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Recommended link: Social Media Leadership forum
This report examines the role played by social media within the rapidly changing landscape of customer service. It was commissioned by Natalie Cowen, Head of Brand and Communications, first direct and created by Dr Andrew Currah.
The report reminds us how important the web and social media in particular have become to brands. In the Exec Summary, Natalie Cowen says:
“Over 44% of adults now use the web to share grievances about products, with companies expected to interact with companies online and get a speedy response”
It seems that many companies haven't changed the way they manage customer service in line with this - Dan Bosomworth summarised a survey in the autumn last year suggesting that 95% of customer Facebook posts were ignored by brands.
We’re alerting you to this new report, since if you’re managing how social media is used to deliver customer service in a business it helps give a structure to changes needed as part of the move to “Social CRM” as it is often termed today.
This is a summary of the approach recommended:
The report recommends that leaders in companies need to support the move to social business
The report goes on to recommend these governance practices:
The report has been made available to share via Scribd. This include a more detailed 10 point plan to setup and implement better ways of working. The only thing I would add is that the opportunities to use social CRM to learn about new product/service requirements, develop advocacy aren't emphasised.
By Dave Chaffey
Dave is CEO and co-founder of Smart Insights. He is editor of the 100 templates, ebooks and courses in the digital marketing resource library created by our team of 25+ Digital Marketing experts. Our resources used by our Expert members in more than 80 countries to Map, Plan and Manage their digital marketing. For my full profile, or to connect on LinkedIn or other social networks, see the About Dave Chaffey profile page on Smart Insights. Dave is author of 5 bestselling books on digital marketing including Emarketing Excellence and Digital Marketing: Strategy, Implementation and Practice. In 2004 he was recognised by the Chartered Institute of Marketing as one of 50 marketing ‘gurus’ worldwide who have helped shape the future of marketing.
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