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Marketing Customer
Service
COMMUNICATION...
The medium is the message...
Social penetration
theory...
Peripheral information
exchanged via self-branded
content
Self-disclosure is reciprocal
- Dachis Group
The Social Graph is the representation
of our human relationships. In present
day context, these graphs define our
personal, family, or business
communities on social networking
websites
- Wikipedia
An emoticon is the representation of a
facial expression such as : -) (for a
smile), formed by combinations of
keyboard characters and used in
electronic communications to convey the
writer's tone
- Dictionary.com
A flamewar or “flaming” (also known as
bashing) is hostile and insulting
interaction between Internet users.
Flaming usually occurs in the social
context of a discussion board, Internet
Relay Chat (IRC), Usenet, by e-mail or
on Video-sharing websites.
- Wikipedia
An internet troll is someone who posts
controversial and usually irrelevant or
off-topic messages in an online
community, such as an online discussion
forum or chat room, with the intention of
baiting other users into an emotional
response or to generally disrupt normal
on-topic discussion.
- Pursuitmag.com
A lurker is a person who reads
discussions on a message board,
newsgroup, chatroom, file sharing or
other interactive system, but rarely
participates
- Pursuitmag.com
Bots, also known as web robots, are
software applications that run automated
tasks over the Internet.
- Pursuitmag.com
Spamming is the abuse of electronic
messaging systems to indiscriminately
send unsolicited bulk messages. While
the most widely recognized form of spam
is e-mail spam, the term is applied to
similar abuses in other media.
- Pursuitmag.com
THE NEW TELEPHONES
10 Paradigm Shifts for Mastering Online Customer
Experience
1. PICK THE RIGHT TEAM
Dave Crenshaw - The Myth of Multitasking
ENFJ
Extroversion, Intuition, Feeling,
Judgement
Idealist Portrait of the Teacher
ENFJ
...humanmetrics.org
ROI?
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$250,000 annual turn over costs
2. TUNE IN TO THE RIGHT STATIONS
What’s words matter to you?
What’s niche matters to you?
3. LIVE IN REAL TIME
Voluntary employee
program to monitor social
networking sites and
blogs in order to engage
with customers, host
workshops to share best
practices and communicate
about hot issues
7 MINUTES
Up for an experiment?
4. BECOME CONTENT ENGINEERS
InterAction 2011
40 MILLION
VIEWS
Old Spice Sales Up 27%
200 CONTENT
OBJECTS
48 Hour Production Blitz
INTERNET
CONVERSATION
CYCLE
FOR BRANDS
FACEBOOK
EdgeRank
Algorithm that
determines virility of
content
- Affinity
- Weight
- Time Decay
5. COLLECT YOUR AUDIENCE
I know! Let’s start one of
our own...
6. INVITE OTHERS TO YOUR CAMPFIRE
7. SHARE REAL STORIES
8. HELP YOUR AGENTS NAVIGATE
What are you’re core values?
15 Minutes
5 DOʼs 5 DONTʼs
15
Minutes
9. ALWAYS BE MOBILE
10. DON’T BE A ROBOT
NATE RIGGS
nateriggs.com
@nateriggs
Professional Speaking
Professional Blogger
nate@nateriggs.com
Aspiring Author 614-348-2646