1. Happy customers 2.0 How Social Media is the New Frontier for Customer Services Dan Slee Walsall Council PSF

2. In 1982...

6. Greetings from Brisbane

7. In 2013...

9. What is social media?

12. Case study

13. Case study

14. Case study

15. Case study “Thanks so much for your letter. I think renaming tiger bread giraffe bread is a brilliant idea – it looks more like the blotches on a giraffe than stripes on a tiger doesn’t it?”

16. Case study “It is called tiger bread because the first baker who made it a looong time ago thought it looked like a tiger. Maybe they were a bit silly.”

17. Case study

18. Case study

19. What is social media?

20. A C Some stats (source: Ofcom, October 2012)

21. A C 80 per cent of UK homes have internet access Some stats (source: Ofcom, October 2012)

22. A C 80 per cent of UK homes have internet access 46 per cent of UK homes over 65 have internet access Some stats (source: Ofcom, October 2012)

23. A C 80 per cent of UK homes have internet access 46 per cent of UK homes over 65 have internet access Some stats (source: Ofcom, October 2012) 58 per cent of UK adults have a smartphone

24. A C 80 per cent of UK homes have internet access 46 per cent of UK homes over 65 have internet access Some stats (source: Ofcom, October 2012) 58 per cent of UK adults have a smartphone 64 per cent of UK adults have changed how they communicate

25. A C 80 per cent of UK homes have internet access 46 per cent of UK homes over 65 have internet access Some stats (source: Ofcom, October 2012) 58 per cent of UK adults have a smartphone 58 per cent of people with internet access download social media apps 64 per cent of UK adults have changed how they communicate

26. A C 69 per cent of people who had good customer service interactions were happy that their customer service complaint was resolved quickly Some stats (source: Directional Research, Jan 2013)

27. A C 69 per cent of people who had good customer service interactions were happy that their customer service complaint was resolved quickly 67 per cent of people who had bad customer services interactions blamed the length of time to resolve them. Some stats (source: Directional Research, Jan 2013)

28. Twitter customer services

29. The social media landscape

30. 1 account 67 accounts 37,940 sign-ups 171,685 reach

32. Case study @londonmidland

33. Case study @londonmidland

34. Case study @londonmidland

35. Case study @londonmidland

36. Case study @londonmidland

37. Case study @cineworld

38. Case study @cineworld

39. Case study @cineworld

40. Case study @cineworld

41. Case study @cineworld

42. things to make a good customer services Twitter 8

43. We’ve been here before 1 Have a dedicated Twitter account

44. We’ve been here before 2 Say when it’ll be monitored

45. We’ve been here before 3 It should speak human

46. We’ve been here before 4 Acknowledge a question quickly, answer slower

47. We’ve been here before 5 Never argue with an idiot. To a passer- by it’s just two idiots arguing…

48. We’ve been here before 6 THINK! What would you do if this was a phone conversation?

49. We’ve been here before 7 Be connected. If there’s a flood of calls then tweet…

50. 8 Evaluate Face to face: £8.62 Web: 15p

51. We’ve been here before

55. Creative commons Happy child http://www.flickr.com/photos/leecullivan/240389468/sizes/l/http://www.flickr.com/photos/leecullivan/240389468/sizes/l/ Telephone http://www.flickr.com/photos/thomashawk/7130196519/sizes/l/http://www.flickr.com/photos/thomashawk/7130196519/sizes/l/ Computer http://www.flickr.com/photos/phrenologist/3255396774/sizes/l/http://www.flickr.com/photos/phrenologist/3255396774/sizes/l/ Control room http://flic.kr/p/6xvZdehttp://flic.kr/p/6xvZde School teacher http://flic.kr/p/6DgMqXhttp://flic.kr/p/6DgMqX Motorbike http://flic.kr/p/6DkWbEhttp://flic.kr/p/6DkWbE Pipe smoker http://flic.kr/p/6DkSnWhttp://flic.kr/p/6DkSnW Parking lot http://flic.kr/p/6VupPKhttp://flic.kr/p/6VupPK Crowd http://flic.kr/p/6Vuq1Mhttp://flic.kr/p/6Vuq1M Telephone drug store http://flic.kr/p/6DkV8dhttp://flic.kr/p/6DkV8d Car plant on the levee http://flic.kr/p/6DgLFMhttp://flic.kr/p/6DgLFM

56. Thank you Dan Slee Twitter: @danslee Email: sleed@walsall.gov.uksleed@walsall.gov.uk Blog: www.danslee.wordpress.comwww.danslee.wordpress.com Blog: www.comms2point0.co.ukwww.comms2point0.co.uk