Proactive customer service online

Building Brand Advocates

The 365 degree brand

Source Consilium All Rights Reserved. Copyright 2012 @leighgeorge

Ace Hotel

Photo Credit Walter Naeslund All Rights Reserved. Copyright 2012 @leighgeorge

Ace Hotel

Photo Credit Katie Sokoler All Rights Reserved. Copyright 2012 @leighgeorge

Don’t Sell – Offer Value

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Social media empowers customers

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Use the social web to inspire advocates

Source twitter.com All Rights Reserved. Copyright 2012 @leighgeorge

Social Proof Brand advocates write more than twice as many communications about brands as the average web user.

More likely to share a great experience about

a product.

50%

Source BzzAgent “A Field Guide to Brand Advocates 2011” All Rights Reserved. Copyright 2012 @leighgeorge

MORE LIKELY to influence a purchase

75%

Create positive experiences

Source Instagram All Rights Reserved. Copyright 2012 @leighgeorge

Build relationships

All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook

Convenience

All Rights Reserved. Copyright 2012 @leighgeorgeSource Facebook

Personalization

All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix

Transparency

All Rights Reserved. Copyright 2012 @leighgeorgeSource Netflix

Monitor conversations

Social customers will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience.

All Rights Reserved. Copyright 2012 @leighgeorgeSource 2012 American Express Global Customer Service Barometer

Be proactive in your response

All Rights Reserved. Copyright 2012 @leighgeorgeSource Twitter

Set expectations for responsiveness “Just over half of Facebook users

and more than 8 in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less”

All Rights Reserved. Copyright 2012 @leighgeorgeSource “Social Media Customer Service Faces a High Bar” Emarketer

The business case for a service culture

Photo Credit travelingmommas.com All Rights Reserved. Copyright 2012 @leighgeorge

Contact Me:Leigh George, PhD, Director, Digital and Brand Strategy

[email protected]

http://www.linkedin.com/in/leighgeorge

@leighgeorge

Questions?

All Rights Reserved. Copyright 2012 @leighgeorge