What’s the Number One Number Thing Today’s CEO’s Must Do? Do the OODA Loop Faster and More Innovatively

What’s the Newest Requirement for a CEO? Do the OODA Loop Faster and Better!

You would think it would to generate revenue, profits and reduce costs. Think again. It’s all about iterating and pivoting like a start-up. And who better than a former fighter pilot to teach CEO’s a thing or two about making quick. So I want you to meet John Boyd, who was among many things, a military strategist, colonel and fighter pilot whose theories are highly influential in the military, sports and business.

So why bring up Colonel Boyd in the context of CEO’s and their need to be nimble? Because investors and boards have transitioned from desiring quarterly profits (something that has driven Wall Street and corporations for many years) to searching for leaders to those who have the ability to disrupt their industry or die. What did the fighter pilot, Colonel Boyd used to make those decisions to do something out of the ordinary? He created a framework known as the OODA Loop:

  • Observe (M—ake the best use of the information and other intelligence resources available right now)
  • Orient (Quickly put the new observations into a context with the old)
  • Decide (Make quick decisions and take the “next actions” based on a combination of observations, current knowledge and intuition), and then
  • Act on those decisions to carry out the selected action(s), ideally— while the competitor is still observing your last action so you beat them to the punch!

OODA Loop

                                         Photo Source: Larry Paul

Above is a video from Ralph Mroz on the OODA Loop as applied to business if you want more information!

Observe, Orient, Decide and Act Is Known as John Boyd’s OODA Loop

As a fighter pilot, John had to make decisions in nano-seconds. With this framework of observe, orient, decide and act he way able to describe a way to iterate and pivot, very quickly, and decide if the object in front of them is friend or foe. Not doing so could mean life or death. It could also mean the end to a critical mission.  What does the OODA Loop mean to a CEO? Iterating and pivoting is also mission critical. Just ask the CEO of Ford Motor Company, Chief Executive Mark Fields. He was a 28 year old veteran of the business and was replaced by someone the business thought would be able to disrupt the automotive industry very quickly!

The Message is Simple: Do the OODA Loop Faster or Die

While Mr. Field’s did what most board’s used to expect of a CEO’s, i.e., he returned consistent profits, he did’t make enough changes fast enough. His OODA loop was too slow. But he didn’t know what he didn’t know. He, as many other CEO’s don’t realize that the winds of change are changing all around us. Like in most any industry, the car market has entered into the era of transportation.

It’s no longer just about building and selling a car. It’s about car-as-a-service. Think: ride-sharing (think Lyft, Tesla and ReachNow (by BMW.) It’s also about taking the traditional gasoline engine and transforming it’s power source to be an electric vehicle. And it doesn’t stop there. Some companies are disrupting the industry by experimenting with self-driving technology, making investments in connected cities (think BMW and Santa Monica, CA.) And at the same time Ford’s stock sank. 

How Fast Does Your CEO do The OODA Loop?

How fast do decisions get made? How fast can the ship be turned? Today, with the need to act quickly, the message is simple. We are in an age of rapid disruption by the software and tech industries. A leader of any company has to pick up the tempo and make riskier bets sooner… or die. While it was Mr. Field’s intention to set Ford on a path to be part of the new, emerging auto industry, he just didn’t do it fast enough.

Since Mr. Field’s took over three years ago, the share price of Ford is down 40%. As a CEO, as yourself, “Are you disrupting yourself, your company and your products fast enough? Are you really changing anything or are you just doing the old stuff just faster?” These are not easy questions, but ones that we all need to contend with. Consider you are one company and your are disrupting yourself faster than your competitor. What happens to the competitor?

ooda loop faster to drive innovation @drnatalie

                                                             Photo Source: Larry Paul

As a CEO, Are You On Track?

In military operations, OODA loops takes place in nano-seconds. In corporations, its decisions are often slower. In the old days, strategy was rigidly followed till next years’ planning cycle. But today, that’s no longer an acceptable mindset. And it’s critical to validate we’re on track and if not, correct it. Using a model like the OODA Loop, along with design-thinking which requires to you go and talk to your customers, your employees, customer’s of your competitors, to industries that are similar to your and industries that have nothing to do with yours.

It’s where the kernel of the seeds of innovation are hatched, born and grown into a full idea. The results of your actions become the observations to re-orient you to make your next decision. Quickly repeating the OODA loop equals success. And as you are doing this, you want to make sure you are making real-time changes that are just changes to make changes, but change to create a “Blue Ocean Strategy.” As defined by the author’s of the book, Blue Ocean Strategy, CEO’s need to quickly create an uncontested marketplace, where the competition is irrelevant.

Who’s Slow to the OODA Loop?

According to the article by Christopher Mims of the Wall Street JournalRonald Boire of Barnes & Noble, GNC Holdings’ Mike Archbold and top executives at three of the six major Hollywood studios making changes faster is very important. Where to look for inspiration? According to Mr. Mims, unlike large corporations, startups don’t need decades to make the changes the businesses need to succeed in the new world. They are nimble, they are always iterating, pivoting, changing, trying new things, not being afraid of conflict…

What does this mean for established companies? They will need to take drastic measures to do the OODA loop faster. What kind of drastic measures? According to the article, these CEO’s must be willing to tell their stakeholders they may have to lose money and cannibalize existing products and services, while scaling up new technologies and methods. Not the same old dog chow most CEO’s having been dishing out.

How Can a CEO Get On Track?

It used to be that you could acquire the start-up that was trying to put you out of business. But in today’s market it takes more than that. Companies that are disrupting the marketplace are growing so quickly, capturing so much market share, they don’t want or need to be acquired. And they can become too valuable to buy or are unwilling to sell. So the questions for you, as a CEO, “Is do you have systems to monitor/measure what employees know, think & feel about what is going on in the business?”

They are often the ones on the front line that really know what is going on and what needs to be done, or at least what isn’t working. “Do you really know what your customers know, think & feel? Or do you have a cordial relationship where the “real deal” is not really discussed?” Honest, conscious conversation is where it all starts. Many people have made careers by learning how to manage-up well. That’s not a bad thing, except when you aren’t telling the CEO the truth about what the troops think, feel and know. But there has to be a cultural environment that always you to be able to safely say the things. That’s not always the case.

And, as a CEO, “Do you take that information that you have gathered from your employees, your customers, all kinds of sources and integrate it into your company?” One of the best ways to stay on top of the game is to monitor social and digital media. If you have a digital / social media command center, where all the top news and information is brought into one central place, you can begin to digest a new picture of the quickly changing landscape very easily. You’ll also want to keep your ear closely attuned to what is happening in the start-up world, regardless of whether it is Silicon Valley or Silicon Beach or Silicon Edge or…

The More Things Change, The More They Stay The Same

To me, all of this sounds like something very familiar to those of us who came from the voice of the customer or quality. Remember Deming, the father of Quality who was pushed out of the American Auto Industry? And then only to be invited to Japan and make their automative industry soar? What was his secret sauce? To listen to their customers and the employees. To make really changes to their products and services based on that feedback!

Start Incubating Innovation

Today, companies must incubate disruptive ideas within their own corporate cultures. And this is not easy, because often it means supporting them as they grow into something truly disruptive. The company might have to absorb their losses. For example, for its first 20 years Amazon made almost no profit. But iterating, pivoting and incubating is not enough. A CEO must maintain the existing business at the same time as they innovate. This is a new and rare skill.

So where best to learn how to think like an OODA Loop CEO? Find a group that help take you through thinking differently, through a design-thinking process where you never know what will come out of it, but it always spurs innovation. You have to cross the chasm, from how you normally do things, to how things have never been done before. That’s a lot of change, so it’s also important to develop those ideas and new innovations in the culture where change and honestly is accepted and appreciated.

@drnatalie

VP, Program Executive, in the Innovation and Transformation Center 
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Reduce Support Costs With A Customer Community: Increase Agent Efficiency (Final Part)

Community-Based Support Compliments the Contact Center

Community-based, social support doesn’t have to exist in a

bubble—it’s a great way to complement and complete agent-based

support strategies. Let’s say, for example, that your software

product is acting a little buggy when it’s used with a certain

operating system.

 

A customer can’t figure out what to do, so he

calls in and gets an answer. A couple weeks later, someone else has

the same issue, but they post in the community instead. This might

be a younger or more tech-savvy customer who prefers to reach

support online, or maybe they just did a quick Google search and

were brought to the community that way. The customer who called

support originally sees the post and reports what the phone agent

told them as a response to the community topic.

 

Now the answer exists in the community as a resource for

everyone in the future who has this problem. They can discover it

through search or by going there directly. Each person who sees

the answer is equal to one fewer call to an agent.

saving time 1

Community as the Canary in the Coal Mine

Until recently, support was strictly reactionary. With the adoption

of community as a key support tool, we’re seeing entire support

organizations evolve from reactionary “fixers,” to agents working

collaboratively with community members to identify bugs and

issues before they come become widespread problems.

 

When your agents are on the front lines, getting real-time feedback

about the things that aren’t working, they can be prepared to

address them fully and effectively with others who are likely to be

experiencing the same issue. This saves the agents time and stress,

as they have deeper, more immediate insight into where things

are breaking down before they get on the phone with an angry

customer.

 

And the fact that the agent is already aware of issues and

possible solutions before they take that call means the customer is

more likely to get off the phone feeling like they’re in good, capable

hands.

saving time 2

Close the Loop

As any good support agent knows, it’s not just important to provide

customers with immediate assistance, but also to close the loop

and keep them updated about new developments as well. This may

be when a bug has been fixed, a new feature has been released or

rolled back, or a work-around has been uncovered.

 

A customer community makes it fast and easy to provide your

customers with the most up-to-date information. What previously

would have required individual emails, Tweets, or status updates,

now can be accomplished with one simple community update.

 

You can post a company update for big notifications, or just post an

“official reply” to a topic, so everyone who has expressed interest

in that topic will get an email notification of the update. That also

means that when the next person who experiences that issue

comes to your community, they will find the answer waiting for

them there. How’s that for efficiency?

Dr. Natalie: voted Top 20 In Social Media HuffPo
Dr. Natalie’s ebook: voted as one of the Top Ten Most downloaded Social Media ebooks- On smROI

Click here to watch my videos on Social Media ROI:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company


Dr. Natalie’s Executive Success Acceleration Firm™
Executive Business Strategy Advisor & Social Customer Experience Industry Authority & Consultant

The Doctor Knows Social Media ROI & Our Business Strategies Rx Get Results!
Our Motto? Be Awesome by: Learning, Sharing & Growing!

What we do: We work with companies to deliver increased revenue and decreased costs:

  • Executive Leadership Guidance on Strategy and Business Use of Social Media
  • Social Media / Business Benchmark Assessments – Tell you what you got/ what you might consider
  • Social Media ROI – set-up measurement capabilities and dashboards
  • Workshops on Business Strategy: Customer Experience, PR, Marketing, Customer Service & Internal Employee Advocacy
  • Instructor MEMES Summer Institutes at UCLA Anderson & UCLA Extension
  • Customer Experience / Social Customer Service Excellence Benchmarking Assessments & Advisory
  • Software Company Visualized-ROI, Persona-based Solution Selling w/ Targeted USP & Messaging / ebooks, White Papers, Webinars…
  • Social Media Training, Organizational Change, Motivation and Goal Setting

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How to Improve Customer Service by Dr. Natalie (Part 13) & Increase Revenue & Decrease Costs

The Socially-Enabled Customer Service Increases Revenue and Reduces Costs

For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…

I’ve been writing about many force multipliers that are currently present within Customer Service organizations using social media. Socially-enabled Customer Service can affect every aspect of your business when leveraged as a force multiplier.

There are multiple benefits from social throughout the buyer-seller relationship. It can be used to generate leads and build customer interest. It can be used in the sales and marketing process. It can be used to monitor customer satisfaction. It can be used to ensure that customers have their support issues addressed and new product functionality requested. It can help PR by helping to protect the brand. And it can be used to understand when an existing customer is influencing potential new customers.

However, if you pull the socially-enabled service aspect out, the force multiplier effect does not exist. A break in the process leaves an opportunity for social media (or the failure to use it) to broadcast your shortcomings in the relationship with your customer. It is important you understand the force multiplier advantages— starting with the Customer Service aspects of your business.

Take a note from a famous pilot, John Boyd and his OODA process and make sure to use social media to observe, orient yourself to the new information you observed, make decisions on that real-time social media data and take the actions that will forward your business, exponentially!

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

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Video 3: How Social Media Benefits the Whole Company

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How to Improve Customer Service by Dr. Natalie (Part 12) & Become an Agile & Customer Focused

How Do You Know If Your Company Is Agile and Customer-Focused? For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…  If we use the OODA Loop as our basis, here’s some questions to ask yourself and your organization:

Question 1: Do you have systems to monitor/measure what employees and customers know, think and feel about how customer service is provided and how the rest of the business operates? And do you take that information and integrate it into your company and make improvements that deliver better products, services and, in particular, better customer service?

If you think about it, this is very similar to what W. Edward Deming was suggesting when he provided business advice to companies. The fact is some companies collect feedback, but that information rarely gets to the right department or person who could make use of it. And then if it does get to the right person, there are not systems or a process to use that insight to make improvements. And even fewer companies tell customers and employees when they have taken the feedback into consideration and made the right changes. One of the most powerful things companies can do is to let customers know that they care by not only making changes, but to let customers know their voice was heard and taken seriously.

Question 2: If you do listen and act on customer/employee feedback, do you do it faster than your competitors? If you do, you’ll have a decided time advantage over their competitor.

Question 3: Are we on track? In military operations, OODA takes place in seconds. In corporations, it’s much slower. In fact, the current year’s strategy is rigidly followed till next year’s planning cycle. What companies need to consider is that with the real-time web, waiting a year to make a change is too slow. In fact, waiting a month or a week may take a customer service issue, spread by social channels, into a PR nightmare. Consider stories like United Breaks Guitars as one way that customers are fighting back against what they perceive is poor customer interactions. It’s critical to validate we’re on track or correct it. Especially in the Age of Social Business.

Question 4: Do you take feedback, fix what is not working and then repeat that process over and over?  In OODA theory, its It not just about going through the OODA loop once. It’s about seeing the OODA Loop as a continuously, on-going process. And then the result of your actions provides the observations to reorient what you decide to do next.

Most companies think of Customer Service as a cost center. But what if Customer Service was a way to preserve and generate revenue? Customers are at the boiling point. They no longer want to take what’s handed to them, especially when it comes to Customer Service. And with social media they have a way to make their voice heard. If we go back in time, people were predicting there would be a technology that would allow customers to talk to each other. And to talk back to companies online when they are dissatisfied and that everyone would be able to see that negative interaction. That prediction was written about in the book The Cluetrain Manifesto.

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How to Improve Customer Service by Dr. Natalie (Part 11) By Creating Extraordinary Customer Responsiveness

Force Multiplier #6: Create Extraordinary Customer Responsiveness

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceFor the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… Social Media for Customer Service affects Product Development. There is also a behind-the-scenes benefit to product development from using social media for customer service. Because of the “always-on” state of customer service, the Customer Service staff are often the first ones to hear questions from customers like, “I wish the product only did this” or, “Why doesn’t the product do this?”

If the product development team leveraged Customer Service staff and social media data to track these comments—the product development team would be much more aware of what customer’s think about the company’s products and services and be able to create them better.

Customer Service Think Tank hosted by Dell

Customer Service Think Tank hosted by Dell (Photo credit: Dell’s Official Flickr Page)could create new functionality and even develop a new product that customers really want and are ready to buy. Talk about being proactive to your customer’s request— now, this is customer responsiveness! Imagine a customer tweeting that your company fixed a problem or created a product based on their request! Imagine how many more products you’d sell if you created products your customer’s actually asked for.

 

The Conclusion? Force Multiplier #6: Create extraordinary customer responsiveness, build products based upon customer request tracking through customer service, create positive brand image via product development.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

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Video 3: How Social Media Benefits the Whole Company

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How to Improve Customer Service by Dr. Natalie (Part 10) – Affect on PR And Customer Loyalty

Force Multiplier #5: Proactive Monitoring Of PR Events And Leaks, Leverage Customer Feedback And Customer Data To Facilitate Customer Loyalty

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceFor the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service and PR, download the white paper here. Or read on…  Social Media for Customer Service affects Public Relations. Public relations departments might be considered at a slight disadvantage with the advent of social media. They have been able to craft and control the branding and key messages, which is very important to the brand equity. With social media, while they can release information to broader audiences quickly, negative information can spread just as fast.

What if an overzealous blogger gets wind of your new product and blogs about it before the launch? On one hand this could be called a “sneak peek.” On the other hand, if leaked too soon, it might end up tipping your hand to the competition and even the stock market. In today’s social media environment, there is no way to protect the company 100 percent of the time from info leaks.

But having crisis mitigation strategies in place for when it might occur is necessary. On many occasions, it is the Customer Service personnel who have alerted Public Relations about “sneak peek” news first. It is also known that some PR strategists give first news of new products or offerings to the most loyal customers as a reward or to get feedback pre-release. The customer database and its metrics are used for selection of those customers.

Conclusion? Force Multiplier #5: Proactive monitoring of PR events and leaks, leverage customer feedback and customer data to facilitate customer loyalty.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

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@DrNatalie L. Petouhoff

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:Social Media ROI

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Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

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How to Improve Customer Service by Dr. Natalie (Part 9) & Get Better Business Insights

Force Multiplier #4:  Less Missed Trends, More Cross-Department Input, More Business Insight And Foresight

For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…  Social Media for Customer Service affects Marketing. to who owns the company’s social media presence. Studies show that Public Relations, Communications, Marketing, Customer Service and even Product Development will make claims to own this territory. It only makes sense to have alignment in the organization as to who will manage the various functions of social media, and create a common voice and governance rules over the communication policies.

Also, cross-functional training is required to have all departments understand each other’s role. For most companies this would be a first! From social Customer Service perspective, they are fundamentally looking for potential problems and solving them. But because Customer Service is the place that a company can learn about the real-time use of their products and offerings, it’s the best pace to suffer information that can be used in other departments like PR, Marketing, Product Development and even Billing. Sometimes customer’s contact customer service because their bill is confusing. If that information is conveyed to Billing, they can work on making the bill more understandable.

Perhaps an inordinate amount of customers are dissatisfied with the pricing of a product. That information can be shared with Marketing and Sales, especially if trends are developing. Because of the fast pace and ever-changing landscape of social media you can never have too many eyes watching for trends that may go unnoticed by busier internal groups. If Customer Service aggregates data from all communication channels to gives it to the various functional departments, they can provide the company with mission critical, competitive business insight.

Conclusion? Force Multiplier #4: Less missed trends, more cross-department input, more business insight and foresight

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

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@DrNatalie L. Petouhoff

For more info on my work:
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:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

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How to Improve Customer Service by Dr. Natalie (Part 8) & Reduce Churn & Increase Sales

Force Multiplier #3: Lessen Customer Churn, Lessen Lost Sales, Lessen Brand Damage

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceFor the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… Everyone knows that a customer most likely will not buy from you if they are angry with you. So if customers are complaining about your product or service within social media and no one is available to address those complaints quickly, others will read the complaints. These complaints might be in the form of an online review, often on a third party site where you can’t take the content down. (Note: its generally not a good idea to take negative content down, even if its on your site and you could. Doing so makes the company look like they are trying to hide something and thus not being transparent or honest. If that happens, a firestorm of comments can result and be worse than the initial set of comments.

Just know that if you are a company in business, there is probably someone who has said something negative about you online. That’s going to happen. What matters is what you do with the comments. Best practices are to go and address customer’s issues. Say you are sorry they had an issue and ask them how you can help.

Some customer may have moved on and there is nothing you can do. Other’s will respond and at that point, take the interaction offline- to a phone call. Resolve the issue and you’ll see that customers are so completely caught off guard by a company being nice and doing the “right” thing, they will often go back and repost a comment about how they were wrong about the company and how great they really are. Now imagine your online posts. If you haven’t addressed them, sales will suffer. Customers will see the comments and not want to deal with you and look for products/solutions elsewhere—and even buy from another company. And what’s worse is your brand name could be damaged. In today’s real-time social media response environment, excellent Customer Service and rapid response to complaints is a huge differentiator over the competition.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
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:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

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How to Improve Customer Service by Dr. Natalie (Part 7) And Reduce Call Volume

Force Multiplier #2: Reduce The Impact Of Customer Service Call Volume Explosions By Utilizing Social Customer Service

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceYour Customer Service organization is highly trained to interact with customers via all channels of communication and from a common knowledge base. Therefore, using Customer Service to oversee social media activity is not a stretch. For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… In fact, in some companies, staff is already out there doing it. You’ll want to consider creating social media governance policies and social media Customer Service training required. Using a search engine, search on “social media policies” and you’ll see that hundreds of companies have put their social media policies online. This is a great resource for you and can provide you with a benchmark of what companies are actually doing.

The idea here is to leverage some of the highly skilled individuals from your existing Customer Service team to use social media to identify brewing service problems. Studies show that companies who use social customer service can head off an disaster that would have resulted in

Customer services

Customer services (Photo credit: gordon2208)

hundreds if not thousands of calls to the call center. It can be as easy as putting out a post in Twitter and/or on Facebook to say you know there’s an issue and you are working to resolve it. And companies also place links to solutions, where customers can go and get self-service or updates. What customers want to know is that you are paying attention and you have their back.

Conclusion? Adding social media is a natural extension of what customer service agents already do. Force Multiplier #2: reduce the impact of customer service call volume explosions by utilizing Social Customer Service.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

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How to Improve Customer Service by Dr. Natalie (Part 6) & Reduce Customer Service Costs

Force Multiplier #1: Use Social Customer Service To Reduce Customer Service Costs

Customer Service is in an “always on” state and is available to your customers.

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceIn social media there is a ratio people who interact. That ratio is about 1% post, 10% interact and 90% who read. That ratio can vary depending on your type of company, the industry you are in and the type of products you sell. The main thing to know is that the ~1% or brand evangelist are already talking about your company online. They love your products and their hobby is often to know as much or more about your products than even some of your best thought leaders or engineers. They get street cred with their followers (the 10 and 90%) by being the “expert” and “go-to” resource in their field. For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…

When the 1% engage them, they are more than happy to provide answers—and great answers—sometimes better answers than your own staff. Some companies are worried about interacting with evangelists because they might not give the right answers. In communities that are strategically set-up, the customers can vote on whether an answer actually helped them. When you have hundreds of people voting on an answer, you don’t have to worry about accuracy of the answers. The crowd tends to allow the right things to float to the top! Using brand advocates can help to reduce the calls to the contact center, provide better information for your knowledge bases and thereby make your agents smarter and able to handle questions faster.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

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@DrNatalie L. Petouhoff

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:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

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