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Customer Service & Social Media – Have the Rules Changed?

Customer Service & Social Media – Have the Rules Changed?. Boss you need to see this. http://tinyurl.com/ytmon5. What Happened?. On the Web. Taco Bell. 6 Hours Later Release a press statement – on their website - local issue / open soon 6 Days Later

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Customer Service & Social Media – Have the Rules Changed?

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  1. Customer Service & Social Media –Have the Rules Changed? Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  2. Boss you need to see this. . . .... http://tinyurl.com/ytmon5 Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  3. What Happened? On the Web Taco Bell 6 Hours Later Release a press statement – on their website - local issue / open soon 6 Days Later Chief Exec in a video – only on Taco Bell website Within hours on Youtube Within 24 Hours • 1000 blogs with the story • Google – rats / KFC = 443 • Google - rats / Taco Bell = 600 • Google ads for pest controllers Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  4. 3½ Years On • 1.25 million views of that video • 3 100 comments with new ones daily • Google – rats / taco bell – 5 pages The biggest problem with the internet is not that it is widespread but that (a story) is out there forever. This story will live on the internet forever. Steven Fink – Lexington Communications Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  5. What Could They Have Done? Better • Press release – front page of website • Video of Chief Exec.- youtube • Videos of training, good stores. . . Extra • Google ads • Positive video on youtube Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  6. New Rules Customers are by passing the necessity to engage with the company altogether. – Econsulantcy Over ½ expect a response the same day to an online complaint – ICS July 2010 1:4 good, 1:7 bad - now 12% post on social media average view 45 people. Destination crm .com Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  7. New Rules (2) Anonymous Response is in public domain www.tinyurl.com/36ny2k2 PR and customer services much more closely aligned Permanent Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  8. Old Rules Reply promptly – even it is just a holding response Reply in the same media Give people a mechanism Can still be an opportunity How would I want to be treated? How many voices? Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  9. Other Case Studies Good Trainline.com – Facebook “I hate ….” Naked Wine – customer complaint Bad United Airlines - breaks guitar Youtube www.youtube.com/watch?v=5YGc4zOqozo Biting Back Tripadvisor – organisations to sue individuals Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  10. How Do You Know What is Out There? Google Google alerts www.socialmention.com Twitter searches (tweetbeep, hootsuite) Give people a social media mechanism (facebook, twitter) www.ncm.org.uk If it is not easily found – no one else knows Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

  11. New Rules? Yes • Feedback is not always coming to you • Permanent • Expectations are higher • More people telling more people No – old still apply • Respond • Listen to the problem • Respond in same format • Can be an opportunity Attractions Consulting More Visitors, Better Service, Improved Profit www.attractionsconsulting.co.uk

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