Content Discovery Smackdown: Hootsuite vs. Buffer vs. KloutContent Marketing Minds: Ingredients of the Tastiest Content [Nutrition Label]From the Corn Field to the Digital Era: Content Marketing Starts with TrustContent Marketing: Is 2014 Really Shaping Up to Be the Year of Video?
Your Customers Aren’t Listening! How to Create Consumer Dialogue that Converts4 Tools for Nonprofit Social Listening and Reputation ManagementThe Promising Role of Social Listening in Treating Health IssuesThe Importance of Social Listening for Brands
- Public Relations
Facebook Testing a Way for Users to Buy Products on the Platform7 Website Tips to Attract More Shoppers to Your PagesHow eCommerce, Augmented and Virtual Reality Will Redefine the Retail ExperienceSearch Query Analysis to Increase eCommerce Website Conversions
- Content Marketing
Technology & Data
Social Startups: Bizible Connects All the Dots from Marketing Contributions to RevenueCreating the Perfect Profile for Your Social Media Marketing EffortUsing GPS and Localization for Social AnalyticsAnalytics and Prospect Intel: Discovering Your Ideal Prospect
- Big Data
- Tech & Innovation
3 Security Risks You’re Taking Every Day While Using Social MediaShould the President Have the Power to "Pull the Plug" on the Internet?How Safe is Your WordPress Website From Hackers and Other Malicious Attacks?
- Software & Tools
- Small Business
- Social Organization
Celebrating the Grand Re-Launch of Social Media Today! SBH Podcast Episode 8Why Should You Care If Your Employees Are Thought Leaders?Beyond Engagement: The Art of Managing Social-Media Risk in Employee Advocacy
Why All-in-One Social Media Management Systems Don't Cut It for Social Customer ServiceWhat You Should Know About Customer, Digital, and Contextual ExperienceSurging into Q3: How to Make It Better Than Q2Is How You Serve Your Customers Costing You Business?
Join us September 15th in Atlanta for The Employee Advocacy Summit and learn how to unleash the power of your employees.
Post your event here and we'll share it with our community. If one of our members is featured, we'll promote as well on their profile.
- Marketplace & Webinars
The SMT Marketplace
Your resource for exclusive content and insights from Social Media Today, and opportunities to reach our community of professionals.
The Social Business Book Club brings you books, discussions, and insights from today's to business thought leaders.
Join interactive talks and and panel discussions with leading thinkers and practitioners on social media and networked business, or browse the catalogue of recorded sessions - all completely free.
Reach Social Media Today's community of marketing and communications professionals in an editor-approved context with a native advertising package.
Superb Social Customer Service: The New Key Differentiator
Posted on June 19th 2014
This week I moderated another Social Media Today webinar part of their Best Thinker webinar series, this time on the topic of Superb Social Customer Service: The New Key Differentiator. This webinar was sponsored by SAP. The webinar included a stellar mix of panelists namely: Bianca Buckridee who leads Social Media Operations at JPMorgan Chase, Kai Petzelt who is a Senior Director of Product Marketing at SAP, and Brandon Lewis who is the Resource Desk Team Lead for Zappos.
Kai got us started with some background to help set the stage for superb social customer service. One stat that Kai cited from the Customer Management IQ Executive Report: “88% of all organization delivering a multi-channel service experience, the differentiating factor will now be the quality of those interactions” really got a lot of discussion on twitter and response from the audience in terms of questions on response time and more. Kai also declared the end of Linear marketing which also resonated with the audience.
Bianca took over and gave us a look at some lessons learned from the JPMorgan Chase customer support team. Her presentation was of great interest to many in the audience who work in regulated industries. She talked about how her team was able to add humor and a sense of personality to providing social customer support even when her Twitter responses have to go through her legal team!
Brandon then completed the presentation portion of the program with his discussion of how Zappos thinks about customer support in general with an emphasis on social customer support now more than ever before. He also gave us a look into his team and how they are charged with delivering Wow experiences “where ever the customer needs it” and more importantly not driven to upsell customers.
Now, if you have ever been on a Social Media Today webinar before, you know they are very “participant-driven” and we love to ask your questions of our panelists. Many of the questions from our audience revolved around topics such as: What would are speakers do differently if they were just starting out creating a social customer support team? Does Chase measure the impact to Net Promoter Score of its social efforts? Does Zappos think that providing a wow experience on social helps to mitigate the possibilities of a bad review on Yelp or other shopping sites?
If that piqued your interest, you will want to hear the replay of this webinar, please check out this link. Otherwise we hope you will join us on another Social Media Today webinar! The next webinar is on Charting the Course for Enterprise Social Media in a Regulated Industry signup or it our just view the schedule of upcoming webinars here.