ICS Kenya presentation: Nairobi Club, 24 October 2013
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Social media can be harnessed for more than just marketing and PR - it can also be used for customer service. To do so, companies must have a clear social media strategy, identify the appropriate platforms to engage customers, actively maintain a presence and respond to customers in a timely manner. By focusing on conversation, rewarding loyalty, consistency in messaging, monitoring their brand, and continually improving based on analytics, organizations can leverage social media as an effective customer service channel.
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ICS Kenya presentation: Nairobi Club, 24 October 2013
- 1. + #icskenya Harnessing SOCIAL MEDIA for SERVICE DELIVERY @japies Japie Swanepoel, Nairobi Club: 24 October 2013
- 2. + What is social media good for? Public relations Marketing Events Sales
- 3. + What about Customer Service?
- 4. + But do these companies embrace the medium?
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- 7. + How can your organisation harness social media for customer service? ① What’s your strategy? ② Identify the correct platforms and tools. ③ Make your presence known. ④ Resources! ⑤ Respond in timely manner.
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- 9. + How can your organisation harness social media for customer service? ⑥ SM: its about the conversation! ⑦ Reward loyalty. ⑧ Be consistent with your message. ⑨ Track your brand. ⑩ Constantly measure, analyse and improve.