Changing the Customer Satisfaction Approach with Social Media


TOPIC QUESTIONS
Q1) What is a good customer satisfaction score today -- and why have/haven't our goals changed?
Q2) Is the customer always right in social media?
Q3) How can companies shift to respond to the new reality of customer satisfaction?
   Event Details
Event Date:
     2011-05-03
Event Time:
     12PM - 1 PM EST
Participants:
     44
Tweets:
     514


sign in with twitter
  Embed:
Moderator
meg-fowler.jpg
Meg Fowler
twitter:
web: http://www.megfowler.com
BIO: Meg Fowler is a writer/communications strategist, and Canadian expat in love with New England accents. She is Associate, Business Development & Public Relations at Sametz Blackstone Associates, a Boston-based, brand-focused communications practice that integrates strategy, design, and digital media to help mission-driven organizations navigate change.
Filter out Re-tweets
  • RT About 35 minutes until we dig in on #sm109 -- are you tuning in? You can follow the action at http://hashtagsocialmedia.com!
    Posted by: - 05/03/2011 11:32:01 AM
  • 20 mins away to #socialmedia chat featuring on Customer Experiences http://hashtagsocialmedia.com/blog/ follow along on #sm109
    Posted by: - 05/03/2011 11:41:01 AM
  • Community managers! Customer service denizens! People in the trenches! Stop by #sm109 at 12 ET and share your pain. :)
    Posted by: - 05/03/2011 11:44:01 AM
  • 15 minutes until todays tweetchat with Topic? Changing the Customer Satisfaction Approach w/ SM #sm109
    Posted by: - 05/03/2011 11:47:01 AM
  • Less than ten minutes until we explore: "Changing the Customer Satisfaction Approach with Social Media" on the hashtag #sm109. Join us!
    Posted by: - 05/03/2011 11:51:01 AM
  • RT : Less than ten minutes until we explore: "Changing the Customer Satisfaction Approach with Social Media" on the hashtag #sm109. Join us!
    Posted by: - 05/03/2011 11:53:01 AM
  • Superbusy, but will NOT skip #sm109 "Changing the Customer Satisfaction Approach with Social Media"!
    Posted by: - 05/03/2011 11:53:01 AM
  • RT : Less than ten minutes until we explore: "Changing the Customer Satisfaction Approach with Social Media" on the hashtag #sm109. Join us!
    Posted by: - 05/03/2011 11:53:01 AM
  • Less than 5 minutes to #sm109! Open up a search of the hashtag on your client of choice to catch all the great comments.
    Posted by: - 05/03/2011 11:56:01 AM
  • You can also follow #sm109 over at http://hashtagsocialmedia! We're talking about Changing the Customer Satisfaction Approach with SocMed!
    Posted by: - 05/03/2011 11:57:04 AM
  • RT : Less than 5 minutes to #sm109! Open up a search of the hashtag on your client of choice to catch all the great comments.
    Posted by: - 05/03/2011 11:57:04 AM
  • Erm, that's http://hashtagsocialmedia.com Because, you know, I never type URLs. :) #sm109
    Posted by: - 05/03/2011 11:58:03 AM
  • Just 4 MIN RT : #sm109 chat on Changing the Customer Satisfaction Approach with SocMed
    Posted by: - 05/03/2011 11:58:03 AM
  • Join the Tweetchat starting now: Changing the Customer Satisfaction Approach with Social Media w/ . http://bit.ly/Z2nCi #sm109
    Posted by: - 05/03/2011 11:59:05 AM
  • Participating. May be loud. RT : "Changing the Customer Satisfaction Approach with Social Media" #sm109
    Posted by: - 05/03/2011 12:00:09 PM
  • Our topic today is "Changing the Customer Satisfaction Approach with Social Media" for #sm109. A HUGE topic for those in #custserv.
    Posted by: - 05/03/2011 12:00:09 PM
  • Okay, folks, let's get this #sm109 underway! Thanks to everyone joining us for taking part! Make sure you follow the # to get all comments.
    Posted by: - 05/03/2011 12:00:09 PM
  • "Changing the Customer Satisfaction Approach with Social Media" on the hashtag #usguys #sm109
    Posted by: - 05/03/2011 12:00:09 PM
  • If you haven't been to a #chat before, here's how it works. Every 20 minutes, I'll post a question. Share your thoughts, and tag them #sm109
    Posted by: - 05/03/2011 12:01:04 PM
  • Join me for a #sm109 TweetChat at: http://tweetchat.com/room/sm109 "Changing the Customer Satisfaction Approach with Social Media" #sm109
    Posted by: - 05/03/2011 12:01:04 PM
  • RT Our topic today is "Changing the Customer Satisfaction Approach with Social Media" for #sm109 ...
    Posted by: - 05/03/2011 12:02:03 PM
  • Our first Q: What is a good customer satisfaction score today -- and why have/haven't our goals changed? #sm109
    Posted by: - 05/03/2011 12:02:03 PM
  • RT Erm, that's http://hashtagsocialmedia.com Because, you know, I never type URLs. :) #sm109
    Posted by: - 05/03/2011 12:02:03 PM
  • Customer service over social networks can be challenging. Where customers once contacted you with issues, they now tell the world! #sm109
    Posted by: - 05/03/2011 12:02:03 PM
  • RT : Our topic today is "Changing the Customer Satisfaction Approach with Social Media" for #sm109. A HUGE topic for those in #custserv.
    Posted by: - 05/03/2011 12:02:03 PM
  • Can you give an example of or define "customer satisfaction score" ... something like Net Promoter Score? #sm109
    Posted by: - 05/03/2011 12:03:04 PM
  • Cust sat scores should be tied to repeat business #sm109
    Posted by: - 05/03/2011 12:03:05 PM
  • Used to be that 93-95% of folks were the goal to satisfy through your service channels. But now one angry post can derail you! #sm109
    Posted by: - 05/03/2011 12:03:05 PM
  • Q1: RT : Our first Q: What is a good customer satisfaction score today -- and why have/haven't our goals changed? #sm109
    Posted by: - 05/03/2011 12:03:05 PM
  • . Whatever your metric might be -- have you downgraded it because of SM? #sm109
    Posted by: - 05/03/2011 12:04:04 PM
  • RT : Have you changed your expectations for how much you can satisfy people? #sm109
    Posted by: - 05/03/2011 12:04:04 PM
  • & et al - why should C-Sat change based on channel? Not sure should #sm109
    Posted by: - 05/03/2011 12:04:04 PM
  • RT : Our first Q: What is a good customer satisfaction score today -- and why have/haven't our goals changed? #sm109
    Posted by: - 05/03/2011 12:04:04 PM
  • Have you changed your expectations for how much you can satisfy people? #sm109
    Posted by: - 05/03/2011 12:04:04 PM
  • Can you give an example of or define "customer satisfaction score" ... something like Net Promoter Score? #sm109
    Posted by: - 05/03/2011 12:04:04 PM
  • A1: We haven't downgraded our metrics at all, in fact, we measure more frequently to catch social media inspired shifts #sm109
    Posted by: - 05/03/2011 12:05:04 PM
  • Because of social consumers have changed their expectations on how they want to be satisfied #sm109
    Posted by: - 05/03/2011 12:05:04 PM
  • Replace "customer satisfaction score" with whatever metric you use to measure resolved complaints / issues. #sm109
    Posted by: - 05/03/2011 12:05:04 PM
  • A1 more complex than a single satisfaction rating/score. Need to also monitor brand & do sentiment analysis. Also depends on prod. #sm109
    Posted by: - 05/03/2011 12:05:05 PM
  • Only 2 satisfaction scores count. Did customer buy? Did customer spread word to other likely customers? #sm109
    Posted by: - 05/03/2011 12:05:05 PM
  • . tell us why not. #sm109
    Posted by: - 05/03/2011 12:05:05 PM
  • That's very absolutist and discounts the value of getting customers into the conversion funnel. But we've had this talk. #sm109
    Posted by: - 05/03/2011 12:06:06 PM
  • What does customer satisfaction over SM channels look like?#sm109
    Posted by: - 05/03/2011 12:06:06 PM
  • Can u say more on this part Marc? RT : ...how they want to be satisfied #sm109
    Posted by: - 05/03/2011 12:06:06 PM
  • Should not change based on channel, its still same customer regardless of phone, chat or social - C-Sat absolute bar #sm109
    Posted by: - 05/03/2011 12:06:06 PM
  • #unintentionallydirty RT : Have you changed your expectations for how much you can satisfy people? #sm109
    Posted by: - 05/03/2011 12:06:07 PM
  • A1: We haven't downgraded our metrics at all, in fact, we measure more frequently to catch social media inspired shifts #sm109
    Posted by: - 05/03/2011 12:06:07 PM
  • Because of social consumers have changed their expectations on how they want to be satisfied #sm109
    Posted by: - 05/03/2011 12:06:07 PM
  • Replace "customer satisfaction score" with whatever metric you use to measure resolved complaints / issues. #sm109
    Posted by: - 05/03/2011 12:06:07 PM
  • RT : Our evidence over past yr is social support C-Sat higher, easier expectations #sm109
    Posted by: - 05/03/2011 12:07:03 PM
    • Load 20 More
Moderator
Community managers! Customer service denizens! People in the trenches! Stop by #sm109 at 12 ET and share your pain. :)
Less than ten minutes until we explore: "Changing the Customer Satisfaction Approach with Social Media" on the hashtag #sm109. Join us!
Less than 5 minutes to #sm109! Open up a search of the hashtag on your client of choice to catch all the great comments.
You can also follow #sm109 over at http://hashtagsocialmedia! We're talking about Changing the Customer Satisfaction Approach with SocMed!
Erm, that's http://hashtagsocialmedia.com Because, you know, I never type URLs. :) #sm109
Our topic today is "Changing the Customer Satisfaction Approach with Social Media" for #sm109. A HUGE topic for those in #custserv.
Okay, folks, let's get this #sm109 underway! Thanks to everyone joining us for taking part! Make sure you follow the # to get all comments.
If you haven't been to a #chat before, here's how it works. Every 20 minutes, I'll post a question. Share your thoughts, and tag them #sm109
Our first Q: What is a good customer satisfaction score today -- and why have/haven't our goals changed? #sm109
Customer service over social networks can be challenging. Where customers once contacted you with issues, they now tell the world! #sm109
Used to be that 93-95% of folks were the goal to satisfy through your service channels. But now one angry post can derail you! #sm109
. Whatever your metric might be -- have you downgraded it because of SM? #sm109
Have you changed your expectations for how much you can satisfy people? #sm109
Replace "customer satisfaction score" with whatever metric you use to measure resolved complaints / issues. #sm109
. tell us why not. #sm109
What does customer satisfaction over SM channels look like?#sm109
Replace "customer satisfaction score" with whatever metric you use to measure resolved complaints / issues. #sm109
What does customer satisfaction over SM channels look like?#sm109
RT : A1 more complex than a single satisfaction rating/score. Need to also monitor brand & do sentiment analysis. Also depends on prod. #sm109
RT : A1: We haven't downgraded our metrics at all, in fact, we measure more frequently to catch social media inspired shifts #sm109
RT : Should not change based on channel, its still same customer regardless of phone, chat or social - C-Sat absolute bar #sm109
RT : Is there any way to measure trust out there yet? If so I'd probably put my money on that. #sm109
Do you find there's panic in the C-suite about pushing #custserv to public channels? In your PR dept? #sm109
RT : A1 more complex than a single satisfaction rating/score. Need to also monitor brand & do sentiment analysis. Also depends on prod. #sm109
agreed -- a lot of catch up work being done instead of service as it happens. #sm109
RT : Is there any way to measure trust out there yet? If so I'd probably put my money on that. #sm109
How do you feel about one noisy irritated customer outshouting your evangelists? Do you want to squelch or satisfy? #sm109
. true enough -- but if something gets out of hand, PR is handed the plate. :) #sm109
why do you think it's confusing for them? #sm109
If you've implemented SM #custserv, did you get resistance from your CS team? Were they nervous about it? #sm109
If you've implemented SM #custserv, did you get resistance from your CS team? Were they nervous about it? #sm109
. but, but, but -- when does a frustrated person become a troll? :) #sm109
interesting take! #sm109
RT : Sorry ;), (2/2) 1 person *not buying*may not chg behavior. But 1 person on Youtube might #sm109
. I've seen my otherwise sane friends go BANANAS at brands online. But it doesn't fit the rest of their actions online. #sm109
interesting take! #sm109
The difference is we all get to see what it looks like, instead of just your #custserv team. :) #sm109
. I've seen my otherwise sane friends go BANANAS at brands online. But it doesn't fit the rest of their actions online. #sm109
right -- but in all honesty, I've seen otherwise normal people act like that when they don't get satisfaction. :) #sm109
We're going to move on to our next question in a couple minutes. #sm109 Great responses & discussion, everyone!
Let's move on to our next question now. Q2: Is the customer always right in social media? #sm109
right -- but in all honesty, I've seen otherwise normal people act like that when they don't get satisfaction. :) #sm109
Let's move on to our next question now. Q2: Is the customer always right in social media? #sm109
that's likely always been the case. :) They just never had a platform to spread their take quite so far. :) #sm109
Great comments, everyone. :) #sm109 Who here actively works on #custserv with their organization?
but feelings can be real and still be completely irrational, right? How far do you empathize? #sm109
that's likely always been the case. :) They just never had a platform to spread their take quite so far. :) #sm109
Have you ever completely lost your noodle with a customer online? How did you make it right? #sm109
RT : Right or wrong, the customer is going to use social media. It's the organizations job to be there and moderate. #sm109
Great comments, everyone. :) #sm109 Who here actively works on #custserv with their organization?
Have you ever completely lost your noodle with a customer online? How did you make it right? #sm109
RT : The customer isn't always right, but you MUST listen to and respect them. #sm109
How do you deal with "trolls" in customer service, then? Can you ignore them? Do others see them how you see them? #sm109
If an angry customer is posting on your moderated page, at what point do you start moderating them? If at all? #sm109
RT : The customer isn't always right, but you MUST listen to and respect them. #sm109
How do you deal with "trolls" in customer service, then? Can you ignore them? Do others see them how you see them? #sm109
RT : I wouldn't say ignore, but there's a lot of power in company waiting and watching before immediately reacting. #sm109
RT : Or you get to show everyone how inept your #custserv is - a risky move. Worth it? There's the rub... #sm109
so the community clearly understood your frustrated opponent was getting out ofhand? #sm109
What if a customer won't take it offline? #sm109
great point about waiting -- we want to react right away, but sometimes we need to listen a bit more. :) #sm109
RT : I wouldn't say ignore, but there's a lot of power in company waiting and watching before immediately reacting. #sm109
RT : In the end, I want my community to help each other, not always rely on me to jump in. Have to give them time to do that. #sm109
Do you post "community rules" for posting in your social #custserv channels? #sm109
What if a customer won't take it offline? #sm109
great point about waiting -- we want to react right away, but sometimes we need to listen a bit more. :) #sm109
great point, ! SM #custserv empowers customers to help one another, too! #sm109
RT : In the end, I want my community to help each other, not always rely on me to jump in. Have to give them time to do that. #sm109
very true, . It shows a lot of faith in customers, as well as in your business. #sm109
great point, ! SM #custserv empowers customers to help one another, too! #sm109
Do you feel like "influencers" get more blood sweat & tears out of customer service folks? #sm109
RT : Is every cust treated same or only socially influencal ones? #sm109
great point about being responsive over reactionary. #sm109
she so is! :) #sm109
It's no mistake that the word "Klout" is mostly "lout". #sm109
Do you feel like "influencers" get more blood sweat & tears out of customer service folks? #sm109
RT : I wondering it any other #custserv org. are creating & curating for SoMe too? Makes custserv proactive #sm109
We're moving on to our last question in a couple minutes. #sm109
RT : Many different ways to find and treat your best cust the best. I think SM is one of those areas. #sm109
how did you come up with the "rules"? #sm109
RT : I wondering it any other #custserv org. are creating & curating for SoMe too? Makes custserv proactive #sm109
We're moving on to our last question in a couple minutes. #sm109
RT : Many different ways to find and treat your best cust the best. I think SM is one of those areas. #sm109
how did you come up with the "rules"? #sm109
Okay, folks! Last one! Q3: How can companies shift to respond to the new reality of customer satisfaction? #sm109
RT : RT : not necessary to check the influencer score, customer has an issue and should be resolved #sm109
When you launched a customer service venue on social networks, how did your customer service processes change? #sm109
Or if you've helped a company set up social customer service channels, what did you do? How did you train? #sm109
RT : A3: Respond to customers in real time through social media and use platforms to analyse your customer's opinions and thoughts #sm109
RT : Q3: certainly have to be digitally competent and have to overdeliver on what you thought overdelivering was yesterday #sm109
saw that. What a dork. #sm109
Or if you've helped a company set up social customer service channels, what did you do? How did you train? #sm109
someday I do, for sure. :) #sm109 (you guys listening, ? :)
RT : A3: Simple - everyone at the company must be focused on providing an excellent product and superior customer experience. #sm109
Did you find that your overall customer service improved when you took it social? #sm109
someday I do, for sure. :) #sm109 (you guys listening, ? :)
Does social just put a bit more squeak in the customer service wheel, or has it changed everything for you? #sm109
and especially with the tangle of being a regulated environment! #sm109
RT : Improved potential customers' impressions. If they see you publicly solve problem, increases trust. Not easy in finance! #sm109
RT : there is strong inertia to move from traditional response management process to the new ones that assist in the soc med #sm109
Does social just put a bit more squeak in the customer service wheel, or has it changed everything for you? #sm109
RT : dont forget so much of inbound social is positive, who need your attention even more. Its not all bad & squeaky #sm109
If a company looking to take their #custserv online asked you for ONE piece of advice in getting started, what would it be? #sm109
RT : Make sure you use a solid trusted platform for response and delivery #custserv #sm109
RT : Biggest lesson learned? DO NOT let someone who is not passionate about social media, manage your social media feeds. :b #sm109
RT : Don't be afraid to say your answer aloud, or get feedback from others before hitting send. #sm109
Of course, this is the point that my Seesmic Desktop breaks each time I do these... :) #sm109
RT : I'll buy that. Ultimately "over delivery" is an end result that shouldn't matter to the cust how it arrived, yes? :) #sm109
Of course, this is the point that my Seesmic Desktop breaks each time I do these... :) #sm109
Okay, folks -- our hour is almost up! Thanks so much to everyone who came out and shared their perspectives and experience! #sm109
And thanks so much to & for letting me join y'all again. That was a great discussion. :) #sm109
Good afternoon & good luck! (paraphrasing Murrow) #sm109