Episode 242 – Convenience is King of Social Customer Care

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 A free-form Friday episode. On Friday we go freestyle 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:

  • Catch me on Twitter! @FSaucier

  • New Book coming soon: What Customers Want

    “My view is there’s no bad time to innovate.” – Jeff Bezos

Book of the Day: The Amazing Amazon: How Jeff Bezos Built An Insane e-Commerce Empire – Ivan Fernandez

Convenience is King of Customer Experience

  • Amazon
    • The Experience
      • Almost anything you want
      • Almost always in stock
      • Free two-day shipping
      • Check out with one click
      • Super easy returns
      • A record of all purchases, most with a “buy it again button”
      • Replenishment notifications
    • The Result
  •  Who Else Does This?
    • Food
      • Grubhub
      • UberEats
      • BlueApron
    • Rides
      • Uber
      • Lyft
    • Dry Cleaning Delivery
    • Lawn Care Companies
    • Dog Walkers
    • Errand Runners
  • Does Your Competition Do it?
    • Check them out
    • Buy their products
  • How Can You Do it?
  • Some Ideas on Providing Convenience
    • Anticipate needs
      • eTrade sent me an email letting me know they heard I moved, so they were going to change my address for me.
      • Call people when their subscription will run out
      • Send reminders for maintenance, etc.
    • Do it for me
      • Look up my account for me
      • Fill out forms most of the way for me
      • Tell me the important parts
    • Make it Easy
      • For me to find
      • For me to see
      • For me to understand
      • For me to hear

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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