social customer service Archives - BrightCultures

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…

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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,…

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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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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 #7

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A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Most brands ignore 7 in 8 messages on social media Read the report, or skip to the highlights.  10 investment priorities for heads of customer service. Among the top priorities for investment are; customer feedback, multi-channel integration and quality and customer satisfaction management.  Download the report here (sign in required). BRIGHT IDEAS Are you recruiting customer-centric staff? The story of Nationwide’s service culture based on PRIDE – principles which underpin recruitment, retention and the importance of embedding cultural change.View the video here. 7 tips…

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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

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 #3

By | Uncategorized | No Comments

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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