PPT-Relationships Matter: Cultivating and Redefining Customer Service Outreach through Social

Presented By Arcelia Jimenez and Ariana Lewis Exactly what is Social Media and Web 20 Social Media Online outlets allowing individuals to communicate with each other about anything Web 20 AKA Internet. Web email chat and social media are now very important channels for customers Still many customers prefer to contact companies with a phone call URP57347D57347FRPSDQ57527V57347SHUVSHFWLYH5735957347WKH57347SKRQH57347LV57347QRW57347DOZDV WKH57347PRVW5 scale. . successfull. social customer operations. May 28. th. . 2015. Jeroen van Dam – Managing Director Engagement. Jeroen van Dam. Managing Director Engagement. @. jbvandam. +31 (0)6 12396693. THE FUTURE OF . CUSTOMER ENGAGEMENT. Customers who are fully engaged represent an average . 23%. premium in terms of share of wallet, profitability, revenue and relationship growth compared with the average customer. . Using Social Media in today’s market. The importance of social media. http://www.youtube.com/watch?v=lFZ0z5Fm-Ng. http://www.youtube.com/watch?v=NB_P-_NUdLw&NR=1. What Strikes you about these videos??. Gritter?. In the Customer Service Centre… . Nearly 10,000 calls received in December 2010, usually a quieter month due to Xmas. The highest rate of e-mails sent to the team ever (822). Double the average abandoned rate (almost quadruple that to January or February 2011). Facebook remains the default social networking site for almost all UK adults . = . 38. million users!. Twitter = . 15. million users. LinkedIn = . 10 . million users. And then there’s Google+, . Innovation in the Skies. “A Multi-million Dollar IPOD. That Flies.” . –. Needed Grassroots Support from Day One. “. U.S. GOVERNMENT SAYS VIRGIN AMERICA UN-AMERICAN” – Dec. . 2006. “UNFAIRLY GROUNDED” – Dec 2006 . Value chain coordination. For balanced supplies & demands. Ch. 9, . 第八章. Hewlett-Packard . Deskjet. printers. Traditional. Made for all nations. Taiwan, Hong Kong, …. If the sales in Taiwan is . Gritter?. In the Customer Service Centre… . Nearly 10,000 calls received in December 2010, usually a quieter month due to Xmas. The highest rate of e-mails sent to the team ever (822). Double the average abandoned rate (almost quadruple that to January or February 2011). https://www.findbusinessnumber.com/ find business number specialize in curating companies' customer service information: customer service numbers, customer support phones, emails, social media and contact forms. You will be able to find all toll free customer care phone numbers. If there is any erroneous information or you would like to tell us about any missing information please get in touch with us. Innovation in the Skies. “A Multi-million Dollar IPOD. That Flies.” . –. Needed Grassroots Support from Day One. “. U.S. GOVERNMENT SAYS VIRGIN AMERICA UN-AMERICAN” – Dec. . 2006. “UNFAIRLY GROUNDED” – Dec 2006 . Distinguish . between customer service as a process and customer service as a function.. Customer . service in selling. . Is . a process rather than a function. Is . a relationship rather than a department. .. Marketing. Distinguish between Process or Function. Customer Service. Customer Service Process. Flow. Provides the overall structure providing a consistent set of processes to record and track user contact. . HELPS T-MOBILE AUSTRIA IMPROVE ONLINE CUSTOMER ENGAGEMENT. ATUL ARORA. Figure 1: Customer service through social media channels. 2. T-Mobile Austria, as part of . its . brand differentiation strategy, deployed a social customer service solution to...