Transcript of #smchat 2016.11.16 - Bitly

SMCHAT on Customer Service

Customer Service SWOT Analysis for Better Outcomes Times shown in: Eastern Standard Time and Coordinated Universal Time

Between 2016 Nov 16 10:00 and 2016 Nov 16 15:00 12 people sent 141 messages containing #smchat Produced by holosoft — Twitter chat transcripts and archives for events — Follow @holosoft 10:07:47 15:07:47

Autom Tagsa @autom8

fyi @OmnipoTony #smchat at 1pmET today https://t.co/a4Apy5ODxx

10:22:13 15:22:13

Frankie Says @Frankie_SaysHi

@sourcePOV is #smchat happening today?

10:29:46 15:29:46

Sharon Mostyn @sharonmostyn

10:43:25 15:43:25

Tony Stephan @OmnipoTony

RT @ambercleveland: Join 1pm ET to discuss #CustomerService & #SocialMedia on #SMChat @autom8 @SMSJOE @sharonmostyn @csinkus @IanGertler… @autom8 perfect I'll be there #smchat

10:52:54 15:52:54

Amber Cleveland @ambercleveland

Customer Service SWOT analysis for better business outcomes - Join #SMChat at 1p ET today! https://t.co/0I8prbux3q https://t.co/AuldFLCf0P

10:55:30 15:55:30


Hope to see you for #SMChat at 1pm today - great people, good convo, good insights! Framing: https://t.co/0I8prbux3q @JohnWLewis @autom8

11:16:06 16:16:06

John W Lewis @JohnWLewis

RT @ambercleveland: Hope to see you for #SMChat at 1pm today - great people, good convo, good insights! Framing: https://t.co/0I8prbux3q @J…

12:11:12 17:11:12

Chris Jones @sourcePOV

Sounds like YES, Frankie .. @ambercleveland has tweeted out an #smchat reminder https://t.co/AT7VDSHhk3

12:27:04 17:27:04

Cathryn Hrudicka @CreativeSage

The latest The @CreativeSage/SMchat* Daily/ #smchat #SM #socialmedia! https://t.co/9fLYGpi6Br Thanks to @metaMeerkat @andrewspong

12:46:12 17:46:12


15 minutes until #SMChat - hope to see you there!

12:49:43 17:49:43


Oh yes, @Frankie_SaysHi! #smchat starts in about 10 minutes and is framed here: https://t.co/tHaqwiDyQe @sourcePOV

12:52:43 17:52:43


Is this your thang? #smchat on "Customer Service SWOT Analysis for Better Outcomes" starts in 10 mins, framed here: https://t.co/tHaqwiDyQe

13:00:48 18:00:48

Autom Tagsa @autom8

@ambercleveland present! :) #smchat

13:01:02 18:01:02

Autom Tagsa @autom8

RT @JohnWLewis: Is this your thang? #smchat on "Customer Service SWOT Analysis for Better Outcomes" starts in 10 mins, framed here: https:/…

13:01:13 18:01:13


Welcome to #SMChat I’ll be your moderator today. Please don’t forget to use #SMChat and reference the question number in your answer.

13:01:53 18:01:53


RT @ambercleveland: Welcome to #SMChat I’ll be your moderator today. Please don’t forget to use #SMChat and reference the question number i…

13:02:25 18:02:25


@autom8 @ambercleveland same here #smchat https://t.co/yiGRQiPEm4

13:03:04 18:03:04


Hello #smchat! Thank you, @ambercleveland, for framing this important topic, here: https://t.co/tHaqwiDyQe

13:05:12 18:05:12


RT @JohnWLewis: Hello #smchat! Thank you, @ambercleveland, for framing this important topic, here: https://t.co/tHaqwiDyQe

13:05:12 18:05:12


Q1. Does your organization use SWOT analysis as a business tool? For the business as a whole or for various areas? #SMChat

13:05:47 18:05:47


@autom8 great to see you! #SMChat

13:06:12 18:06:12


If you’re interested “Customer Service SWOT Analysis for Better Outcomes”, #smchat is starting now. Include #smchat to take part!

13:07:00 18:07:00


RT @sourcePOV: Sounds like YES, Frankie .. @ambercleveland has tweeted out an #smchat reminder https://t.co/AT7VDSHhk3

13:07:20 18:07:20


A1 Generically, yes. But, specifically, nowhere near enough! @ambercleveland #smchat

13:07:31 18:07:31

Autom Tagsa @autom8

@ambercleveland happy to be here Amber and may i re-introduce you to Tony @OmnipoTony an avid #smchat participant we hope to see more of ;)

13:07:42 18:07:42


A1 Not entirely sure but when I did it was specifically for the app but we could also listen to the business as a whole #SMChat

13:08:48 18:08:48


#smchat is now discussing SWOT analysis for Customer Service (using social media). If you are interested, join the chat!

13:09:03 18:09:03

Autom Tagsa @autom8

RT @JohnWLewis: #smchat is now discussing SWOT analysis for Customer Service (using social media). If you are interested, join the chat!

13:09:43 18:09:43


@JohnWLewis @ambercleveland To listen for an entire company can be difficult depending on the size of the business and team #smchat

13:10:06 18:10:06


A1. I’ve found that it’s beneficial as a whole and departmentally. #SMChat

13:10:13 18:10:13


Q2. Have you completed a SWOT analysis? What steps do you take after the original analysis? #SMChat

13:10:22 18:10:22

Autom Tagsa @autom8

RT @ambercleveland: Q2. Have you completed a SWOT analysis? What steps do you take after the original analysis? #SMChat

13:11:06 18:11:06

Molina Careers @MolinaCareers

@ambercleveland We're here to learn! Looking forward to hearing great insights! #smchat

13:11:48 18:11:48


@OmnipoTony Much truth in that, Tony. But where do we start? Maybe work from the bottom up? @ambercleveland #smchat

13:11:59 18:11:59


RT @ambercleveland: Q2. Have you completed a SWOT analysis? What steps do you take after the original analysis? #SMChat

13:12:38 18:12:38


RT @MolinaCareers: @ambercleveland We're here to learn! Looking forward to hearing great insights! #smchat

13:13:06 18:13:06


@MolinaCareers thanks for joining us! #SMChat

13:13:29 18:13:29


A2 @ambercleveland not entirely, what would be an example of a Threat? #SMChat

13:14:02 18:14:02


A2 Completed? Nope! But the (inevitable? ;-)) 2x2 matrix helps to structure the subject: https://t.co/z39fcBzInV @ambercleveland #smchat

13:14:26 18:14:26

Autom Tagsa @autom8

@OmnipoTony perhaps emerging, disruptive forces (like tech) that levels competitive playing field (?) @ambercleveland #smchat

13:14:34 18:14:34


@OmnipoTony @JohnWLewis @ambercleveland But it is something that needs to be done! #smchat

13:15:09 18:15:09


A2. When doing SWOT it’s important to define what comes next. #SMChat

13:15:11 18:15:11


@ambercleveland Of course! We wouldn't want to miss out on such great topic. #smchat

13:15:19 18:15:19


Q3. What is the top strength for your business in regards to customer service and social media? How do you leverage that? #SMChat

13:15:29 18:15:29

Autom Tagsa @autom8

RT @ambercleveland: A2. When doing SWOT it’s important to define what comes next. #SMChat

13:15:55 18:15:55


@JohnWLewis @ambercleveland more than likely bottom up, knowing how often your costumers are on social then building a team #SMChat

13:16:54 18:16:54


@autom8 @ambercleveland not sure how comfortable with Twitterbots, competitive playing field I can see #smchat

13:17:20 18:17:20


@MolinaCareers Yes, of course. So is the challenge to (re)understand the fundamentals? @OmnipoTony @ambercleveland #smchat

13:18:01 18:18:01


@MolinaCareers @JohnWLewis @ambercleveland completely agree but businesses shouldn't run in to it without knowing what to do #SMChat

13:19:18 18:19:18


A3 Replying back in a efficient rate and being able to correct concerns at a timely fashion...Ideally #SMChat

13:19:46 18:19:46


@OmnipoTony We concur. But the concept of “should” can lead to push back! ;-) @MolinaCareers @ambercleveland #smchat

13:19:52 18:19:52


@OmnipoTony @JohnWLewis @ambercleveland We agree! There should be a plan on how to do this the most efficient way! #smchat

13:19:56 18:19:56


@JohnWLewis @MolinaCareers @ambercleveland that's definitely a start #SMChat

13:20:13 18:20:13


Q4. What is the biggest weakness that needs to be addressed and how are you addressing? #SMChat

13:20:45 18:20:45


@JohnWLewis @OmnipoTony @ambercleveland We would say so! #smchat

13:21:34 18:21:34


13:21:54 18:21:54

Anita @anitaloomba

@OmnipoTony It’s funny, but often the challenge in innovation is to understand what has NOT changed. @MolinaCareers @ambercleveland #smchat Square Started Small and Won Big with This #PR Strategy: https://t.co/O3wqyYaWxw via @firstround #Marketing #SMChat

13:21:59 18:21:59


RT @ambercleveland: Q4. What is the biggest weakness that needs to be addressed and how are you addressing? #SMChat

13:22:06 18:22:06


@MolinaCareers @JohnWLewis @ambercleveland #SMChat https://t.co/X4yBREGITp

13:23:25 18:23:25


RT @OmnipoTony: A3 Replying back in a efficient rate and being able to correct concerns at a timely fashion...Ideally #SMChat

13:24:10 18:24:10


A3. Top strength is knowledge sharing to solve or eliminate problems efficiently! #SMChat

13:24:28 18:24:28


A4 Balancing everything with CS, content and the different platforms too #SMChat https://t.co/C34SnmJvT5

13:24:36 18:24:36

Autom Tagsa @autom8

RT @ambercleveland: A3. Top strength is knowledge sharing to solve or eliminate problems efficiently! #SMChat

13:24:52 18:24:52


RT @anitaloomba: Square Started Small and Won Big with This #PR Strategy: https://t.co/O3wqyYaWxw via @firstround #Marketing #SMChat

13:25:11 18:25:11


Q5. Where are the opportunities that are most beneficial to your organization and your customers? #SMChat

13:25:30 18:25:30


A4. Weakness is sustainability and level setting expectations - esp for small biz, can’t be all to everyone everywhere. #SMChat

13:25:36 18:25:36


RT @ambercleveland: Q5. Where are the opportunities that are most beneficial to your organization and your customers? #SMChat

13:25:56 18:25:56


RT @OmnipoTony: @MolinaCareers @JohnWLewis @ambercleveland #SMChat https://t.co/X4yBREGITp

13:27:07 18:27:07


Great point @JohnWLewis fundamental learning, relearning, reminding is key! @MolinaCareers @OmnipoTony #SMChat

13:27:25 18:27:25


@OmnipoTony CS?: Content Strategy, Computer Science, or something else? ;-) #smchat

13:28:09 18:28:09


A5 Being able to solve their problem because you'll be a savior and retained that costumer #SMChat

13:28:46 18:28:46

Autom Tagsa @autom8

@JohnWLewis Customer Service methinks @OmnipoTony #smchat

13:28:47 18:28:47


@JohnWLewis whoops Costumer Service, one hand leads to acronyms #SMChat

13:28:56 18:28:56


A5. Largest opportunity is to build communities to problem solve, to knowledge share, and to identify additional opportunities :) #SMChat

13:29:49 18:29:49


I promise we are going to slow this down a bit...I may have been a bit excited about this topic and generated too many questions! #SMChat

13:31:23 18:31:23


@JohnWLewis @OmnipoTony that CD question made me laugh...I’m with ya Tony. #SMChat

13:31:39 18:31:39


@OmnipoTony Of course, that’s important in the short term, but what about the long term? #smchat

13:31:44 18:31:44

Autom Tagsa @autom8

@ambercleveland no kidding ;) #smchat https://t.co/A2R01Q1w8X

13:31:50 18:31:50


RT @OmnipoTony: A4 Balancing everything with CS, content and the different platforms too #SMChat https://t.co/C34SnmJvT5

13:32:46 18:32:46


A4. Address weaknesses by leveraging strengths and opportunities. #SMChat

13:33:33 18:33:33


So many opportunities to be a hero in #customerservice #SMChat https://t.co/F1h2eaiWgB

13:34:07 18:34:07


Haha! @autom8 @ambercleveland Sound advice for someone who is overexcited.;-) #smchat https://t.co/g8L4B8rVit

13:34:40 18:34:40


@autom8 Lol! I’m crazy, but not Sheldon-crazy. ;) #SMChat

13:35:12 18:35:12


Q6. What threats are most important to minimize or eliminate? How do you plan to do that? #SMChat

13:36:01 18:36:01


We pause this chat for a laugh or two... #WeCouldAllUseOne #SMChat

13:36:01 18:36:01

Autom Tagsa @autom8

@ambercleveland lol .. just looking for any opportunity to insert a gif .. blame it on Tony @OmnipoTony #smchat

13:36:10 18:36:10

Autom Tagsa @autom8

RT @ambercleveland: We pause this chat for a laugh or two... #WeCouldAllUseOne #SMChat

13:36:59 18:36:59

Autom Tagsa @autom8

RT @ambercleveland: Q6. What threats are most important to minimize or eliminate? How do you plan to do that? #SMChat

13:37:10 18:37:10


@ambercleveland That is so true! Being yourself, being engaged, and empathising with the customer can take many forms. #smchat

13:37:47 18:37:47


@JohnWLewis them coming back and purchasing more? #SMChat

13:38:21 18:38:21


A6. Monitor the competition and trends to minimize the threats of each. Monitoring allows you to adjust with more agility. #SMChat

13:38:23 18:38:23


@autom8 @ambercleveland I'll take full responsibilty for that. #SMChat

13:38:37 18:38:37


RT @ambercleveland: Q6. What threats are most important to minimize or eliminate? How do you plan to do that? #SMChat

13:39:04 18:39:04

Autom Tagsa @autom8

A6 misinformation/lack of unified comms/messaging from within is perhaps most obvi also is your CS team *on top of the brand* #smchat

13:39:49 18:39:49


@JohnWLewis yes! And they’re coming to you because they have a problem that you should have the capabilities to solve. #HeroScenario #SMChat

13:40:14 18:40:14


Some, or more, customers are uncomfortable with more GIFs, @autom8! ;-) #smchat https://t.co/ZkEhY2SMO5

13:40:21 18:40:21

Autom Tagsa @autom8

A6 at times product/service knowledge/expertise needs to go beyond the brand (ie, competitive intel, broader industry know-how etc.) #smchat

13:41:06 18:41:06


A6. IMO, Largest internal threat to success is silos. #SMChat

13:42:22 18:42:22


@ambercleveland Is that the tricky part?: aligning the expectations of potential customers with what is actually available. #smchat

13:42:59 18:42:59

Autom Tagsa @autom8

@JohnWLewis er um .. you mean .. um .. so .. haha #smchat @ambercleveland @OmnipoTony https://t.co/mrGS8zqrys

13:43:04 18:43:04


A6. Losing customers is a large threat - look at who exits/why, then fill the gap to prevent in future. #SMChat

13:43:06 18:43:06

Autom Tagsa @autom8

RT @ambercleveland: A6. IMO, Largest internal threat to success is silos. #SMChat

13:43:28 18:43:28


I agree, @ambercleveland. Silos are self-inflicted. #smchat https://t.co/rYf6SN6M4D

13:44:02 18:44:02

Autom Tagsa @autom8

RT @ambercleveland: A6. Losing customers is a large threat - look at who exits/why, then fill the gap to prevent in future. #SMChat

13:44:30 18:44:30


@autom8 What syndrome does he have? @ambercleveland @OmnipoTony #smchat

13:45:04 18:45:04


@JohnWLewis absolutely tricky, but when orgs do it well (usually by listening to and empowering staff) that’s magic #SMChat

13:45:11 18:45:11

TwitLiveEvents @TwitLiveEvents

November 16, 2016 at 02:00PM Twitter Chat - #SMChat #TwitterChat Visit https://t.co/52cTeoQ3Zw for more events.

13:45:19 18:45:19

Autom Tagsa @autom8

@ambercleveland indeed .. curious if its' effective to define/track what's referred to now as the fulsome *Customer Experience* (?) #smchat

13:45:25 18:45:25


Q7. Who do you share your analysis with? How do you build buy-in and advance resulting plans? #SMChat

13:46:03 18:46:03

Autom Tagsa @autom8

@JohnWLewis i believe that one is commonly known as "constipation" @ambercleveland @OmnipoTony #smchat

13:46:08 18:46:08

How To Get Online @HowToGetOnline

@ambercleveland Engaging with our audience and showing clients that we understand them and their needs. #SMChat

13:46:50 18:46:50


@ambercleveland Definitely! Understanding the outside-in approach is a challenge for many people. #smchat

13:46:52 18:46:52

Autom Tagsa @autom8

RT @ambercleveland: Q7. Who do you share your analysis with? How do you build buy-in and advance resulting plans? #SMChat

13:47:42 18:47:42


Happy to see different media in the chat thanks to @autom8 and @OmnipoTony #SMChat

13:48:35 18:48:35

Autom Tagsa @autom8

w00t! i rarely say this because it's not something i would normally say but: AMEN, Amber .. haha #smchat https://t.co/drLktMmWiS

13:48:44 18:48:44


@autom8 That certainly slows things down. @ambercleveland @OmnipoTony #smchat

13:49:16 18:49:16

Autom Tagsa @autom8

@JohnWLewis if bot "block" it altogether @ambercleveland @OmnipoTony #smchat

13:49:48 18:49:48


A7. Share analysis with adjacent teams and leaders, build buy-in by gathering their feedback, and use it to benefit all. #SMChat

13:49:53 18:49:53


@ambercleveland @autom8 Anytime #SMChat https://t.co/EV0bWnT8Tl

13:50:14 18:50:14


Q8. How often will you revisit your SWOT analysis? Who participates in the analysis? #SMChat

13:50:44 18:50:44


@autom8 you are keepin the laughs coming today! #SMChat

13:51:02 18:51:02

Autom Tagsa @autom8

A7 CS & Sales teams, marketing, management teams .. analysis needs to be viewed as critical part of biz dev strategy #smchat

13:51:35 18:51:35


ROFL RT @OmnipoTony: @ambercleveland @autom8 Anytime #SMChat https://t.co/eT16iDT2Zh

13:51:52 18:51:52

Autom Tagsa @autom8

@ambercleveland right? .. now if i could only find a gif with a race driver doing those crazy turns .. haha #Smchat

13:52:37 18:52:37

Autom Tagsa @autom8

RT @ambercleveland: Q8. How often will you revisit your SWOT analysis? Who participates in the analysis? #SMChat

13:53:02 18:53:02


A8. Review SWOT at least quarterly to gauge progress and identify changes. As a tool, it helps provide clarity and vision. #SMChat

13:53:12 18:53:12


@ambercleveland sometimes people want a daily report but weekly is an ideal goal #SMChat

13:54:05 18:54:05


@autom8 I’ll create one next time I’m at the track. #SMChat

13:55:05 18:55:05


@OmnipoTony I think you can review at that frequency, but creating new ones should have a longer time frame. #SMChat

13:55:11 18:55:11

Autom Tagsa @autom8

A8 valid question: if orgs not using SWOT model they should start there first. if using it, s/b part of regular CS tracking process #smchat

13:55:25 18:55:25


A8 Unless an understanding exists about where are, where we want to be, and how we intend to get there, then we are adrift. #smchat

13:55:55 18:55:55

Autom Tagsa @autom8

w00t! look forward to that! :) #smchat https://t.co/fV7wEYcAWW

13:56:36 18:56:36


@ambercleveland agree, but an analysis/report should be established if that frequency is required #SMChat

13:58:15 18:58:15


13:58:24 18:58:24

Autom Tagsa @autom8

Wow...this hour flew by! Thank you for participating @JohnWLewis @autom8 @OmnipoTony @MolinaCareers join #SMChat every Wed. at 1p ET @OmnipoTony frequency contingent on org's CS evaluation protocols, esp if tied to Sales/Marketing strategy, no?@ambercleveland #smchat

13:59:48 18:59:48

Autom Tagsa @autom8

@ambercleveland awesome wild ride always Amber when you're behind the wheel ;) @JohnWLewis @OmnipoTony @MolinaCareers #smchat

13:59:48 18:59:48


@OmnipoTony yes, I agree (you insert the gif -Lol) #SMChat

13:59:56 18:59:56


@ambercleveland @JohnWLewis @autom8 @MolinaCareers #SMChat https://t.co/ajEJ6RewEZ

14:00:00 19:00:00


Well done, @ambercleveland, for framing and hosting this important #smchat topic. ’til next time! @autom8 @OmnipoTony @MolinaCareers

14:00:47 19:00:47


@autom8 @ambercleveland exactly, if it's established. #SMChat

14:00:56 19:00:56


@ambercleveland @JohnWLewis @autom8 @OmnipoTony Thank you for having us. We appreciate the insights. We hope you have a lovely day! #SMchat

Transcript of #smchat 2016.11.16 - Bitly

Transcript of #smchat 2016.11.16 - Bitly

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