social media Archives - BrightCultures

Social media – from your customers’ POV

By | Social Media | One Comment

I was asked to speak at the Digital Charities meet up the other day. I spoke about social media – from your customers’ point of view. Here are my slides and notes, ‘Social media from your customers point of view’, below: Social – from your customer’s POV from BrightCultures ——————————————————————————————————————————————————- Presentation Notes Consumers of social media are getting bored. And I’m getting bored with social media too. I wrote a blog post about this before titled “I’m bored of social media” which gained a lot of traction. The reason I think people shared it so much is because they too feel the…

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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…

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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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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…

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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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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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I’m bored of social media and here’s why…

By | Social Media | No Comments

I’ve spent the last few years telling organisations to invest in social media, to create a Facebook Page, set up a Twitter presence, start buzz monitoring and to be equipped to engage customers in conversations online… …usually to find that most people are only concerned about not keeping up with their customers. And although this is a valid concern, it shouldn’t be the only reason for investing in social media. The thing is, I don’t actually care about Facebook, Twitter, Instagram, Vine, Snapchat etc. Although I think these can be really useful tools to help some of the more important…

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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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