Episode 155 – Generating Revenue with Social Customer Care

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A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

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

Announcements:

“Your greatest asset is your earning ability. Your greatest resource is your time.” – Brian Tracy

Book of the Day: How to Sell Anything: Succeeding in Sales without feeling like a Slimy Salesperson (Sales Techniques, Sales Tips, Sales Skills) – Geoffrey Wright

Generating Revenue with Social Customer Care

Informed by Venturebeat’s “KLM’s 150 Social Media Customer Service Agents Generate $25M in Annual Revenue” by John Koetsier

  • Who said you could make money on social customer care? 
    • John Koetsier quotes KLM’s social media manager Gert-Wim ter Haar as saying “Social is more and more becoming a profit center. It’s first about service, then brand and reputation, but also about commerce … we have to make money.”
    • KLM’s 150 social media customer service agents generate $25M in annual revenue
  • I thought you weren’t supposed to do that? Lines are blurring. Customers increasingly view social media as another digital marketplace. Just look at:
  • 5 Steps to Begin Selling on Social Media
    1. Locate your customers’ primary channel of interest
    2. Determine which products/services make sense to sell on social
      • Start simple
      • Expand outward
      • Think big
    3. Determine which sales method you will use
      1. Generate new sales (recommend you save this for later on in the process. Can be tricky)
      2. Health check sales: find out if customers’ needs have changed
      3. Upsell: advise customers of additional services they might be interested in
      4. Informational sales: advise customers of new features/service that have recently become available.
    4. Create and deploy a small, controlled test with:
      • A few agents
      • A short span of time (30-90 days)
      • Perhaps target particular customers
      • Perhaps select one or two services to focus on
      • Defined picture of what success looks like
    5. Analyze Results and adjust accordingly

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 closeouts. 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 microbreweries 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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