Introduction

The world of Service has gone Social. Where previously your customers had no choice but to provide their compliments, complaints and comments to you, today they have more channels and more choices than ever before. Thus they are bypassing you and your organization, airing their unedited thoughts publicly, inviting others to jump on their bandwagon, creating viral effects, with endless repercussions – and you may not even be aware as to what’s going on out there.

You once, undoubtedly owned your brand and your brand communication, today it seems to be firmly in the hands of your customers and potential customers. The days of sanctimony and reinforcing the illusions of being service oriented are over. The reality of your customers’ experience of your real service standards is the new currency.

In this new social media world, you either “create the conversation” or be prepared for the “conversation to recreate you”. And while all this is true, its also true that your culture of service excellence or lack of it, is the main driving force at the core of what is being considered the new Social Media Battlefield.

So, ask yourself, do all the key people in your organization fully appreciate the full implications of this total paradigm shift when the worlds of Service & Social Media collide? If you care to bring your entire organization up to speed and avoid the service and communication crises that have plagued numerous organizations, just like yours, engage us to deliver this program for you right now.

Your benefit? Enhancing The Quality Of Your Customer Service & Organization Too!

Who Should Attend

Senior Leadership, Middle Management & Key Service, Communication & Technology People

What You Can Expect

A ground breaking, absolutely unique, expertly researched & created, world class, professionally delivered initiative, which will address your specific needs and benefit you for a lifetime

Initiative Outline

Part #1 – Service + Social Media – Its Not An Alternative

  • The World Of Service As It Was, As It Is & As It Will Be
  • Social Media Is Not A Lifestyle Choice, It Is A Work & Life, & Organization Service Reality
  • Service + Social Media Connections, Communities & Conversations

Part #2 – The World Of Social Media – The Channels & What They Do

  • Google+ – What It Can Do For Your Organization & How Best To Use It
  • FaceBook – What It Can Do For Your Organization & How Best To Use It
  • Twitter – What It Can Do For Your Organization & How Best To Use It
  • LinkedIn – What It Can Do For Your Organization & How Best To Use It
  • Blog & Vlogs – What It Can Do For Your Organization & How Best To Use It
  • Wikis – What It Can Do For Your Organization & How Best To Use It
  • The Other Big Things – What They Can Do For Your Organization & How Best To Use Them
  • The Next Big Thing – What It Will Do For Your Organization & How Best To Use It

Part #3 – Service + Social Media Case Studies – The Good, The Bad & The Ugly

  • How People Are Using Social Media & Its Service Implications
  • How Businesses Are Using Social Media & Its Service Implications
  • How Governments, Statutory Boards & Organs Of State Are Using Social Media & Its Service Implications

Part #4 – Getting More Sophisticated On Service + Social Media

  • What To Monitor & How To Monitor It – Your Customer Experience Rating (CusXP)
  • How To Listen & Discern What Is Being Said – The CusXp Methodology
  • The 5 Dimensions Of Service & Creating Them Congruently In Your Organization
  • How To Converse, Create Conversation & Not Have Them Recreate You

Part #5 – Social Media Beyond Your Corporate Communications – Enabling All Key People To Serve Through Social Media

  • Internal & External Policies – Media Policies, Workplace Policies, Accessibility Policies, Privacy Policies, Authorization Policies, Terms Of Use, Comments Policies, Public Record & Advertising Disclaimers
  • Service As The Core Value Proposition To Integrate All The Different Angles – Communication, Administration, Human Resources, IT, Legal, Customer Service, Et cetera

Part #6 – Aligning Your Creating A World Class Culture Of Service Excellence Framework With Your Social Media Strategy

  • Identifying Who You Need To Serve
  • Clarifying Your Service Objectives
  • Creating Your Service + Social Media Success Metrics
  • Putting Together Your Service + Social Media Team
  • Choosing Your Service + Social Media Channels
  • Time Lining Your Course Of Service + Social Media Action
  • Inviting In The Community You Need To Serve
  • Integrating Your Community & Creating Service Conversations That Matter
  • Adopting The Next Service + Social Media Innovation & Transformation Mode
  • Measuring Your Successes Through CusXP

How It Is Conducted

This life changing and perspective shaping initiative is expertly run as a series of …

  • Illuminating introductions
  • Engaging Dialogues
  • Interactive games & exercises
  • Thought provoking debriefs
  • Open questions & answer sessions
  • Reflection time-outs
  • Relevant case studies
  • Enriching assignments
  • Feedback loops