Webinars
Social
Customer Service: Best practices for listening, engaging and supporting
customers in social media
April
12th, 1:00 - 2:30pm ET
Does your company use social media to engage customers and monitor discussions
about your products/services? If not, why not?
In this special web event, I will show you exactly how to find and
respond to complaints about your brand that are posted on Twitter. And I’ll
show you how to listen to, engage and support your customers on the world’s
fastest growing social network.
I
like to share the story about a Comcast customer who experienced an outage
with her high-speed Internet and phone service. She says it took at least
an hour and a half to get through to a live person at Comcast and that person
told her it would be 3 days before a technician could come out. Frustrated,
the customer logged on to Twitter from her Blackberry and typed "Damn Internet down in my house. Arrrrrgh. Can't fix until Thursday.
Shoot me."
A Comcast “Digital Detective” saw the posting, tracked the customer
down, and had the customer’s Internet and phone back up by 5pm that day. The
customer was blown away when Comcast contacted her after discovering her
“Tweet” and was equally WOWed with the speed of response. This astonishing
problem detection and resolution has generated a ton of priceless
word-of-mouth advertising for Comcast.
If you’re not WOWing customers in this way on a regular basis, you need
to attend Social Customer Service on April
12th, 1:00 - 2:30pm ET
Join me for this special event and I will show you exactly how to listen
to, engage, and support customers on Twitter. I’ll also position your
company to surprise and delight consumers who “tweet” gripes about your
brand.
You will learn:
=> The only 3 words you need to know to engage customers in social media.
=> How to get started on Twitter in 4 easy steps: You’ll
discover how to get followers, who to follow, how to post relevant and
engaging tweets and more.
=>
How to use YouTube for
customer support…riveting examples from 3 social media rockstar companies.
=>Why Twitter is a perfect media for meeting the needs of today’s
savvy and demanding customers.
=>
How to setup your own social media team (within your existing contact center)
that aggressively protects your brand credibility, listens to consumers, and
serves customers like never before.
=>How
to harness the power of social media to help you manage crisis situations and
to resolve problems faster than ever before.
=> Why putting an existing customer service representative in
charge of monitoring blogs and social media is both a real morale and
productivity booster.
=> How to start Twitter conversations with your customers and
followers.
=> Top mistakes companies make on Twitter and how to avoid them.
=> How to use Twitter and other social media to monitor your online
reputation.
=>
When you’re lucky enough to have a fan base, here’s how to maximize
the energy of your fans in social media
BUT...Twitter is not just about WOWing your customers...it's a golden opportunity to divert a crisis.
The advertising executives at Motrin thought it was a good idea. A hip ad featuring a 20-something voice-over and simple graphics.
Problem is, moms didn’t like the ad. The ad was released on the Motrin website on a Saturday morning. By Saturday evening Motrin was the top trending topic on Twitter, with thousands of mothers tweeting their reactions to the ad. Bloggers called for a boycott. Online moms were outraged by the suggestion that they carry their babies to be “fashionable.” In response to Twitter and blogger reaction, Motrin pulled the ad on Monday, just two days after launch.
The quick demise of the campaign demonstrates the power of consumers and social media. Today’s consumer is vocal and Internet savvy. When companies offend, outrage or fail to deliver to these powerful consumers, there can be devastating implications for businesses – from a loss of credibility with consumers, to serious market damage to lost customers.
Motrin’s response to the blog and Twitter mom outrage was swift and smart. They listened to the online conversations, took them seriously and pulled the online ad nearly immediately. Companies will be wise to learn from Motrin’s handling of the “Wear Your Baby” campaign and to be more proactive about listening to online conversations about their brands.
Don’t wait for a catastrophe, begin managing and protecting your online reputation now. Enroll in "Twitter Customer Service" so you'll be up to speed on how to handle a crisis.
Plus, even more great Social Media discussion:
-
Live visits to some of the best retail Twitter pages - Learn tricks and secrets of the best of the best.
-
Do's & Don'ts of Tweeting Service- Making Twitter Work Successfully
- Strategies for responding to Tweets before they become service nightmares
- Top service pitfalls of Twitter & how to avoid them
- How to use Twitter to resolve customers problems - When they least expect it
I can’t wait to get you up to speed on Twitter.
Social
Customer Service: Best practices for listening, engaging and supporting
customers in social media
April
12th, 1:00 - 2:30pm ET
$299
for unlimited participation within your organization (includes digital
recording of the webinar)
Can’t attend the live event? No worries. All registrants receive a digital recording of the webinar 24 hours after the live event. You can use this recording to train your team --- refresher training, new hire training or as a skill sharpener.
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