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The key components of a successful social customer service strategy are:
The phases of creating a social customer care strategy are:
You have to constantly iterate what your strategy is, what your approach is. Because digital channels are changing very, very quickly. The way that customers are engaging are also changing very, very quickly. So, you need to be on top of these changes and you need to make sure that your business, across the board, is set up to handle them and make the most of them. Otherwise, you’re leaving money on the table.Back to Top
Christian Polman is a General Manager at Eone, Europe. He has driven digital marketing strategy through analytics and research to solve strategic and operating challenges and develop business plans for Fortune 100 brands.
Data protection regulations affect almost all aspects of digital marketing. Therefore, DMI has produced a short course on GDPR for all of our students. If you wish to learn more about GDPR, you can do so here:
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ABOUT THIS DIGITAL MARKETING MODULE
This module introduces the concept of social customer service and highlights the social channels that are most often leveraged for this activity. It provides you with best practices you can follow to create and implement a robust social customer service strategy – and to manage it effectively. It also provides best practices for measuring customer satisfaction with the social customer service they receive, and for training social customer service agents. Finally, you learn how to build, grow, and maintain online support communities.