Episode 26 – Try It Now

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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.

Brought to you by:

  • The Social Pack: Get on the inside to stay on the topside. Join today!
  • MorningBrooke Digital Consultancy: If you need help with digital customer support strategy visit www.MorningBrookeDigital.com

“You need to give your customers fewer reasons to be disloyal, and the best way to make that happen is to reduce customer effort.”  – Matthew Dixon

Book of the Day:The Effortless Experience: Conquering the New Battleground for Customer Loyalty – Rick DeLisi and Matthew Dixon

Try It Now – A Paradigm Shift on Customer Experience

  •  Common Scenario: A customer tweets out to the universe (not directly to your brand) and says “My cable isn’t working! I hate my cable company!
    • Common Result A: Cable company doesn’t catch it. No reply is given.
    • Common Result B: Cable company catches it, but does not have the resources to reply.
    • Common Result C: Cable company catches it, replies with generic comment “Please DM us your account information.”
    • Common Result D: Cable company catches it, replies with empathetic “Oh, we’re sorry. Please DM us your account information.”
    • Uncommon, Amazing, Unexpected, Brilliant Reply: “Try it now.”    BOOM.
  • No Way, Frankie!
    • Yes Way.
  • You Can’t Do That Frankie!
    • Can too.
  • How Do You Know Frankie?
    • Because I’ve done it.
  • How Do You Do It?
    • I’m so glad you asked. Check it out.

How To Deliver on “Try It Now” via Social Customer Care

  1. Call a Meeting with your Leaders
    1. Share the Try It Now Scenario above
    2. Ask how this could be made reality in your organization
    3. After everyone says “no way,” ask a lot of questions that begin with “What If”
      1. What if the customer’s name is really unusual? Like Fitzpatrickhinklestein? How many of those are in our system?
      2. What if the post is coming from a smaller market segment? How many Fiztpatrichinklesteins are in the Olathe database?
      3. What if they are asking about something where we don’t need to verify it’s the customer? Like:
        1. Sending a hit to a cable box?
        2. Asking the address to one of our stores?
        3. Asking for the nearest ATM?
        4. Asking about our position on fluffy kittens and bunnies?
        5. Asking if we give away free ice cream?
        6. Asking how much we charge to deliver in the continental US?
      4. What if we take 2 minutes of our time to investigate their social profiles (not in a creepy way) to avoid asking them questions?
      5. What if we just did this once a day? A week?
    4. Now, take the real ideas you get from your leaders and decide on some that work for your company and it’s guidelines realistically
    5. Write a trial plan
  2. Call a Meeting with your Front Line Agents
    1. Share the Try It Now Scenario above
    2. Ask how this could be made reality in your organization
    3. After everyone says “no way,” ask a lot of questions that begin with “What If”
      1. What if the customer’s name is really unusual? Like Fitzpatrickhinklestein? How many of those are in our system?
      2. What if the post is coming from a smaller market segment? How many Fiztpatrichinklesteins are in the Olathe database?
      3. What if they are asking about something where we don’t need to verify it’s the customer? Like:
        1. Sending a hit to a cable box?
        2. Asking the address to one of our stores?
        3. Asking for the nearest ATM?
        4. Asking about our position on fluffy kittens and bunnies?
        5. Asking if we give away free ice cream?
        6. Asking how much we charge to deliver in the continental US?
      4. What if we take 2 minutes of our time to investigate their social profiles (not in a creepy way) to avoid asking them questions?
      5. What if we just did this once a day? A week?
    4. Now, take the additional ideas you get from your leaders and decide on some that work for your company and it’s guidelines realistically
    5. Augment the trial plan
  3. Deploy the Try It Now Trial Plan
    1. Have the agents try it once a day at first. Make a WIG Goal out of it. (see Episode 1 – Socially Supportive and 4DX)
    2. Capture it as a special ops project on your weekly reporting (see Episode 23 – Reporting on Special Ops) to ensure leadership sees how brilliant you are
    3. Watch for changes in things like this:
      1. Number of posts per ticket:
        • Hopefully a reduction, because sometimes your response is just “try it now.” Sometimes it will just be fewer posts
      2. Average handle time per ticket:
        • Possibly the same, because the amount of work is the same, we’re just shifting the work from the customer to the agent
      3. Customer Satisfaction (CSAT):

Additional Resources: Best Customer Service Line Ever Says Keynote Speaker Shep Hyken

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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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