2012 is the year for social customer service. Consumers are increasingly turning to social networks as a way to reach out to brands and convey their frustrations and worries. However, this needn't be a threat to brands. Innovators are using social media to turn customer negativity into advocacy. This slideshare from social media consultancy, immediate future, looks at 5 recent best practice examples of social customer service. For more information about immediate future please see http://www.immediatefuture.co.uk/

1. Social customer service done right:
5 success stories from ASOS to Zappos

2. ASOS
• Prevention is better
than cure – Give
customers what they
want. 1-2-1 sessions with
stylists can sort customer
fashion queries before
they become complaints

3. American Airlines
• Tie social customer service into
sales – “By bringing Customer
Relations and Reservations
experts into our Social Media
team, we’ve organised to respond
faster and more often to customer
concerns.” Jonathan Pierce, Director
of Social Media, American Airlines

4. Hyatt Concierge Services
• Respond in good
time – Hyatt
concierges reply in
25 minutes over
Twitter on average
and have hugely
positive sentiment
as a result

5. Xbox
• Know your ROI –
Xbox developed their
own algorithm to
measure customer
service savings
through social media

6. Zappos
• Get your staff trained
up and inspired –
Zappos provides all its
staff with 4 weeks of
customer service
training; all hands are
called to the pumps at
its busiest times

7. about immediate future
We help clients take a strategic view of where
social media can add value to their business
8 years of social media experience
Specialists in a diverse industry
We’re impartial
Industry leaders & educators

8. for more of this....
immediate future MD, Katy Howell, is
speaking at The Social Customer
2012 conference in London on March 29
For details and to find out how to claim
immediate future's exclusive 10% discount
contact info@immediatefuture.co.uk