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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?

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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?

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+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.

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www.InteractiveConcepts.co.kejapie@interactiveconcepts.co.ke