Whoops here comes social martin hill wilson

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Whoops !

Here Comes Social

Starring Your Customers

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

BECAUSE…

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

From This...

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

..To This

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

A Natural Evolution If you sell on social networks, customer

service will inevitably follow

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

A Natural Evolution And it has

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

The Evolution If you don’t get service right via your

traditional channels

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

It Goes Public

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

But Discover The Upsides

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

And Reap The Rewards

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Here’s A Thought

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Here’s Another Thought

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

SO… what else

changes?

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

“Comcast’s social customer service

program continues to develop a culture

of customer-centricity

At the same time, the team is leading

internal efforts to transform products,

processes, and services”

Becomes An Internal Catalyst Social interactions make issues visible

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Transforms Your Options

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Inspires New Models

To Get Things Done

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Builds Brand Value But it’s tough to stay in credit

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

If You Are World Class social customer service then adds to brand

equity

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Here’s Their Key Insight

The key difference of Social Media is that, unlike other channels,

customers talk about you on sites across the internet instead of

talking with you directly

This means that we need to engage ourselves proactively in

conversations as opposed to our normal channels which are reactive.

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Maybe The 1st

Milestone?

S o c i a l C u s t o m e r S e r v i c e A BrainFood Product © BridgeHouseConsulting Ltd 2012

Agree or Disagree?

“Social media has changed

customer service from being a

support function to being an

extension of marketing”

How Will It All Work

Out?

Webinar poll of 130 call centre managers