Bertrand Duperrin's Library tagged customercare →  View Popular, Search in Google

"These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing ground and faith. The reality is that customers will share their experiences whether positive or negative and they will influence the decisions of others. The question is, how are you changing your service model to shape and steer experiences that deliver value to customers and also back to your business?"

socialmedia customerservice customercare socialcrm crm customerexperience customerengagement engagement customer socialcustomer NPS SPS

"L’idée de cette étude est simplissime : les 5 attentes majeures exprimées systématiquement par les consommateurs (Facilitation, Transparence, Confiance, Humilité et l’émergente Prévenance) sont-elles parfaitement, partiellement ou faiblement intégrées par les experts de la relation client ?"

service customer customercare customerservice facilitation procedures processes personalization trust transparency

"The rise of social media has meant that customer service has already undergone some scrutiny within most brands. Customers have a voice now and brands face a very public backlash if they don’t service their customers well.

In fact this has been the driver for many brands to look at Twitter as a customer service medium in the first place, the argument being that if users are complaining online, it is better to engage and help them than leave them angry and vociferous.

But what has happened in many cases is that brands have seen this as the end point, they don’t ask, “what next?”. Well guess what? Setting up a customer service account on Twitter is not the end, it’s just the beginning…"

twitter socialmedia customerservice customercare complaints

"“Airline companies are sending a lot of tweets. They sent over 25,000 in July alone, but users only tweet at these companies for a few reasons. Largely, users want customer service — 86.2 percent of users follow airlines for that reason. Only .02 percent want a social conversation and only 1.6 percent tweet about airline food and entertainment.”"

twitter customerservice socialcrm customercare airlines

"Le client râleur devrait être envisagé comme une mine d'or par les entreprises : il exprime un besoin mal satisfait ou pas du tout satisfait. Il pointe un dysfonctionnement dans le service délivré... C'est l'occasion rêvée de revoir son offre commerciale, d'améliorer son service au client, de corriger les dysfonctionnements au sein de l'entreprise et au final de fidéliser le client, d'améliorer l'image de la société donc de gagner plus d'argent. Le client râleur fait un beau cadeau à l'entreprise en exprimant son mécontentement : il fournit les moyens de faire mieux la prochaine fois."

customer customercare customercentricity customerservice customersatisfaction complaints communitymanager satisfaction

" With the worldwide explosion of social media usage, businesses are feeling extreme pressure to be where their customers are. Today, that street corner is increasingly virtual, located inside a social media or social networking site. But in an environment defined by customer control and two-way dialog, are customers anxious to engage with businesses? "

socialcrm crm value customer customercare socialmedia businessvalue communities socialcommerce

"Transparency may gain companies greater reputation, credibility, and trust in the marketplace. However, changing culture and attitudes towards transparency in an organization that has traditionally been closed is a challenging task."

customercentricity transparency customercare customerservice organization flexibility culture e-reputation reputation engagement trust

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La migration vers l'entreprise 2.0 correspond à la capacité pour l'entreprise a avoir des salariés pouvant engager la conversation avec les consommateurs, suivre les discussions sur les réseaux et y produire du contenu. L'enjeu de l'entreprise 2.0 va bien sût au delà de cette capacité puisque l'entreprise elle même modifie son fonctionnement interne en ajoutant la collaboration à des processus parfois très (trop ?) structurés et en mobilisant son intelligence collective."

enterprise2.0 collaboration processes customer customercare marketing

"The wintry weather across the nation is showcasing that perhaps no sector has had to learn more about social CRM on the fly than the airlines industry. What happens when a storm hits a region and the customer service phone lines jam up for Delta, United, Southwest, and other airlines? Customers log onto Facebook and Twitter and demand answers about their flight reservations and rebookings."

socialcrm airlines customercare customerservice

"Cisco announced today its first social CRM tool SocialMiner, along with a "customer care" desktop application called Cisco Finesse. SocialMiner is designed not just to help marketers track customer sentiment on social media site such as Facebook and Twitter, but to staff to interact with social media users. SocialMiner is entering an already crowded but rapidly growing space, as did its internal social networking tool Quad."

cisco socialminer markerting sentiment customercare socialnetworks quad customersentiment socialcrm finesse

"Je fais écho à l’article de Cédric avec le témoignage de British Telecom dont j’ai eu la chance d’interviewer la responsable social media (Bian Salins - @B1an). Leur approche des médias sociaux est particulièrement intéressante, car ils font preuve de beaucoup de maturité sur le sujet :"

britishtelecom socialmedia customercare conversations communitymanagement ROI ROO customers twitter facebook casestudies

Les consommateurs attendent aujourd'hui des entreprises qu'elles s'adressent à eux par le biais des médias sociaux. Or, si pratiquement toutes ont déjà tenté d'être présentes sur ces médias, les entreprises ne le font encore que de façon "artisanale" et autonome, pour répondre aux questions et aux réclamations des consommateurs. A défaut de mettre en place une stratégie de médias sociaux à l'échelle de l'entreprise et parce qu'elles ne se portent au devant du consommateur que service par service, les entreprises déçoivent le consommateur, ce qui décrédibilise leur marque et compromet la fidélité escomptée.

alcatellucent customercare customerservice marketing socialmedia reputation brand

The slide represents the results of polling customer, throughout the conference, about their concerns, their questions, about adding social channels to their customer service efforts. I know the slide is a little fuzzy but I am hoping to make it just a bit clearer through this post.

customers customercare customerengagement socialmedia conversations customersupport

". In particular, there were 5 themes that emerged for me (as a marketer) that define what customer care people would love to see from us more frequently:"

customercare socialmedia marketing

"Within a few weeks my parents were contacted by a ’special agent’ and magically the roof was replaced soon thereafter. Not trying to be big-man-on-campus by flexing my Twitter muscle, just pointing out how things have changed..whether you have 7, 7000, or 7 million followers is beside the point. Companies now are listening. They have to. And it’s about time."

twitter customersupport complaints at&t southwest customercare customer