Category Archives: Social Customer Service

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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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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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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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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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

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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

By | Social Customer Service | No Comments

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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