Developers Conference F8 Offers Advancements In Customer Interactions But Also Mean More Focus on Customer Service
At F8, Facebook.com ’s developers conference in San Francisco, Mark Zuckerberg, CEO, announced the use of plug-ins designed to embed its social networking service into third-party sites. As the FinancialTimes.com reported, “The...
So to help with that, and dispel the notion that social media is just a waste of time, I worked on creating a model around the enterprise value of social media. I looked at an area of a company and wanted to see, if I took the metrics used to measure, say Customer Service and I applied social media, how would the performance of that department change.
From all the posts, comments and tweets, we all know that customer service needs to shift. Is social media the way the shift will happen? That remains to be seen, although there are already hundreds of companies going in this direction.
If you are still wondering if there is an ROI, check out this presentation on slideshare.net:
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Dr. Natalie
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In the 1980s, implementing technology meant simply setting up desktops or installing an internal email program. But with today's intricate systems, merely asking, "What product do we want to buy?" is not enough. Savvy executives are approaching the technology buying decision process quite differently—and getting unprecedented returns on their investments.
Some of those executives lead a large European telecommunications company whose brand had been built on customer experience as a differentiator. While the company grew to more than 4 million customers in the United Kingdom alone, the executives' goal was to turn it into a worldwide virtual mobile network operator based on always delivering an ideal customer experience. And much of that was through 1,000 customer service agents. Executives knew the agents were the face of the company, the brand ambassadors who were responding to 25,000 calls, 50 letters and 600 emails a day.
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