Last week our CEO & Founder, Joshua March, presented a live debate on “The 12 Steps of Social Customer Service”. He was joined by Rachel Arthur, global senior editor of digital media & marketing at WGSN, who provided industry relevant research findings.
During the webinar Joshua and Rachel discussed the 12 steps brands can adopt for a successful social Christmas-delivering best practice surrounding how to cope with the holiday surge in volume. Additionally both speakers set out a clear strategy and process model on how to deal with a social media crisis, critical to brands social care strategy.
Here are our key takeaways from last weeks webinbar-including Rachels’ findings and a snapshot of our 12 steps to a successful social Christmas:
Rachel set the scene by reporting that the NRF predicts sales to be up 3.9% to $602.1bn, that more stores will actually be open Thanksgiving itself and that big promotional offers are coming ever earlier than Black Friday.
With this in mind below are our 12 steps to a successful social holiday season.
Day 1: Have a social customer service team in place
Day 2: Know what your customers are talking about on social
Day 3: Establish a clear and consistent tone
Day 4: Build an escalation process
Day 5: Put a crisis plan in place
Day 6: Set expectations
Day 7: Prepare for holiday surges in activity
Day 8: Prioritize what you respond to
Day 9: Help customers in-store
Day 10: Use social channels to identify supply chain issues
Day 11: Proactively engage to directly impact purchasing decisions
Day 12: Create a social customer service playbook
Discover in more detail how you can execute the 12 steps above by downloading the full report.