1. Hello.

2. How to build and scale successfull social customer operations May 28 th 2015 Jeroen van Dam – Managing Director Engagement

3. Jeroen van Dam Managing Director Engagement @jbvandam +31 (0)6 12396693 Jeroen.van.Dam@CXcompany.com INTRODUCTION

4. The broader perspective Organisation Culture Team The broader perspective

6. Source: ‘When to offer fewer customer Service Channels’, Harvard Business Review, 2015 1.Quick & easy access to the channel 2.Customers believe that question, complaint, transaction will be completed succesfully CHANNEL PREFERENCE IS BASED ON

7. EVERYTHING HAS CHANGED Social media is the favoured interaction channel for 36.4% of generation Y consumers. Source: ‘Global Contact Centre Benchmarking Report’, Dimension Data, 2015

8. 43% say a fast response to questions is important to their social experience Sources: ‘Consumer Views of Live Help Online’, Oracle, 2012 & ‘The Social Habit’, Edison Research, 2013 58% of customers want complaints dealt with on social media

9. EVERYTHING HAS CHANGED Customers with a positive social experience are three times more likely to recommend you Sources: NM Incite Report, 2013. Bain & Co, 2013 Customers that use social media for customer service spend 20% to 40% more.

10. Customer Satisfaction has dropped 4 years in a row Source: ‘Global Contact Centre Benchmarking Report’, Dimension Data, 2015

11. CUSTOMERS’ MAIN REASON FOR SWITCHING PROVIDERS Source: Marketingcharts.com January 2015. Data by Accenture Poor quality of the customer experience I lost trust in the company Lack of expertise in customer service Company bureaucracy Limited service options 72% 44% 36% 24%

12. It’s not only about being the funniest but.. ON SOCIAL

13. ... about building succesfull social customer journeys: a question answered, a problem solved or a transaction secured?

14. The broader perspective Organisation Culture Team Organisation

15. Don’t bother customers with your silo’s

16. Service or Sales?

17. Every live contact is a failure of your process

18. DIGITAL FIRST Source: ‘Why Companies Should Care about eCare’, McKinsey,2014

19. DIGITAL ENGAGEMENT CENTRE Callcenter or DIGITAL ENGAGEMENT CENTRE

20. The broader perspective Organisation Culture Team Culture

21. EXPECT FAILURE

22. Sales Service Your brand Your (potential) customers YOUR FAILING SOCIAL TEAM IS RESPONSIBLE FOR

23. Guidelines not scripts Room for discussion Empowerment GIVE YOUR TEAM

24. Knowledge is power SCIENTIA POTENTIA EST Sir Francis Bacon (1561-1626)

25. KNOWLEDGE IS EASY TO ACCQUIRE

26. Who knows more?

27. Consumers know more than service representatives WHO HAS THE POWER? and definitely more than managers

28. Learn from your customers WHAT DOES THAT MEAN FOR YOUR CUSTOMER SERVICE?

29. The broader perspective Organisation Culture Team

31. PEER-TO-PEER FOR YOUR CUSTOMERS AND YOUR EMPLOYEES

32. Managing Leading Guiding LEADERSHIP STYLES

33. HOW WE BUILD OUR TEAMS Bachelor Raised as digital natives Hired for mindset & empathy Trained for Engagement skills +

34. Customers Organisation Culture Team SUCCESFULL SOCIAL CUSTOMER OPERATIONS

35. Thank you.