+ Harnessing SOCIAL MEDIA for SERVICE DELIVERY Japie Swanepoel, Nairobi Club: 24 October 2013 @japies #icskenya
ICS Kenya presentation: Nairobi Club, 24 October 2013
May 31, 2015
Can social media really be used to manage customer service?
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
+
Harnessing SOCIAL MEDIA for SERVICE DELIVERY
Japie Swanepoel, Nairobi Club:24 October 2013
@japies
#icskenya
+What is social media good for?
Public relations
MarketingEventsSales
+What about Customer Service?
+But do these companies embrace the medium?
+
+
+
① What’s your strategy?
② Identify the correct platforms and tools.
③ Make your presence known.
④ Resources!
⑤ Respond in timely manner.
How can your organisation harness social media for customer service?
+
+How can your organisation harness social media for customer service?⑥ SM: its about the
conversation!
⑦ Reward loyalty.
⑧ Be consistent with your message.
⑨ Track your brand.
⑩ Constantly measure, analyse and improve.
Related Documents
