Last Thursday NixonMcInnes hosted our first Social Customer Service Roundtable event. Following on from the epic Meaning conference, we wanted to trial a more intimate format using a topic very close to our hearts.
As a consultancy on a mission to improve the relationships between large organisations and the people that matter to them, we’ve worked on several meaty social customer service projects:
- With a major bank we designed and implemented a web relations team by bringing PR and customer services together. More about this here.
- With Nectar we developed a social engagement strategy that included the development of a new social customer service function that now includes their outsourced CS partner. More about the training here.
- With the Foreign and Commonwealth Office, we’re working on an ongoing programme that includes their worldwide consular network, and how they can use social to best serve the FCO audience.
With this experience, and a good network of practitioners in social customer services, I thought it made sense to create a forum where people we know can get together and share expertise. Events are great but can sometimes miss the detail, and not provide enough opportunity for discussion and sharing; roundtables on the other hand can be tailored wholly to those attending, and also are a great way of making new connections.
Our first session took place with attendees from Nectar, FCO, WWF, First Great Western and Conversocial. It was a great success with the following topics being discussed:
- Can you train the skills needed for great social CS, or do you need to identify key traits?
- What’s the tipping point with social CS; when does major investment become necessary?
- SocialCRM – does this really exist yet?
- Is anyone doing anything with the ‘voice’ of the customer; how are learnings fed into the business?
- How should you treat influential customers in social?
I’m currently planning the second session, to take place in central London in January. If you’re reading this and are interested in attending, please let me know by emailing firstname.lastname@example.org – we’re keen to keep the sessions practical so ideally we’re looking for those working within large organisations, somewhere on the social CS journey.
We’ve captured the main themes from the conversation at the roundtable in a handy whitepaper that you can download for free here