Episode 117 – The Future of Customer Service

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 A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday!

 

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The Socially Supportive Podcast is part of the C-Suite Radio Network

Announcements:

    • Free 30 minute coaching has closed.

    • Catch me on Twitter! @FSaucier

    • New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

      “Online conversations and queries are not phone calls, and there’s no such thing as concurrency.” – Margaret Tsuji

Book of the Day: Delivering Effective Social Customer Service  – Carolyn Blunt and Martin Hill Wilson

The Future of Customer Service

Informed by The Incite Group’s White Paper Titled “The Changing Face of Customer Service

  • Who is The Incite Group?
    • According to their website – “The Incite Group is a business intelligence company devoted to helping large corporations serve their customers better.”
    • They also hold events. I’ll be covering and moderating their Customer Service Summit West 6/07-08/2018 in San Diego
  • Who Contributed?
    • Alaska Airlines’ Michael Roy, Head of Social Customer Care
    • Estee Lauder’s Laurie Toscano, Global Executive Director, End User Services, Digital & Device Customer Service and Support
    • Rogers Communications’ Margaret Tsuji, Senior Manager, Social Media Support
    • TSA’s David Johnston, Social Media Strategy & Head of New Media (See Episode 75 – The TSA Provides Social Customer Care)
    • Wells Fargo’s Tammy Twedt, AVP, Social Media
  • What’d the White Paper Say?
    • Wells Fargo’s Tammy Twedt, AVP, Social Media
      • Meaningful Monitoring
        • Pull in online reviews
        • Monitor
        • Examine
        • Engage
        • Pull reporting
        • Measure Sentiment
        • Dive into Data
        • Understand Trends
      • Operational Process
        • Efficient
        • Ensure consumers are getting the right help
    • Estee Lauder’s Laurie Toscano, Global Executive Director, End User Services, Digital & Device Customer Service and Support
      • Enterprise-wide social media platforms
        • Internal crowd-sourcing solution for IT issues
      • Most distinct pushes in customer communication departments
        • Increase self-service
        • Increase deflection
        • Decrease costs
        • Satisfy customers
    • Rogers Communications’ Margaret Tsuji, Senior Manager, Social Media Support
      • Embedding social in the rest of the care organization
      • Training on social metrics
    • Alaska Airlines’ Michael Roy, Head of Social Customer Care, Alaska Airlines
      • Human touch points are disappearing from the airlines
      • Social provides a new touchpoint
      • “When guests reach out to a brand and the brand reaches back, it makes them feel good. That’s only possible through social.”

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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