As component of her Social Shakeup discussion today, Social media site Today Chief Executive Officer Robin Carey will certainly introduce the launch of a brand-new podcast, “Concentrate on Customer Support.” The podcast will certainly be held by me and also Dan Moriarty, and also will certainly include brand names which are supplying incredible customer support by means of social networks. It will certainly show up routinely on Social media site Today.
Great deals of individuals are discussing web content and also advertising on social networks, yet this podcast will certainly concentrate on the opposite side of social that numerous brand names ignore – customer support.
In the beginning just the network of last option – when various other solution networks fell short – social networks is rapidly coming to be the network of initial hotel for numerous consumers, needing firms to be as prepared on social as they remain in the telephone call facility, on email, or click-to-chat.
Dan and also I have actually existed. We have actually handled the anxiety of going into an unidentified network where every solution communication is public. We have actually handled working with and also educating representatives particularly to manage social. As well as we have actually handled attempting to incorporate social solution throughout the more comprehensive company. We wish to share our expertise yet additionally emphasize and also pick up from terrific firms doing terrific customer support on social networks.
And Also below’s the spin: we do not choose the visitors. Brand names should be chosen to show up on the program by among their very own consumers, by means of our hashtag, #FOCS.
We’re so thrilled to invite Natanya Anderson from Whole Foods Market as our initial visitor, which inaugural episode is readily available currently. Natanya will certainly be adhered to by Laurie Meacham from JetBlue Airways, Joe Stupp from Chipotle Mexican Grill, and also numerous others in future episodes.
Episode # 1: Natanya Anderson, Whole Foods Market
Below’s something that no person can ever before eliminate from Natanya Anderson, the Global Supervisor of Social Network, CRM and also Customer Support for Whole Foods Market: She is the first-ever visitor on the Concentrate on Customer care podcast! As well as she most definitely really did not dissatisfy.
Several Of one of the most quotable minutes of the inaugural episode consist of:
- ” We truly wish to place the consumer at the facility of whatever.”
- ” I just wish to make something much better, quicker, more powerful if it profits the consumer.”
- “I desire individuals to have such terrific experiences with our consumer treatment group that they wish to inform other individuals regarding just how terrific the treatment was and afterwards just how much that makes them a supporter for Whole Foods Market.”
- ” Every social networks network you open up is a network for treatment.”
Below are the highlights of Episode 1 and also where to discover them:
( 2:48) Whole Foods’ ideology towards customer support, and also the duty it plays within the business
( 5:15) Is Customer care the brand-new advertising?
( 6:00) Just how to produce far better consumer results
( 7:00) Natanya’s everyday duty
( 9:07) Just how Whole Foods maintains 700 social networks systems arranged
( 12:20) Brand name uniformity vs. regional taste
( 17:47) The duty of action time
( 21:25) Natanya’s guidance for those beginning in social treatment
( 25:50) What Natanya suches as to tweet around when she’s not at the workplace
To choose various other brand names to be included on the Concentrate on Customer care podcast, please utilize the hashtag #FOCS.