ICMI Book Club discussion

Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
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Discussion Guide: Winning at Social Customer Care

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Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media

Did you enjoy reading our latest book club selection? Share the book with other members of your team and host an internal book club session!

Here's a discussion guide you can use to facilitate the conversation:

1. What’s one process or policy our company could simplify to improve the customer experience?



2. What’s an example of a “wow” moment we could create for our customers using the information we have from social media or CRM? (Remember the Pickle & Snickers bar)




3. In one sentence, what do you think our company philosophy on social media customer care should be?




4. Describe the ideal social media customer care representative. Which of these qualities or skills could we do a better job of training?




5. What should our standard response time be on social media? Why?




6. Which metrics should we use to track and report on the success of our social media customer service?



7. What’s one way our social media customer care team could work with another internal partner to drive success for our customers and business?


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