Now! How to Delight Your Audience and Hug Your Haters With Realtime Online Service
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Transcript of Now! How to Delight Your Audience and Hug Your Haters With Realtime Online Service
NOW! How to Delight Your Audience Using
Real-Time Responsiveness
Realtime Rules
• Yes, we’ll record this (UPDATE: Recording did not work - sorry!)
• Yes, you can ask questions (in the questions panel)
• Yes, there is a hashtag. It’s #NowWebinar
• Yes, you can win PRIZES for being awesome
@JayBaer @DJWaldow #Now Webinar
Jay Baer
• President of Convince & Convert
• NY Times best-selling author
• Global keynote speaker
• Blogger, podcaster, real-time devotee
@JayBaer @DJWaldow #Now Webinar
DJ Waldow
• Director of Marketing at Zignal Labs
• Author
• Speaker
• Blogger, (former) podcaster, realtime devotee
@JayBaer @DJWaldow #Now Webinar
About Zignal Labs• Realtime, cross media, analytics, platform
• Observe trends, opinions and relevant stories the moment they unfold.
• Efficiently make more-informed decisions
• Immediately take action
• We help you stay ahead of what the world thinks
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
Zignal Enterprise
@JayBaer @DJWaldow #Now Webinar
Zignal Command Center
@JayBaer @DJWaldow #Now Webinar
Zignal Newsroom
Customer Experience Is the New Marketing
Research from Walker Information says that by 2020, B2B customers will value customer experience more than PRICE.
@JayBaer @DJWaldow #Now Webinar
Speed Creates Positive Customer Experiences
The most important element of customer satisfaction when using telephone support is speed of issue resolution
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
Most important elements of a good customer experience
Parature, 2014
Getting my issue resolved quickly
Getting my issue resolved in a singleinteraction
Not being passed from agentto agent
Polite CSR
Being able to findanswers on my own
41%
26%
12%
3%Not havingto repeatmyselfor myissue
7%
11%
Many complainersfeel speedy problemresolution is critical
Lack of Speed Creates Negative Customer Experiences
• Remarkably, companies are actually getting SLOWER at responding to email.
• Average response time to a customer email is 44 hours, up 8 hours from 2013.
• When people think their email is ignored, they go to social media to raise the stakes.
@JayBaer @DJWaldow #Now Webinar
Social Media is Flooded with Customer Questions and Complaints
In the U.K., social media complaints about business increased 800% between January, 2014 and May, 2015.
@JayBaer @DJWaldow #Now Webinar
Will Today’s Young People EVER Want to Call Customer Service?
@JayBaer @DJWaldow #Now Webinar
Answering Online Complaints Increases Customer Advocacy
• A comprehensive study by Edison Research and Jay Baer found that answering customer complaints in social media increases customer advocacy by 20%
• Not answering social media complaints decreases customer advocacy by 37%!
@JayBaer @DJWaldow #Now Webinar
But You Have to Act FAST!
• Among social media complainers who expect a response, 40% anticipate a reply within ONE HOUR.
• The average time it takes business to respond in social media….5 HOURS.
@JayBaer @DJWaldow #Now Webinar
QUIZ How did Shutterstock respond?
Quiz
• Type A, B, or C into the questions box
• Among those with the right answer, one person will be randomly selected to win…
@JayBaer @DJWaldow #Now Webinar
Prizes
@JayBaer @DJWaldow #Now Webinar
+
Customer says…
“@Shutterstock. Website is down. down. down. #itsnotmeitsyou”
@JayBaer @DJWaldow #Now Webinar
Shutterstock Says
A. “@toddkron it’s probably a browser issue on your end. What browser are you using?”
B. No reply
C. “@toddkron #ItsNotYouItsDefinitelyUs And we’re working on it. Thanks for your patience today, Todd”
@JayBaer @DJWaldow #Now Webinar
Shutterstock Says
A. “@toddkron it’s probably a browser issue on your end. What browser are you using?”
B. No reply
C. “@toddkron #ItsNotYouItsDefinitelyUs And we’re working on it. Thanks for your patience today, Todd”
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
99 Positive … 1 Negative
@JayBaer @DJWaldow #Now Webinar
Speed Can Be a Competitive Differentiator
• KLM Royal Dutch Airlines aims to be the most responsive airline in the world
• But how they came to embrace realtime is a very strange tale….
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
Don’t Eliminate Empathy in Favor of Speed
• Many social media complainers are already TWICE disappointed
• Online, customer service is a spectator sport
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
To Be Fast Enough (and maintain empathy) Sometimes You Have to
Be Selective
Spotify blew Scott Stratten’s mind, and won his heart by going above and beyond in realtime
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
QUIZ How did Discover respond?
Quiz
• Type A, B, or C into the questions box
• Among those with the right answer, one person will be randomly selected to win…
@JayBaer @DJWaldow #Now Webinar
Prizes
@JayBaer @DJWaldow #Now Webinar
+
Customer says…
“Haven’t checked my mail in a few days, and there are 3 offers for the @Discover card. Persistence, or lack of coordination?”
@JayBaer @DJWaldow #Now Webinar
Discover Says
A. No reply
B. “@RobSpeciale We must be excited to have you apply! DM w/ your full name & full address if you would like the mailings to stop. *Amy”
C. “@RobEspeciale BUSTED! So sorry to clog your email. We’ll remove you ASAP. *Amy”
@JayBaer @DJWaldow #Now Webinar
Discover Says
A. No reply
B. “@RobSpeciale We must be excited to have you apply! DM w/ your full name & full address if you would like the mailings to stop. *Amy”
C. “@RobEspeciale BUSTED! So sorry to clog your email. We’ll remove you ASAP. *Amy”
@JayBaer @DJWaldow #Now Webinar
Beyond Using Realtime for Customer Support, There are HUGE
Insights Available
• Customers are using THEIR time to tell you what they think about YOUR business
• It’s free market research!
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
@JayBaer @DJWaldow #Now Webinar
LDWW Group on behalf of its client, the Big 12 Conference
@JayBaer @DJWaldow #Now Webinar
LDWW Group on behalf of its client, the Big 12 Conference
Customer Service is the New Marketing
It Requires Speed
It Requires Empathy
It Requires Data
…AND There are Huge Insights Available to Make You Better
@JayBaer @DJWaldow #Now Webinar
Are You Ready For The Now?
Questions