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Great Customer Service Through Social Media Twitter:@SusanProbert LinkedIn a e.linkedin.com/in/ susanprobert Email: [email protected]
| Date post: | 14-Aug-2015 |
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Great Customer Service Through Social Media
Twitter:@SusanProbertLinkedIn ae.linkedin.com/in/susanprobert
Email: [email protected]
HOW MUCH DOES IT COST TO ACQUIRE A NEW CUSTOMER?
$?$50 $100 $200+
IT COSTS 6-7 X
TO ATTRACT NEW CUSTOMERS THAN TO RETAIN OUR CURRENT CUSTOMERS
BUT HOW DO WE RETAIN THEM?
BY KEEPING THEM HAPPY!
WHAT THINGS MAKE OUR CUSTOMERS HAPPY?
Good customer service Getting things for free
Being helped quickly
Access to useful InformationWinning things
Complaints resolved quickly
Multiple ways to ask questions
Social Media
WHY SOCIAL MEDIA?
BECAUSE OUR CUSTOMERS ARE USING SOCIAL MEDIA!
EVERY DAY IN MENA
FACEBOOK USERS IN MENA
Source: Arab Social Media Report (2014)
1 2 30
10,000,000
20,000,000
30,000,000
40,000,000
50,000,000
60,000,000
70,000,000
80,000,000
90,000,000
2011 2013 2014
29 Million
56 Million
81 Million
TWITTER ACTIVE USERS
Source: Arab Social Media Report (2014)
Social Media Penetration
SO WE JUST NEED FACEBOOK RIGHT?
IT IS NOT ENOUGH JUST TO BE ON THEM!!
ON SOCIAL MEDIA YOU CAN RESOLVE CUSTOMER
PROBLEMS BEFORE THEY ARISE
HOW CAN I DO THAT?
CREATE TARGETED CONTENT THAT ANSWERS YOUR CUSTOMER’S BASIC
NEEDS AND/OR QUESTIONS AND THEN SHARE THAT CONTENT WHERE YOU CAN TO GET THE MOST REACH
HOW DO WE KNOW WHAT THEIR
PROBLEMS ARE?
BY LISTENINGFree tools:
- Social Mention
- Meltwater Icerocket
- Topsy
- Hootsuite
- Google Alerts
Paid tools:
- Meltwater
- Crowd babble
- Social Report
- Viral Heat
- Sprout Social
MARKETING RESEARCHIS NOW MARKET REALITY
WHAT THINGS MAKE OUR CUSTOMERS HAPPY?
Good customer service Getting things for free
Being helped quickly
Access to useful informationWinning things
Complaints resolved quickly
Multiple ways to ask questions
HOW ELSE CAN WE MAKE OUR CUSTOMERS HAPPY ON
SOCIAL MEDIA?
WINNER!!
CREATE COMPETITIONS, SURVEYS AND ASK QUESTIONS. WE CAN GIVE VALUE TO OUR CUSTOMERS ON OUR
SOCIAL MEDIA CHANNELS
SOCIAL MEDIA GIVES OUR CUSTOMERS THE CHANCE TO
REACH US WHERE THEY ALREADY ARE
IF WE ARE NOT THERE TO HEAR THEM THEY WILL SPEAK ANYWAY!
IF CUSTOMERS ARE UPSET, THEY WANT TO BE HEARD. ALLOWING
CUSTOMERS TO MAKE THEIR QUESTIONS AND COMPLAINTS
PUBLIC IS GIVING THEM AN IMMEDIATE OUTLET.
IT GIVES US THE OPPORTUNITY TO RESPOND AND TURN THE SITUATION
AROUND
IF PEOPLE CONTACT US VIA SOCIAL MEDIA HOW LONG DO WE HAVE?
RESPONSE TIMES
HOW LONG AFTER CONTACTING A BRAND ON SOCIAL MEDIA TO YOU EXPECT TO RECEIVE A RESPONSE?
WHAT THINGS MAKE OUR CUSTOMERS HAPPY?
Good customer service Getting things for free
Being helped quickly
Access to useful InformationWinning things
Complaints resolved quickly
Multiple ways to ask questions
GREAT SOCIAL MEDIA PRACTICES
=GREAT CUSTOMER SERVICE
SO WHO IS RESPONSIBLE FOR SOCIAL MEDIA?
EVERYBODY!
DM3 Institute
Let’s Discuss!
Please feel free to reach out on:
Twitter @SusanProbert
LinkedIn ae.linkedin.com/in/susanprobert
Email [email protected]
