Using Social Data & Gaming Mechanics to Improve Customer Service
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The document discusses the evolving landscape of customer service in the 21st century, highlighting the importance of digital experiences and community-building over traditional contact centers. It emphasizes that organizations will increasingly compete on service quality and outlines strategies such as leveraging social data, fostering autonomy, and utilizing customer rankings for improved service. Additionally, it suggests identifying team members with gaming traits as potential problem solvers.
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Using Social Data & Gaming Mechanics to Improve Customer Service
- 1. 21st century Customer Service. Let the Games begin!
- 3. Gamers. More misunderstood than Estate Agents.
- 5. Gaming Motivators. Or Are They?
- 8. What does gaming have to do with Customer Service?
- 9. 55% Organisations will compete primarily on Service by 2020 50% Believe increasing complexity will be the biggest Barrier to delivering good service 50% believe lack of skilled staff is the biggest barrier now.
- 10. Digital Experiences can lead to a double digit difference in Customer Satisfaction
- 11. The Advisor vs The Gamer
- 15. Social Profiles and SLAs
- 18. Empowerment Model Autonomous Model
- 22. In Summary: 1. Don’t create a Contact Centre. Create a Community 2. Use social data to speed up service 3. Create systems of Autonomy and Progress 4. Use customer rankings as a form of self-governance BONUS TIP: ID the natural Gamers in your team. They are likely to be your best problem solvers!
- 23. Thank you for trusting me with your time.