Category Archives: Social Customer Service

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 #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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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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Does your business have a social customer service mindset?

By | Social Customer Service | No Comments

Many organisations now have an active social media servicing presence but all too often, having set up their servicing it is just left to run by itself. This seems crazy to me and it means that these businesses are missing a huge opportunity – to develop a social customer mindset. You wouldn’t run any other part of your business without a vision or a strategy, so why would your social customer service initiative be any different? If you have launched your social servicing and then just left it to languish, now is the time to take stock. Ask yourself what…

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{Insert brand name} – where the customer comes first!

By | Ethical Practice, Social Customer Service | No Comments

I believe our newly connected, digital world has created a burning platform for traditional customer experience strategies. Businesses are facing a troublesome double whammy. There’s a newly empowered consumer base, with a loud voice and an unwillingness not to put up with the same old crap. Coupled with this, the rise of disruptive start-ups threatens the heart of our existing business models. Together, this means businesses have to reassess and re-evaluate their idea of the customer just to stay alive. Not convinced? Professor Richard Foster from Yale University estimates that: By 2020, more than three quarters of the S&P 500…

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At your service: 5 key points to help you on your own social customer service journey

By | Ethical Practice, Social Customer Service | No Comments

It’s customer service first and foremost Many businesses assume young people are best placed to deliver social customer service, as they are used to operating on social media and familiar with the technology.  This is a mistake. Supporting and helping customers is a skill in itself, whatever the medium.  It requires sensitivity, maturity and excellent problem-solving skills. Remember, social customer service is still customer service and the people that can deliver this best are your customer service agents. An understanding of social media is vital These agents will also require a firm grounding in social technology.  They will need training…

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What UK financial (and other types of) firms can learn from the FFIEC social media guidance

By | Banking & Finance, Conduct Risk, Ethical Practice, Social Customer Service | No Comments

The Financial Conduct Authority (FCA) has recently announced plans to release updated guidance for financial firms operating on social media. At the moment, there is no indication about what this might contain, however, recent US social media guidelines, released by the FFIEC, provide some good insight into regulatory and risk management best practice. With this in mind, I have created a briefing document to inform UK institutions about the FFIEC guidelines and what they can learn from them. [slideshare id=30577701&doc=ffiecbriefing-140129075722-phpapp02]

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