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Sprint Social Media Story: Customer Care

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Sprint Social Media Story: Customer Care

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  1. Sprint Social Media Story: Customer Care Babies, Ninjas and Sprint Social Media Jason Gertzen Business Communicators Summit 2010 Feb. 4, 2010

  2. Social Media “grew up” at Sprint in 2009 <ul><li>Year began with questions, skepticism </li></ul><ul><li>“ Early adopters” lead the way </li></ul><ul><li>Efforts gain traction </li></ul><ul><li>Social media now claims prominent role in outreach </li></ul> Social Media “grew up” at Sprint in 2009 <ul><li>Year began with questions, skepticism </li></ul><ul><li>“ Early adopters” lead the way </li></ul><ul><li>Efforts gain traction </li></ul><ul><li>Social media now claims prominent role in outreach </li></ul>

  3. Personal dialogue in real time <ul><li>Announce new Sprint phones, services </li></ul><ul><li>Social media conversations </li></ul><ul><ul><li>“ What’s your favorite Sprint phone?” </li></ul></ul><ul><li>Answer questions on minds of many customers </li></ul><ul><ul><li>“ How do I add Any Mobile, Anytime to my calling plan?” </li></ul></ul><ul><li>Personal attention to resolve problems </li></ul> Personal dialogue in real time <ul><li>Announce new Sprint phones, services </li></ul><ul><li>Social media conversations </li></ul><ul><ul><li>“ What’s your favorite Sprint phone?” </li></ul></ul><ul><li>Answer questions on minds of many customers </li></ul><ul><ul><li>“ How do I add Any Mobile, Anytime to my calling plan?” </li></ul></ul><ul><li>Personal attention to resolve problems </li></ul>

  4. Customers expect us to meet them there

  5. Teach your way to support for social media <ul><li>Share articles, reports illustrating success of other brands. </li></ul><ul><li>Brown Baggers – Social Media 101 on opportunities, tactics. </li></ul><ul><li>Show-and-Tell PR – Emails or presentations about what you did, why it worked and how others can try it. </li></ul> Teach your way to support for social media <ul><li>Share articles, reports illustrating success of other brands. </li></ul><ul><li>Brown Baggers – Social Media 101 on opportunities, tactics. </li></ul><ul><li>Show-and-Tell PR – Emails or presentations about what you did, why it worked and how others can try it. </li></ul>

  6. Find Partners inside your company <ul><li>DEALS – Discounts, special offers or contests for your Facebook fans </li></ul><ul><li>ADVICE – Answer general questions via online chat on Facebook, other sites </li></ul><ul><li>HELP – Specialists, procedures to provide help off line to protect customer privacy </li></ul> Find Partners inside your company <ul><li>DEALS – Discounts, special offers or contests for your Facebook fans </li></ul><ul><li>ADVICE – Answer general questions via online chat on Facebook, other sites </li></ul><ul><li>HELP – Specialists, procedures to provide help off line to protect customer privacy </li></ul>

  7. Sprint’s Reputation <ul><li>With @sprintcares team we help customers – solve problems, increase loyalty </li></ul><ul><li>Influence others about what experience they – or their friends – would have with Sprint </li></ul> Sprint’s Reputation <ul><li>With @sprintcares team we help customers – solve problems, increase loyalty </li></ul><ul><li>Influence others about what experience they – or their friends – would have with Sprint </li></ul>

  8. Reinforcements for vast land of social media

  9. Sprint Social Media Ninjas <ul><li>Voluntary program for Sprint employees </li></ul><ul><li>Help monitor social networking sites, blogs </li></ul><ul><li>Engage with customers </li></ul><ul><li>Workshops to share best practices </li></ul><ul><li>Communicate about hot issues </li></ul> Sprint Social Media Ninjas <ul><li>Voluntary program for Sprint employees </li></ul><ul><li>Help monitor social networking sites, blogs </li></ul><ul><li>Engage with customers </li></ul><ul><li>Workshops to share best practices </li></ul><ul><li>Communicate about hot issues </li></ul>

  10. . “ Help Twitter”

  11. . “ Thanks @Sprint”

  12. . Are you ready to connect with your customers? <ul><li>Jason Gertzen </li></ul><ul><ul><li>Manager, Social Media </li></ul></ul><ul><ul><li>j [email_address] </li></ul></ul><ul><ul><ul><ul><ul><li>Follow me on Twitter @jginkc </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Follow Sprint: @sprint, @sprintnews, @sprintgreennews, @sprintcare </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><li> Facebook.com/Sprint </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Sprint “Buzz About Wireless” Community at community.sprint.com </li></ul></ul></ul></ul>

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