The Convergence of Change Trends Transforming Customer Service Communications in Today’s Competitive Marketplace Richard McKeown www.RichardMcKeown.com

Trends Transforming Definitions of Customer Service Sense of Empowerment Consumers Driving Expectations Expectation of Social Responsibility Opinions & Perceptions as Important as Facts “Forward to the Past”

How Trends Are Reshaping Customer Perceptions and Expectations Customers Are Driving Expectations They Know the Answer, Not Just the Question Customers Don’t Merely Wish; They Expect They Know What They Want…How They Want It…When They Want It Ease…Responsiveness…Immediacy

Communicating The Right Things In The Right Ways… What Are the Strategic Messages of My Organization? What Am I Communicating to My Customers? How Am I Communicating With Customers Now? What is the Level of Coordination Between CS and Communications? What is CS Role in Message Development?

Communicating The Right Things In The Right Ways How Do My Customers Communicate With Their Customers? What Are My Customers Telling Me? What Am I Doing With That Information?

Social Media By The Numbers 94% of online adults use social media regularly 54% of active users follow a brand 70% of brands ignore complaints on Twitter 83% of Twitter complainers reacted positively to company response 44% of customers receive a response within 24 hours

The Fog & Noise of Social Media Navigating Through The Fog & Noise of Social Media What’s the Point From A Strategic Perspective? Assess, Analyze and Listen to Your Audiences What are You All About? How Will You Be Human? Where Should You Be vs. Where Could You Be?

Trends Reshaping the Media Emergence of multiple platforms Opinion going mainstream Consumers driving consumption “Selective exposure” “Community Journalism” Full interviews available on television station websites “Friends” & “Contacts” linking one another to news items

Communicating With The Media In The Eye of the Swarm Communicating With The Media Messages Are Essential…Conceive/Craft/Communicate If You Can’t Tell Them Everything, At Least Give Them Something People Longer Remember How Something is Said than What is Said The Explanation Shouldn’t Take Longer Than the Accusation Recognize & Avoid “Hot Words”

Communicating With The Media In The Eye of the Swarm Communicating With The Media Until Safety and Security are Assured, Nothing Else Much Matters Media Cannot Broadcast or Print What You Don’t Say Speak in Sentences, Not Paragraphs People Better Understand Outcome than Process

The Convergence of Change Trends Transforming Customer Service Communications in Today’s Competitive Marketplace Richard McKeown www.RichardMcKeown.com