THRIVING FROM THE

COLLISION OF BRANDS

AND CUSTOMERS ON

SOCIAL MEDIA

Thomas Brown

Director, Strategy and Insights, CIM

25 September 2014

Have you ever said to yourself…

“I need to engage with this brand, which customer service channel shall I use?”

My brief…

‘Learn how to future proof your company for the growing number of customers who are looking to use social media to get customer service.’

It’s simple.

It’s all about trust.

NEWSFLASH: THE WORLD’S

GONE DIGITAL

24% of people have missed events while

trying to post about them on social

media… #justsaying

ALL THAT CHATTER

ISN’T JUST FRIENDS

POKING

BUT UNDERNEATH

THOSE INTERACTIONS,

CONCERNS EMERGE

DON’T JUST TAKE MY WORD FOR IT…

WHAT’S RIGHT AND

WRONG CAN ALSO BE A

LITTLE SUBJECTIVE

FIVE PRACTICAL TIPS TO

HELP YOU SURVIVE –

AND THRIVE

Top tip #1

Understand your customers’ digital lives and where you fit (help or hinder).

Top tip #2

Understand the etiquette – don’t just barge into someone else’s conversation.

Top tip #3

You have two ears and one mouth for a reason. Listen first!

Top tip #4

Be clear on expectations: under-promise and over-deliver, not the other way around.

Top tip #5

Keep Social Honest!

WWW.KEEPSOCIALHONEST.COM

#KEEPSOCIALHONEST

thomasbrown@cim.co.uk

/ThinkStuff

@ThinkStuff