Social media is biggest customer service challenge
Senior customer management professionals from the UK's leading companies agree that social media is the biggest challenge in their customer service strategies.The complexities the digital medium presents, particularly in terms of the fast response time required to meet customer expectations, made it a key topic at the annual Charter UK User Group event, held in central London on Tuesday 19th June.
Guest speaker Grant Leboff's insightful keynote address had delegates questioning the way they attract, retain and communicate with customers and how they can use social media to help, rather than hinder, their businesses.
The event was organised by the Charter UK User Group panel, a client committee with representatives from Lloyds Banking Group, McDonalds, Virgin Holidays, Acenden, Avios and Pizza Express.
The day's agenda gave delegates the opportunity to discover new ways of delivering multi-channel customer service excellence by sharing experiences, solutions and best practice approaches.
Commenting on the event, Committee Chair and Customer Service Manager of Avios, Emma Tickle said: "The User Group is to ensure we are getting the most out of the way we use Charter UK software in our businesses.
"We can all learn a lot from comparing how customers in other industry sectors, are meeting the demands of, and benefiting from, capturing complaints and customer feedback."
Keynote address: Grant LeboffAs well as social media, other topics covered on the day included; customer insight, customer metrics, benchmarking and root cause analysis.
The interactive format of the day proved extremely popular.
"Sharing cross commodity ways of using Charter UK and different management styles and approaches to customer service was extremely valuable," said David Hemming, Customer Relations Manager, Toyota Motor Europe.
"The speaker's added value to topics which are at the forefront of our day-to-day challenges and proved extremely useful," added Jenni Bond, Head of Customer Services, Virgin Holidays.
"The event gave us time to really consider what we are doing and if we are concentrating on the right things," said Catherine Graves, Customer Insight Manager, Pizza Express.
"The day was very informative and eye opening for future change. It could not have been better," enthused Mandy Stannard, Quality Manager, Saga Motor Claims.
Commenting on the customer-led user group, Paul Clark, Charter UK CEO, said: "We have a customer-driven development programme because our customers will always be at the heart of what we do.
"Allowing our customers to steer the user group meant it had real relevance to their business challenges and this has been reflected by extremely positive feedback from everyone who attended."