer Care Under The Microscope If you missed out on Conversocial’s webinar, ‘Putting social customer care under the microscope’ last week, you can still view the recording here along with the slides. Key takeouts included a list of KPI’s: Customer satisfaction – I agree that this is the most important one. Resolution rate…

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Bright things for customer-obsessed brands #5

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 Social Customer Care: Do Millienials Really Matter? A great piece from Guy Stephens on the disconnect between the thinking of a CxO, the way orgs are structured and the way the customers buy, communicate, engage, complain, interact and experience. Read up. 10 ways Amazon has changed customer service in 20 years “Back in Amazon’s early years, the company was a small yet innovative bookseller, providing little indication that it would one day grow into the e-commerce behemoth that it has become. Today, Jeff…

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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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Bright things for customer-obsessed brands #4

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Bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT IDEAS A blog from Joshua March, Conversocial CEO, about how the new changes to Twitter DM’s will have a big impact for brands solving customer service issues on Twitter. Read more. This first in a new series of podcasts called, ‘Focus on Customer Service’, features Natanya Anderson, the global director of social media, CRM and customer service for Whole Foods Market. It’s worth a listen if you’d like to learn more about Whole Foods’ philiosophy toward customer service, the role it plays within the company and tips on how…

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A new model for crisis assessment

By | customer experience, customer service, digital transformation, Social Customer Service | No Comments

A couple of months ago a client asked us how his front line customer service agents would be able to spot an issue or a crisis brewing on social media so they could escalate to the comms team appropriately. Not too difficult I thought, we’ve done similar things in the past to help agents identify potential wildfires and we’ve run a whole bunch of training sessions on how to handle social media issues. We’ve even run simulations to help organisations practice their crisis process and response on social media. So we created a simple check-list for agents to sit alongside…

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Bright things for customer-obsessed brands #3

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Bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT IDEAS Starbucks partnered with Spotify to empower baristas to influence customer experience Read more ‘The Cheating Strategist’s guide to Mary Meeker’s Digital trends 2015’ has some good insight into mobile and digital trends and consumer behaviour. See the slideshare below: I took part in a webinar last week on ‘digitising the customer experience in banking‘ with panel experts from Barclays, Santander, Lloyds and Cofax. Watch the entire recorded webinar here, or read my highlights below: Put customers at the heart of the business and innovation will happen The…

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Bright things for customer-obsessed brands #2

By | Social Customer Service | No Comments

Bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT DEVELOPMENTS Google and Twitter have teamed up so your tweets are now more searchable. Read more. Two case studies this week demonstrating a very strong ROI for better customer experience: KLM’s social efforts generated 25 million euros in 2014. Look inside the strategy. Ryanair had 66% increase on full-year earnings because of a ‘softer approach to customer service”. Read more. BRIGHT READS “Contact centers must adapt to a new culture – the social first culture – if they want to continue to compete, grow and succeed”. Read…

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Interesting things for customer-obsessed brands #1

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Because I’m not very good at blogging or #workingoutloud on a regular basis, I thought I’d try something new. Here’s a curation of stuff I’ve read and been thinking about this week, for customer-obsessed brands wanting to thrive in a digital world. As this is the first one, I’m very keen to hear back from you – does this work for you? Is there something interesting / useful here? What would you like to see more / less of next time? ________________ What’s new in social…? Two big stories from Facebook this week… Facebook takes a major step closer to…

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How do you know if your social customer service is a success?

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

I was asked the other day how I knew when a social media customer service solution is a success. Of course, any good servicing design should include a measurement and MI framework that can answer this precisely and provide exact insight into how close you are to achieving success and what you need to do next. However, there are some simple ‘litmus test’ clues that I think can show if you have the right approach. 1. Your customers are happy. Sure they will still have issues and complaints and you will never make absolutely everyone happy but when you are getting…

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