On our forum, on Facebook, on Twitter, on LinkedIn, on external blogs, we listen everywhere. And more and more employees are entering into discussions to find out what the real needs of the customer are. After all, our employees are partly responsible for customer satisfaction and by interacting they gain insights into what we need to do to retain our customers .” Thomas
Based on listening and conversations, determine who the ambassadors and experts are and specifically follow and involve this group.
“ The marketers from our SWAT team continuously follow 10 ambassadors of our brand and 15 experts from the insurance industry. It is interesting to see what opportunities we identify to improve our service. We also use these ambassadors when launching new services, they are the first to test them and blog about them .” Thomas
16. Facilitate meetings between customers
Take it a step further by facilitating relevant usa phone data meetings between customers. Set up a forum, which is of course also accessible on mobile, where customers and advisors can help each other directly with service questions, such as at telecom provider GiffGaff .
Stimulate employee engagement by rewarding them for interaction with gamification elements . For example; writing a review is worth 3 points, solving a customer question is worth 5 points. The points give a certain reward in the form of status 'Super reviewer of the month' or free service 'you now get 1 hour of free advice from an advisor'.
“ Our customers and advisors have a lot of knowledge together. On our website, the customer can ask questions and also help others to solve questions. The interaction that arises here provides us with interesting insights. Our community managers Barbra and Rafael monitor the quality of the interactions .” Thomas
17. Co-creation: enter into structural collaboration with the customer
Involve customers and advisors in the co-creation of new products and services. Make them co-producers. For example, set up (closed) communities on the website to enter into a structural collaboration with a select group of external ambassadors. The goal is to develop innovative service and retention concepts to ultimately get more satisfied customers and employees.
“ We want to continuously improve our service and we are gathering a section diversity of employees and external ambassadors online to achieve this. And with success, because the use of the forum via our mobile site has now improved considerably ”. Thomas
18. Optimize your processes
Set up processes to distribute the insights from listening and conversations with customers and advisors to the right places in the organization to realize improvements.
“ People started complaining on Facebook and Twitter about incorrect texts on our HR page. Our monitoring team immediately noticed this and forwarded it to our HR manager. He then resolved it within two days and informed the social media manager to have a message posted on Facebook to indicate that it has been resolved .
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