IQPC Social Customer Relationship Management And Social Media Management

Wondering how to manage or interact with your customers? In session, we look at what does customer management look like and what is social media management. The comprehensive online summit was designed to seize how to take advantage of the valuable CRM opportunities in social media by revamping all facets of your customer management effort and significantly improving your ability to engage the target audience.

The presentation topics we look at delivered by battle-tested industry experts and thought leaders included:

  • Delivering meaningful customer service via social media
  • Understanding and adapting to changing customer perceptions about social
  • Controlling the reputational risks of social media
  • Designing the ultimate social “customer experience” and
  • Separating fact from fiction on “social ROI.”

To get to the content, here’s the link – just click on the graphic:

IQPC Customer Management

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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Multi-Channel Desktop Customer Service Agent Experience: How it Affects the Bottomline

Multi-channel Customer Service is not new. Customers have been accessing companies through many channels for years… email, phone, chat… but now with social media the ability to find those social interactions and bring them back into the contact center just like a call or email has escaped many people This research was conducted by visiting 3 different types of contact centers and studying the affect of the software the agent uses to deliver customer experiences. In all three cases there were major savings or revenue opportunities. The white papers uncovered why Contact Center have a difficult time reinventing themselves as well as 7 steps to benchmark what the company is currently doing and comparing it to best practices and providing a gap analysis.To read each of the case studies click on the picture of the study and it will take you to the research paper.

Study on Agents Technology and the Bottomline Case Study #1

Agents Technology and the Bottomline Case study #2

Agent Technology The Bottomline Case Study #3

 

 

 

 

 

 

 

The series of three white reveal a number of important findings:

Finding 1: The Lack of a Common Definition of A Universal Agent in a Multichannel Contact Center

Finding 2: Technology Affects Agent Attitude

Finding 3: Growing Concern About the Company Not Directly Addressing Social Media

Finding 4: Significant Impact of Technology on Agent Productivity

Finding 5: Effect of Integrating Social Channels on Agent Productivity

Finding 6: Impact of Technology On Agent’s Ability to Reduce Customer Churn

Finding 7: Effect of Technology on Agent Responding Immediately to Negative Word of Mouth via Social Posts

Finding 8: Impact of Technology on Proactive Social Subscriber Engagement And Increasing Subscriber Revenue and Customer Lifetime Value

Brought to you by the Executive Success Acceleration Firm
www.Twitter.com/DrNatalie

 

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Webinar: Muti-Channel Customer Service – Technology Affects an Agent’s Ability to Deliver Great Customer Experiences

Customer Service Professionals need to understand how the customer experience impacts the bottomline. Agents are the frontline for most companies and this research study found that agents with better technology provide better customer experiences.

According to a recent Harris Interactive survey, 90% of consumers say that a customer service agent’s perceived happiness directly impacts the overall customer experience. In other words, when an agent has the right tools to perform their job to the best of their ability the customer experience is positively impacted. The new integrated, multichannel agent desktops offer the right tools and they’re not just a trend but the new reality to engage with today’s channel agnostic customer.

Not convinced? I, along with and Kieron Lawson, LiveOps CTO of Applications discuss recent findings from my latest contact center agent research. You’ll hear real world testimonials and data that explains why now is the time to migrate to an integrated, multichannel desktop and what you should look for when making this purchase decision. To hear the webinar click on the webinar graphic: Liveops Webinar Agent and the Bottomline TMC

What Attendees Learn from the Webinar:

  • How and why an integrated multichannel desktop can result in 25 to 50% increase in agent productivity and agent happiness
  • Is 25% cost savings from these new desktops myth or reality?
  • Is it finally possible to truly improve first contact resolution, reduce customer churn and reduce average interaction handle time and increase customer lifetime value?
  • Should ‘going cloud’ be part of the decision?
  • See a demo of the recently launched LiveOps Engage and hear why this new integrated desktop can help you achieve your agent experience and customer experience goals

Who should attend:

  • Contact Center Managers/Directors/VP’s
  • Customer Support and Service Directors/VP’s
  • Operations Directors/VP’s

Kieron Lawson
CTO, LiveOps

  • Kieron Lawson is the CTO for LiveOps, Inc. In this role Kieron is responsible for establishing the technical vision of the company and leads all aspects of technology development based on strategic direction.

    Moderator:

    Paula Bernier
    Executive Editor TMCnet

    Paula Bernier is executive editor for the IP Communications Group at TMC where she writes, edits and manages editorial content for the print & digital versions of INTERNET TELEPHONY, and writes for TMCnet.

    Bernier was formerly editor in chief of xchange magazine, a Virgo publication, where she worked for more than 11 years. While at that company, she also was the editorial leader for PHONE+ and Sounding Board magazines, as well as various e-books and webinars.

    Prior to that, Bernier was a senior writer for Inter@ctive Week, a magazine that was initially independently owned but was later acquired by Ziff Davis.

    Bernier got her start in telecom at Telephony magazine, where she spent nearly five years, leaving as the news director.

    She also has been on the reporting staffs of various mainstream daily and weekly newspapers in Iowa, Minnesota and South Carolina.


 

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Webinar: Customer Love in the Social Age: 7 Steps for Building a Better Customer Experience

Customer Service and Customer Experience, especially in the age of Social Media is one of the most important capabilities a company can develop. But the ability to provide great customer experiences isn’t new. But thanks to social media your customers are now more connected than ever. If they complain about their experience via social media, thousands or even millions of people can see how your company responds. We call this the Witness FactorTM, and it’s driving significant change in customer service. These new, open interactions between companies and their customers, as well as customer-to-customer, are driving significant change in customer customer service.

In this webinar I walk you through the 7 steps for building a better customer experience in the social age, enabling agents and managers alike to create a strategy, justify the plan to upper management, and calculate the ROI (return on investment) of your initiatives.

Here’s the slides:

And if you’d like to hear the webinar, here you go! 7 Steps to Great Customer Experiences!

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

Let’s Connect here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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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.

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

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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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.

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

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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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.

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

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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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.

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

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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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:
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

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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