《简约艺术风格PPT模板 (108).ppt》由会员分享，可在线阅读，更多相关《简约艺术风格PPT模板 (108).ppt（21页珍藏版）》请在金锄头文库上搜索。
1、SOCIALCUSTOMER THEUNDENIABLEAUTHORITYOFTHE THEDAWNOFTHEDIGITALAGE alongwiththeexplosivegrowthofsocialmedia hasforcedtheevolutionofcustomerservice Withitcametheriseofanewcustomer onewhohasbeenknowntotoppleeventhemostrespectedofbrands THISNEWFOUNDAUTHORITYISKNOWNAS THESOCIALCUSTOMER WHOISTHE SOCIALCUS
2、TOMER THESOCIALCUSTOMERTOUCHESNEARLYEVERYCORNEROFTHEGLOBE 20 ATLEAST20 OFTHEWORLD SPOPULATIONUSESSOCIALMEDIA THAT SMORETHANHALFOFTHE2 4BILLIONINTERNETUSERSACROSSTHEWORLD TODAY SSOCIALCUSTOMERIS WHICHHASCHANGEDEVERYTHINGBUSINESSOWNERSTHOUGHTTHEYKNEWABOUTCUSTOMERRELATIONSHIPS LISTENINGTOPEERS RESEARCH
3、INGHEAVILYONLINE POSTINGCOMPLAINTSONSOCIALMEDIA EXPECTATIONSAREHIGH Intoday sageofconstantconnectivityandinstantsolutions theSocialCustomerdemandsimmediateassistanceatanyhouroftheday FACEBOOK 46 46 ofcustomerswanttoengagewithbrandsviaFacebooktosolveproblems 39 ofthemarelookingtogivefeedbackaboutprod
4、uctsorservices 29 29 ofcustomersexpectresponseswithin2hours 22 22 ofcustomersexpectsame dayresponses TWITTER 81 ofTwitterusersexpectsame daycustomerserviceresponses 22 ofTwitterusersexpectresponseswithin2hours 30 ofTwitterusersexpectresponseswithin30minutes 81 22 30 80 MORETHAN1MILLIONPEOPLEviewtwee
5、tsaboutcustomerserviceeveryweek ROUGHLYofcustomerservicetweetsarenegativeorcriticalinnature SOCIALMEDIAHASPROVIDEDANINTIMATECONNECTIONAMONGALLCONSUMERS 88 88 OFCUSTOMERSareinuencedbyreadingreviews SOCIALCUSTOMERSNOLONGERLISTENTOCOMPANYMESSAGES THEY RELISTENINGTOPEERSINSTEAD THEPOWERHASSHIFTEDFROMBRA
6、NDSTOTHEIRCUSTOMERS Onaverage 1SOCIALCUSTOMERwilltell42OTHERPEOPLEaboutacompany HOWDOESTHISSHIFTINAUTHORITYAFFECT CUSTOMERSUPPORTFORBUSINESSES UNFORTUNATELY MANYORGANIZATIONSSTILLDONOTBELIEVEINTHEAUTHORITYOFTHESOCIALCUSTOMER 60 ofcompaniesdon trespondtocustomersviasocialmedia evenwhenaskeddirectques
7、tions 7OFTHETOP20retailershaveevenerasedcustomerquestionsontheirFacebookpages 88 ofconsumersarelesslikelytobuyfromcompaniesthatignorecomplaintsandquestionsonsocialmedia ONLY17 ofconsumerswhohadnegativeserviceexperiencesrecommendthosecompaniesinthefuture 88 17 BUTTHEY REPAYINGFORIT MONEYSHREDDER THEM
8、OSTSOCIALLYPROACTIVECOMPANIESSEESOLIDRESULTS Customerswhoengagewithcompaniesoversocialmediaspend20 to40 moremoneywiththosecompaniesthanothercustomers 81 ofcompanieswithstrongcapabilitiesfordeliveringexcellentcustomerserviceareout performingtheircompetitors 81 HOWSHOULDYOUPREPAREYOURSELFFOR THECOMING
9、AGEOFTHE SOCIALCUSTOMER ALWAYSRESPOND NOMATTERHOWEMBARRASSEDORFRUSTRATEDYOUMAYFEELWHENACUSTOMERCOMPLAINSONSOCIALMEDIA YOUSHOULD 83 ofcustomerswhotweetcomplaintsloveitwhen companiesrespond WHENRESPONDINGTOTHESOCIALCUSTOMER DON TFORGETTO STRIVEFORFASTRESPONSETIMES BEHUMANAND ATTIMES APPLYHUMOR DON TBE
10、DEFENSIVE ALWAYSTHANKTHECUSTOMER SUGGESTASOLUTIONTOTHEPROBLEM 12345 TOIMPROVEYOURCOMPANY SOVERALLPLANFORSOCIALCUSTOMERSERVICE CONSIDERTHESETIPS LISTENTOYOURCUSTOMERSANDBUILDRELATIONSHIPSWITHTHEM HAVEADETAILEDCRISIS MANAGEMENTPLAN DESIGNATEATLEASTONEMEMBEROFYOUR COMPANYTOBEAVAILABLE24 7ONSOCIALMEDIA
11、COMMITRANDOMACTSOFWOWFORYOURCUSTOMERS STRIVETOALWAYSPROVIDELINKSTOHELPFULINFORMATIONATTHEENDOFEACHRESPONSE EVENIFTHECHANNELS FACEBOOK TWITTER ETC EVOLVE THESOCIALCUSTOMERISHERETOSTAY INTHENOT SO DISTANTFUTURE CONSUMERSWILLEXPECTEVENFASTERRESPONSESFROMCOMPANIESLIKEYOURS DON TLETYOURCUSTOMER SERVICEEFFORTSFALLBEHIND DESK COMISTHEONLYCUSTOMERSERVICEPRODUCTBUILTFROMTHEGROUNDUPTOSERVETHENEWSOCIALCUSTOMER VIEWANDRESPONDTOYOURSOCIALCUSTOMERSDIRECTLYFROMWITHINDESK COM Sources pewinternet org SIGNUPFORYOURFREE14 DAYTRIALOFDESK COMTODAY CLICKHERETOGETSTARTED
