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PPF / HomeCredit Dinner Speech

Prague, Sep 16, 2013

Vit Horky

on 19 September 2013

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Transcript of PPF / HomeCredit Dinner Speech

Good evening!
Evolution of Social Media Towards Customer Care
September 16, 2013 by Vit Horky, Brand Embassy Ltd.
Medius House, 1 Sheraton street, W1F 8BH, London, The United Kingdom
Contact: Vit Horky – horky@brandembassy.com – www.brandembassy.com

Social Care
Social CRM
Customer Care
"Social Customer Service"
Lepší cílení = sub-segmentace
Zákaznická péče
Maximalizace ROI
Identifikování krize před vypuknutím
Snížení nákladů za odbavení zákazníka
Optimalizace nákladů za operátora
Zvyšování hodnoty zákazníka
Hodnotový řetězec Social Care
4 out of 10
would use social media for solving service issues. 3 out of 10 would use customer hotline.
Source: Eptica Multichannel Customer Experience Study, 2012

5 out of 10
consumers reported negative experiences with customer service hotlines.
Source: Eptica Multichannel Customer Experience Study, 2012

5 Trends of Social Care we identified when talking with market leaders all over the globe.
Customer care is moving from cost center to competitive differentiator.
Agile customer care becomes more important than multichannel.
Social CRM is integrated with internal CRM.
Companies use customer care insights to publish engaging marketing content.
Supporting customers on Facebook and Twitter becomes an expectation, not nice-to-have.
Source: Socialbakers, 2013
Source: Socialbakers, 2013
Thank you.
Almost 50%
45-54 yrs old are active on social media.
Over 1/3
55+ yrs old are.
Source: Eptica Multichannel Customer Experience Study, 2012

Social is not about kids anymore.
People increasingly search for help on social networks.
"A Facebook account would not be helpful to us, as we would have so many people looking for a response."
Community Manager
Is it his fault?
"Social Media is too big to be
the responsibility of so few."

By involving Customer Service and PR, you:
Minimize risks of crisis
Improve resolution time
Increase sales to existing customers
by understanding their needs.
Enjoy the rest of your stay in Prague!
Full transcript