In this episode I'm glad to interview Billie Lou Sastre who is a social customer service expert for the spanish and latin markets. Read full article here –> http://linkd.in/1dgh0wL
The highlights of this episode:
00:21 Intro and welcoming Billie.
01:21 Billie tells about herself and how she developed her broad expertise in social customer care as for spanish and latin markets.
03:23 Brands needs time to understand the benefits of using social networks to leverage customer relationships, but it's a process that more and more companies are embracing. That's why Billie considers herself as a 'social customer care evangelist'.
06:13 Billie will be hosting a conference on June 18th 2015 in Barcelona whose title is self-explanatory "how social media has revolutionized customer care".
08:09 Billie defining social customer service: responding, listening and being closer to your clients regardless the channel.
12:51 If you adopt Social Customer Service effectively, your customers will buy more from you and will recommend your Brand to their friends. Furthermore you can even surprise your customers.
20:25 'Customer service is the new marketing' means improving communication and co-operation between these departments in order to wow your customers, so that they will become your marketers.
27:27 Active listening and monitoring are important to react promptly to customers rants, but brands ought to deliver proactive social customer service in order to prevent any crisis. To do so, though, your social customer service team need to be enough structured to do either the responsive and the proactive tasks.
33:43 Billie illustrates 7 steps to design a correct social customer service strategy.
45:51 Some spanish brands are doing pretty well such as Movistar (20 staff dedicated to social customer service since 5 years). They let marketing and social customer care share relevant information that may be beneficial for both of them. Banc Sabadell is doing great as well and it was the first spanish bank ever to offer a 24/7 social customer service.
51:25 Billie talks about her agency SastreMartin, her next projects and then...she gives us a scoop!
Where to find Billie on line: Personal site, Twitter, Facebook, LinkedIn, Instagram and Agency.
53:23 Thanks and greetings.
Read full article here –> http://linkd.in/1dgh0wL