Customer Service's Role in Social Media


TOPIC QUESTIONS
Q1) Is Social Media converging the roles of Service, Marketing and PR, if so who owns it?
Q2) How do you scale customer service in social media?
Q3) How do companies prepare for social customer service?
   Event Details
Event Date:
     2010-03-09
Event Time:
     12PM - 1 PM EST
Participants:
     82
Tweets:
     649


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  Embed:
Moderator
frank-eliason.jpg
Frank Eliason
twitter:
web: http://blog.comcast.com
BIO: Here's what I think people may find interesting about me. I enjoy spending time with my family, new electronic gadgets and talking to people on the internet. Yes, I love to talk to Customers (it is why I love my job)! I am married to Carolyn and our children are Lily, Robyn and Gianna. I enjoy watching biographies, historical programs, and similar programs on channels like Discovery and National Geographic. I especially enjoy HD on my 65" TV (a g ...more
Filter out Re-tweets
  • #socialmedia news: Are You Taking Social Media Shortcuts?: Are you treating social media like a checklist? A recen... http://bit.ly/9pWbcj
    Posted by: - 03/09/2010 11:33:49 AM
  • Toyota se asocia a Tweetmeme: "Toyota Conversations" http://ow.ly/1g7vb #SocialMedia #estrategia
    Posted by: - 03/09/2010 11:34:03 AM
  • Are there any good sets of #socialmedia icon sets that are licensed for use on a blog? I want to spice up my blog.
    Posted by: - 03/09/2010 11:34:03 AM
  • #socialmedia Are You Taking Social Media Shortcuts? http://bit.ly/acwn76
    Posted by: - 03/09/2010 11:36:01 AM
  • Interesting discussion by via NYTimes about how #socialmedia can break stories before they are even stories. http://nyti.ms/cE1g68
    Posted by: - 03/09/2010 11:36:01 AM
  • RT : Knowledge to Go presentation #SocialMedia -Is it Good for Business? with today at noon
    Posted by: - 03/09/2010 11:36:01 AM
  • Have your say - What is the most important recent innovation in global search? http://twtpoll.com/505u3w #international #seo #socialmedia
    Posted by: - 03/09/2010 11:36:01 AM
  • The burger map of the United States | Thanks Kaw | Social Media and New Markets http://bit.ly/bAXYBY #... http://bit.ly/aNOYcV #socialmedia
    Posted by: - 03/09/2010 11:36:01 AM
  • RT : RT : Cómo y por qué están cambiando las audiencias en Internet http://bit.ly/dAEV1e #SocialMedia
    Posted by: - 03/09/2010 11:36:01 AM
  • Social media isn't just an answer to all problems - good article on how to make it work for your business: http://shar.es/mHURr #socialmedia
    Posted by: - 03/09/2010 11:36:01 AM
  • New Advertising Study: Marketers to spend more on digital than print this year http://bit.ly/bltCso #news #socialmedia
    Posted by: - 03/09/2010 11:41:02 AM
  • LEGO Sound Sequencer http://bit.ly/bgCH7L #news #socialmedia
    Posted by: - 03/09/2010 11:41:02 AM
  • We're about 20 minutes out until #sm50 tweetchat with , Today we'll about talking about customer service and #socialmedia
    Posted by: - 03/09/2010 11:42:38 AM
  • Is at with & looking forward to a great #sm50 chat at noon
    Posted by: - 03/09/2010 11:44:01 AM
  • RT : We're about 20 minutes out until #sm50 tweetchat w , Today we'll about talking customer service & #socialmedia
    Posted by: - 03/09/2010 11:46:01 AM
  • yeah you better stretch good! #SM50
    Posted by: - 03/09/2010 11:47:03 AM
  • #sm50 - and one last test, sorry for the spam
    Posted by: - 03/09/2010 11:50:01 AM
  • I think a pre-#sm50 restroom visit might be in order with coffee involved.
    Posted by: - 03/09/2010 11:50:01 AM
  • 10 minutes out from #sm50 tweetchat w - at
    Posted by: - 03/09/2010 11:52:01 AM
  • having some #Naples peeps over to #ingagenetworks to see the "behind-the-scenes" of producing a Twitter chat w/ & myself #sm50
    Posted by: - 03/09/2010 11:52:01 AM
  • 6 Minutes to go for #sm50 #Socialmedia Coffee ready, screen set up, ready to go!
    Posted by: - 03/09/2010 11:55:42 AM
  • RT : We're about 20 minutes out until #sm50 tweetchat with , Today we'll about talking about customer service and #socialmedia
    Posted by: - 03/09/2010 11:58:03 AM
  • Are we ready? Here comes the first question for #SM50 Customer Service #socialmedia
    Posted by: - 03/09/2010 12:01:39 PM
  • RT : 6 Minutes to go for #sm50 #Socialmedia Coffee ready, screen set up, ready to go! #sm50
    Posted by: - 03/09/2010 12:01:39 PM
  • I'll be joining the #socialmedia chat #sm50 in a min. Feel free to chime in, I always appreciate a good conversation.
    Posted by: - 03/09/2010 12:01:39 PM
  • Time to get started with and todays topic of social media and customer service #sm50
    Posted by: - 03/09/2010 12:02:02 PM
  • RT : Are we ready? Here comes the first question for #SM50 Customer Service #socialmedia
    Posted by: - 03/09/2010 12:02:47 PM
  • Are we there yet? #sm50
    Posted by: - 03/09/2010 12:02:47 PM
  • Q1) Some say Customer Service is the new marketing, other discuss convergence of PR, Marketing, Service. What is it? Who owns it? #SM50
    Posted by: - 03/09/2010 12:02:47 PM
  • FYI, tweets for the next hour will be, #sm50 tweetchat with , Today we'll about talking about customer service and #socialmedia
    Posted by: - 03/09/2010 12:03:03 PM
  • RT : Q1) Some say Customer Service is the new marketing, other discuss convergence of PR, Marketing, Service. What is it? Who owns it? #SM50
    Posted by: - 03/09/2010 12:03:03 PM
  • Follow #SM50 for good convo with on socmed for customer support/service.
    Posted by: - 03/09/2010 12:03:48 PM
  • RT : Q1) Customer Service is new mkting, other discuss convergence of PR, Mkting, Service. What is it? Who owns it? #SM50
    Posted by: - 03/09/2010 12:04:44 PM
  • RT : FYI, tweets for next hr will be, #sm50 tweetchat with , Today we'll about talking about cust service & #socialmedia
    Posted by: - 03/09/2010 12:04:44 PM
  • Most cust. svc is reactive in nature, most (not all) mkt and pr is proactive. I think that divide will always exist #sm50
    Posted by: - 03/09/2010 12:04:44 PM
  • RT : Q1) Some say Customer Service is the new marketing, other discuss convergence of PR, Marketing, Service. What is it? Who owns it? #SM50
    Posted by: - 03/09/2010 12:04:44 PM
  • RT : Most cust. svc is reactive in nature, most (not all) mkt and pr is proactive. I think that divide will always exist #sm50
    Posted by: - 03/09/2010 12:05:03 PM
  • Serve it up! RT Are u ready? Here comes the first question for #SM50 Customer Service #socialmedia
    Posted by: - 03/09/2010 12:05:03 PM
  • RT Q1) Some say Customer Serv is the new marketing, other discuss converg of PR, Mktg, Service. What is it? Who owns it? #SM50
    Posted by: - 03/09/2010 12:06:02 PM
  • Is it about convergence, or breaking silos? Perhaps we need to rethink the structure, replace the CMO with a CPO (people). #sm50
    Posted by: - 03/09/2010 12:06:02 PM
  • Q1 I think that companies need to develop a position that have oversight of all three (or more) aspects of what social media entails. #SM50
    Posted by: - 03/09/2010 12:06:03 PM
  • RT Follow #SM50 for good convo with on socmed for customer support/service.
    Posted by: - 03/09/2010 12:06:03 PM
  • Good idea! RT Is it about convergence, or breaking silos? Perhaps need to rethink structure, replace CMO w/CPO (people) #sm50
    Posted by: - 03/09/2010 12:07:03 PM
  • RT : Is it about convergence, or breaking silos? Perhaps we need to rethink the structure, replace the CMO with a CPO (people). #sm50
    Posted by: - 03/09/2010 12:07:03 PM
  • RT : Q1) Some say Customer Service is the new marketing, other discuss convergence of PR, Marketing, Service. What is it? Who owns it? #SM50
    Posted by: - 03/09/2010 12:07:03 PM
  • RT : Q1) Customer Service is new mkting, other discuss convergence of PR, Mkting, Service. What is it? Who owns it? #SM50
    Posted by: - 03/09/2010 12:07:03 PM
  • RT Q1) Some say Customer Serv is the new marketing, other discuss converg of PR, Mktg, Service. What is it? Who owns it? #SM50
    Posted by: - 03/09/2010 12:07:03 PM
  • Is it about convergence, or breaking silos? Perhaps we need to rethink the structure, replace the CMO with a CPO (people). #sm50
    Posted by: - 03/09/2010 12:07:03 PM
  • If cust srvc doesn't consider PR & Mkting the battler for the consumer's attn will be lost to the company that does #SM50
    Posted by: - 03/09/2010 12:08:02 PM
  • #sm50
    Posted by: - 03/09/2010 12:08:02 PM
    • Load 20 More
Moderator
6 Minutes to go for #sm50 #Socialmedia Coffee ready, screen set up, ready to go!
Are we ready? Here comes the first question for #SM50 Customer Service #socialmedia
Q1) Some say Customer Service is the new marketing, other discuss convergence of PR, Marketing, Service. What is it? Who owns it? #SM50
RT : Most cust. svc is reactive in nature, most (not all) mkt and pr is proactive. I think that divide will always exist #sm50
RT : Is it about convergence, or breaking silos? Perhaps we need to rethink the structure, replace the CMO with a CPO (people). #sm50
I have called for companies to have a Chief Customer Officer #SM50
RT : Customer service is the new marketing? They augment one another, not replace. #sm50
So true, to me this is a communication channel, like phone, mail, email, chat. Difference is this is owned by the Customer #SM50
RT : Q1: Customer serv embodies do much more than just Maketing and PR. it is process, product, vision...training #socialmedia #sm50
I actually agree, and believe they are separate functions #SM50
RT : CCO would do it! We still think in terms of the old org. chart, but we need a new one that better reflects social. #sm50
We have to get rid of the factory mindset in businesses. Every leader should read Seth Godin's Linchpin #SM50
Yes I think it may be RT is a CCO an evolution off a community manager? #sm50
Yes I think it may be RT is a CCO an evolution off a community manager? #sm50
A lot of people like CCO, my opinion is Customer Service has done a poor job of showing importance to an organization, sm changes that #SM50
Hard for CEO to listen to every call, but easy to search Facebook or Twitter. Now Customer is in their face #SM50
Hard for CEO to listen to every call, but easy to search Facebook or Twitter. Now Customer is in their face #SM50
Love it RT Have u seen def of the new CCO? It's a Chief Culture Officer. So true. Need to understand new Culture! #sm50
SM will force the culture change RT Then there needs to be a culture change to alter perception & degrees of respect #sm50
Q2) Many have said social media Customer service does not scale, we are smart here, how can we make it scale? #SM50 #Socialmedia
So true, should never have happened in my opinion RT Let's face it, the time of "scripted" Customer Service has passed #sm50
Here is Brian Roberts, CEO for Comcast about Twitter http://www.youtube.com/watch?v=5q4n9iA2JG4 #SM50
Why not? RT I don't think it does scale at quality level we are currently seeing. It can't. #SM50 #Socialmedia
Might be trouble with what is being measured #SM50
Why? RT 'finesse' taking place at current low volume of Social CS is beyond financial payback #SM50
Might be trouble with what is being measured #SM50
Why? RT 'finesse' taking place at current low volume of Social CS is beyond financial payback #SM50
No we have tool that we can see the trends. I do not believe in asking Customer to do our work for us #SM50
Can SM allow for revolution?_ Problem isn't scaling. Good service doesn't exist. Needs to be fixed from bottom up. #SM50
Should we relook at how we do service? RT Those staff are more educated, cost more, take more time per issue #SM50
RT : I disagree. Customer Service is a top down culture #sm50
Or Culture throughout an organization. But who drives the change in culture? My opinion is Customer & service agents #SM50
I know many that are just as passionate #SM50
Love themn One concept that we need to inject is notion of "custserv *culture*", i.e. Zappos. It's holistic & an umbrella. #sm50
Example of what, the people? I can list out agents with that passion that email or post on my internal blog #SM50
What risks? I have not seen any Inevitably you must deal with mitigating the risks of Social CS #SM50
RT : RT You need a Twange Agent: Customer can make demands, but you still need a strong leader to implement change #sm50
Trust me, not overnight! RT You can't change a culture overnight. #sm50
RT : is this scaling or simple redistribution of responsibility? Same amount of work spread over more people cc: #sm50
That is why my team has own id, avatar, etc RT SM works best when it's at a personal level #SM50
My old boss is not SVP of Human Performance within Customer Service #SM50
I'e always found for Service or SM, hiring passionate people is always best #SM50, against the grain of other service leaders
Disagree, we've depersonalized relationship too much RT to me that would imply systems, automation #sm50
Q3: How do companies prepare for social customer service? #SM50 #SocialMedia
We started down sm path slowly, PR asked us to help a blogger, we then started outreach when had time #SM50
RT : Q3: a healthy dose of listening and monitoring should proceed any outward initiative #sm50
I was a manager of small service team first one was on 4th day. Customer blog to be heard, and love it when they are #SM50
trouble with most is they do not understand personal nature of the space #SM50
Here is my personal blog post on how to scale http://www.eliasonfamily.info/blog/?p=234 #SM50 #SocialMedia
I actually found you learn more in this space which can be used to improve through other channels #SM50 .
My experience is passionate service people work best, not social media people training in service. People see through that #SM50
RT : my point was simply, if you are not going to be the leader, at least be a smart follower #sm50
RT : Great service happens from a series of defining moments. details matter. manage to the entire experience #sm50
RT : #SocialMedia tools are not the right cust serv tools for everyone. Get good people and get the #SM stars, rinse, repeat #sm50
I have seen PR and marketing people try to do service in social media, does not work! #SM50
Agree but still be themselves, it is all a balance! #SM50
Love to! .comcast.com">frank_eliason.comcast.com #SM50
I agree, just not trying to do Customer Service #SM50 I've seen PR people that do work well in #socialmedia :-) #sm50
RT : I want to thank Frank for a great session today. Lively convo. on an even livelier topic. Thanks to everyone. #sm50
I agree, did not get to that but SM strategy needs to include PR, HR, Marketing and Service #SM50
Yes #SM50
Thank you! It was harder than I thought it would be #SM50
My email is .comcast.com">frank_eliason.comcast.com & blog is http://www.timetobefrank.com #SM50