The Ultimate Guide to Social Customer Service Strategy

How to develop and deliver a strategic roadmap for social customer care

Today, social media plays a critical role in the delivery of a coherent and successful customer service programme of activity. Jo Causon CEO of the Institute of Customer Service goes as far as stating “We haUltimate Guide to Social Customer Service Strategyve reached a point where social media is not just a necessary component of a credible customer service strategy but one which offers powerful insights that drive better innovation, co-creation and collaboration. To make this a reality social media needs to be a central part of a coherent, sustained and long-term focus on customer service strategy, something that many organisations are yet to do.” 

For many the term ‘focus’ implies having a strategy, plan or roadmap in place. Certainly a strategic plan is a great start for many organisations. A recent poll across marketing managers in the automotive sector found that 68% did not have a strategic plan in place for social media. However, this is only part of the picture. Those who understand how to practically make a strategic plan a success also argue that having social media within the DNA of an organisation is equally important.

In chapter 4 of the Ultimate Guide to Customer Service on Social Media we discuss how a roadmap can create a long-term focus to ensure your social media is a central and coherent part of your customer service delivery.

Within this guide you will learn:

  • How to avoid the default position of just ‘going with the flow’ on social media
  • Defining where your organisation currently stands on the social landscape
  • How to develop a strategic roadmap for customer service success
  • Ensuring social becomes part of your organisation’s DNA
  • Resourcing your roadmap
  • Setting the standards

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