Reinventing Application Performance Testing with Service Virtualization
Reinventing Customer Service
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Transcript of Reinventing Customer Service
WHAT NO ONE’S TELLING YOU ABOUT CUSTOMER SERVICE AND SOCIAL MEDIA
SEPTEMBER 27, 2010Ed Lee, Director, Social Media
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PreconceptionsMisconceptionMy PerceptionConception
REINVENTING CUSTOMER SERVICE
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Digital content and sites that allow consumers to connect and share everything from opinions and
recommendations to music, video and photos
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More SOCIAL than MEDIA
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The landscape is changing
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PROFOUND CULTURAL SHIFTWE ARE IN THE MIDST OF A
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Social Media allows us to express ourselves
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In an instant
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Without much thought
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Before, during or afterTuesday, September 27, 2011
Social media is the new...Water Cooler Coffee Break Cigarette Break
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CON
SUM
ER A
BILI
TY T
O P
UBLI
SH
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PreconceptionsWhat you may have heard
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Killer app?
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Richard
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FrankTuesday, September 27, 2011
These Guys
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Time; Not Twitter
XTuesday, September 27, 2011
It Depends
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Whatʼs Out There?
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Reactive: respond
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Reactive:Find and respond
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Reactive:Direct into Funnel
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ProactiveTuesday, September 27, 2011
MisconceptionsWhat I’ve heard
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Killer App
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Talking makes things better
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One Size Fits All
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Types of Consumers3Tuesday, September 27, 2011
1. Fans
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2. Critics
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3. Ragers
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I can start...
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One Size Fits AllTuesday, September 27, 2011
My PerceptionCustomer service and social media
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Competitive Advantage
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Are we training people to shout at us online?
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Canadian Example
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Directions
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Don’t push the toothpaste back into the tube
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Learn, Store and Share
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Actionable Insights
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Integrate into existing systems
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Not a product plug
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ConceptionCustomer service and social media
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Start Now
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ANALYZELISTEN
LEARNAPPLY
SOCIAL MEDIA
AND
CUSTOMER SERVICE
What are people saying?Where? How? Who?
What does it mean?What can we change?
Weave the strands togetherActionRinse, Repeat
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Social Business
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Social Business Models
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Impact of Social Media
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THANk YOU
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Resources
edlee.ca/reinvent-customer-service
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QUESTIONS?
[email protected]@edleeslideshare.net/edleelinkedin.com/in/edlee
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