Category Archives: customer service

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…

Read More

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…

Read More

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…

Read More

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,…

Read More

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…

Read More

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,…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More