Good Customer Experience Requires More Than a Quick Fix

SMCHAT on Customer Service 

Good Customer Experience Requires More Than a Quick Fix 

Times shown in: Eastern Daylight Time and Coordinated Universal Time 

Between 2017 Mar 15 10:00 and 2017 Mar 15 15:00 

13 people sent 134 messages containing #smchat 

Produced by holosoft — Twitter chat transcripts and archives for events — Follow 

@holosoft 

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Amber Cleveland 

@ambercleveland 





maziwa makuu 

@SweetbutKanana 



Autom Tagsa 

@autom8 



John W Lewis 

@JohnWLewis 



John W Lewis 

@JohnWLewis 

maziwa makuu 








maziwa makuu 


John W Lewis 

@JohnWLewis 



Hoping to see @autom8 @sourcePOV @serviceplease20 @ajmunn 

@JohnWLewis @PaperBoyd for #SMChat today at 1p ET. 

https://t.co/2fTzUy9TPl 

Here's framing for today's #SMChat https://t.co/2fTzUy9TPl Hope to see you 

there @OmnipoTony @animasmarketing @CreativationMkt 

@effectUX loved the "Are you Band-Aiding your Design or Customer 

Experience (CX)?" article. It is focus of #SMChat today. 

Am @SweetbutKanana from Tanzania and will be joining you today for the 

#SMChat https://t.co/t7RxrXPhY8 

@SweetbutKanana Great! Looking forward to it/ :) #SMChat 

a whopping 8 Q's! #w00t off site all day but will endeavour to schedule A's ;) 

#smchat https://t.co/yZAg3LwmDH 

@autom8 thanks Autom! Appreciate you! Hope your day is productive. :) 

#SMChat 

RT @ambercleveland: Here's framing for today's #SMChat 

https://t.co/2fTzUy9TPl Hope to see you there @OmnipoTony 

@animasmarketing @Creativ… 

30 minutes until #SMChat - Hope you can join us! Framing is here: 

https://t.co/QxqVLHEVmz 

Hoping to join you for part of the time today, @ambercleveland People 

outside N.America, be aware #smchat is an hou… https://t.co/hYxKbv4IHr 

Follow the #smchat hashtag using @twubs at https://t.co/cYkkukM2es 

RT @JohnWLewis: Hoping to join you for part of the time today, 

@ambercleveland People outside N.America, be aware #smchat is an hour 

earlie… 

Welcome to #SMChat! I'll be moderating today. Here is the framing in case 

you missed it: https://t.co/QxqVLHEVmz 

@JohnWLewis Thanks so much for pointing out the time 

difference...#IHateDST #SMChat 

Greetings from Tanzania #smchat 

@ambercleveland Hi Amber! You’re welcome. I’m no fan of “Daylight Saving” 

either. #smchat 

@SweetbutKanana Welcome Maziwa, glad you could join us. The first 

question will be up in just a couple of moments... #SMChat

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maziwa makuu 




Autom Tagsa 

@autom8 



John W Lewis 

@JohnWLewis 

John W Lewis 

@JohnWLewis 



John W Lewis 

@JohnWLewis 



maziwa makuu 












maziwa makuu 




John W Lewis 

@JohnWLewis 

maziwa makuu 


maziwa makuu 


maziwa makuu 


maziwa makuu 




@JohnWLewis the physiological ramifications are grave, but they seem to be 

ignored. #SMChat 

@ambercleveland Am proud to join you #smchat 

As we get stared, please remember to include A1, A2, etc in your answers and 

keep them short enough to be retweeted. :) #SMChat 

A1 quality/timeliness of overall customer service experience #smchat 

Q1. What is the ultimate purpose of what you are planning or improving? 

#SMChat 

@ambercleveland That too! The practical issues are bad enough! #smchat 

#smchat btw I’m not going to be able to take part for the full hour today. 

@JohnWLewis that's ok. I appreciate any of the time that you're here. Have a 

great evening whenever you have to hop off. #SMChat 

A1 Fulfulling and exceeding customers’ expectations. #smchat 

RT @autom8: A1 quality/timeliness of overall customer service experience 

#smchat 

A1: Need feedback from our customers in order to improve our performance 

#SMchat 

A1. Ultimate purpose is to increase customer satisfaction, eliminate customer 

isssues, and gain efficiencies. #SMChat 

RT @SweetbutKanana: A1: Need feedback from our customers in order to 

improve our performance #SMchat 

RT @JohnWLewis: A1 Fulfulling and exceeding customers’ expectations. 

#smchat 

@SweetbutKanana Do you ask them for that feedback? Or what mechanism 

do you use to gain the feedback? #SMChat 

Q2. Has your organization identified your target customer group? Are they 

segmented into sub-groups? #SMChat 

A1: This helps us to get know who we really are what are our values, beliefs 

and the purpose wish to pursue #smchat 

Interested to know if anyone is segmenting by service level/customer 

requirements... #SMChat 

A2 Getting there! ;-) (Been discussing this today for a potential new activity.) 

#smchat 

@ambercleveland sometimes do ask for feedback or use LiveChat #smchat 

@ambercleveland sometimes do ask for feedback or use LiveChat #smchat 

RT @ambercleveland RT @JohnWLewis: A1 Fulfulling and exceeding 

customers’ expectations. #smchat 

RT @JohnWLewis A2 Getting there! ;-) (Been discussing this today for a 

potential new activity.) #smchat 

@JohnWLewis It's fascinating how various orgs choose to segment...many 

drive based on internal needs, which might be a band-aid. #SMChat

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maziwa makuu 


Tony Stephan 

@OmnipoTony 

John W Lewis 

@JohnWLewis 



maziwa makuu 


John W Lewis 

@JohnWLewis 



Autom Tagsa 

@autom8 



maziwa makuu 






maziwa makuu 


John W Lewis 

@JohnWLewis 







John W Lewis 

@JohnWLewis 

maziwa makuu 






maziwa makuu 


Cathryn Hrudicka 

@CreativeSage 

@SweetbutKanana do you segment your customer base? #SMChat 

RT @ambercleveland It's fascinating how various orgs choose to segment... 

drive based on internal needs, which might be a band-aid. #SMChat 

A2. Depends on the brand but with Facebook and Twitter once you create a 

campaign you can customize your audience #smchat 

@ambercleveland Yes. The opportunities for segmentation are many and 

various. But they are often applied without much thought. #smchat 

Q3. What are the goals of your audience in relation to their interactions with 

your business? #SMChat 

RT @OmnipoTony A2. Depends on the brand but with Facebook and Twitter 

once you create a campaign you can customize your audience #smchat 

@SweetbutKanana Good to hear. How well does LiveChat work for you? 

@ambercleveland #smchat 

Also interested to consider how segmentation can be taken too far...which 

ultimately means diminishing returns. #SMChat 

A3 timely answers/solutions #smchat 

Hi @OmnipoTony! Good to see you. #SMChat 

@JohnWLewis am able to tap the questions and complaints raised from 

customers #smchat 

@OmnipoTony We are moving a bit fast today...but there are just a few of us. 

#SMChat 

RT @autom8: A3 timely answers/solutions #smchat 

RT @ambercleveland Also interested to consider how segmentation can be 

taken too far...which ultimately means diminishing returns. #SMChat 

A3 To develop trust in the ability to satisfies needs and desires…. but not sure 

how well this is going! ;-) #smchat 

A3. Goals are: to make their business easier, have their orgs running more 

smoothly, responsiveness to their needs. #SMChat 

RT @JohnWLewis: A3 To develop trust in the ability to satisfies needs and 

desires…. but not sure how well this is going! ;-) #smchat 

Q4. What does success mean for your customer? #SMChat 

@SweetbutKanana Definitely useful! #smchat 

A3: understanding exactly what are the needs of your audience and what is 

expected from you #smchat 

@JohnWLewis Are you "not sure" because customers are not providing that 

feedback? #SMChat 

RT @SweetbutKanana: A3: understanding exactly what are the needs of your 

audience and what is expected from you #smchat 

RT @ambercleveland : A3 To develop trust in the ability to satisfies needs 

and desires not sure how well this is going! ;-) #smchat 

The latest The @CreativeSage/SMchat* Daily/ #smchat #SM #socialmedia! 

https://t.co/xZsbgcLyjr Thanks to @youloveclarissa @dc2fla @dankeldsen

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John W Lewis 

@JohnWLewis 

Autom Tagsa 

@autom8 



maziwa makuu 


maziwa makuu 








John W Lewis 

@JohnWLewis 

maziwa makuu 


maziwa makuu 


maziwa makuu 




John W Lewis 

@JohnWLewis 



Kait 

@Kaitlin__Shea 

maziwa makuu 




maziwa makuu 


John W Lewis 

@JohnWLewis 



maziwa makuu 




maziwa makuu 


@ambercleveland I suspect that my communications are too diffuse, not 

sufficiently focussed on any value proposition. #smchat 

A4 120% satisfaction pr customer service delivery/experience #smchat 

A4. It means that they only have to ask once, that their needs are predicted, 

that there is accountablity for providing service. #SMChat 

A4: Its when customers achieve their desired needs and interests from an 

organization #smchat 

RT @JohnWLewis @ambercleveland I suspect that my communications are 

too diffuse, not sufficiently focussed on any value proposition. #smchat 

@JohnWLewis I think that's common, especially when we are trying to satisfy 

different needs for different customers. #SMChat 

Q5. How does customer success translate to success for your organization? 

#SMChat 

RT @autom8: A4 120% satisfaction pr customer service delivery/experience 

#smchat 

A4 Being satisfied that their needs/desires have been understood and 

satisfied as well as possible. #smchat 

RT @ambercleveland A4. means that they only have to ask once, their needs 

predicted, there is accountablity for providing service. #SMChat 

RT @ambercleveland RT @autom8: A4 120% satisfaction pr customer service 

delivery/experience #smchat 

RT @JohnWLewis A4 Being satisfied that their needs/desires have been 

understood and satisfied as well as possible. #smchat 

A5. Satisfied customers refer business, so there's direct impact to bottom line 

when customers achieve as a result of your efforts. #SMChat 

Back to segmentation again, @ambercleveland! #smchat 

https://t.co/Gj46PlNfqn 

RT @JohnWLewis: A4 Being satisfied that their needs/desires have been 

understood and satisfied as well as possible. #smchat 

"If you can't speak to the individual, then don't target the individual." 

#SMchat 

A5: When customers are successful means they will keep coming for more 

products #smchat 

Also curious about mechanisms to measure your customer's satisfaction. Do 

you use #NPS or other mechanisms? #SMChat 

RT @Kaitlin__Shea "If you can't speak to the individual, then don't target the 

individual." #SMchat 

A5 As someone described it: "they come back, and bring a friend.” It’s great 

when that happens! #smchat 

RT @Kaitlin__Shea: "If you can't speak to the individual, then don't target 

the individual." #SMchat 

RT @ambercleveland A5. Satisfied customers refer business, hence direct 

impact to bottom line as result of your efforts. #SMChat 

@Kaitlin__Shea Thanks for jumping in Kait. We are chatting about #CX and 

customer service today. Feel free to join us :) #SMChat 

RT @JohnWLewis A5 As someone described it: "they come back, and bring a 

friend.” It’s great when that happens! #smchat

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John W Lewis 

@JohnWLewis 

maziwa makuu 




maziwa makuu 






maziwa makuu 


maziwa makuu 




M A G I R I 

@Kiganyi85 

Creativation Mktg 

@CreativationMkt 

maziwa makuu 






maziwa makuu 


Sharon Mostyn 

@sharonmostyn 



John W Lewis 

@JohnWLewis 

maziwa makuu 






Ian Gertler ☕ 

@IanGertler 

RT @JohnWLewis: A5 As someone described it: "they come back, and bring a 

friend.” It’s great when that happens! #smchat 

RT @SweetbutKanana: A5: When customers are successful means they will 

keep coming for more products #smchat 

RT @Kaitlin__Shea: "If you can't speak to the individual, then don't target 

the individual." #SMchat 

RT @ambercleveland Also curious about mechanisms to measure your 

customer's satisfaction. Do you use #NPS or other mechanisms? #SMChat 

Q6. Evaluate the difference between current state and what success looks like, 

how can the gaps be eliminated? #SMChat 

A5: Increasing customer adoption of your product #smchat 

The nuance to Q6 is that the best solution will eliminate the gap, not bridge it. 

#SMChat 

RT @SweetbutKanana: A5: Increasing customer adoption of your product 

#smchat 

A6: You need to establish specific target objectives of your organization 

#smchat 

RT @ambercleveland The nuance to Q6 is that the best solution will eliminate 

the gap, not bridge it. #SMChat 

A6. By identifying the gap in pieces and determining how to eliminate each 

piece. Specifically, long-term, holistic approach. #SMChat 

RT @SweetbutKanana: A5: Increasing customer adoption of your product 

#smchat 

Stopping by to say "hi" between meetings - hopefully #smchat crew will come 

back & bring friends! cc… https://t.co/BHImZAcNff 

@ambercleveland What does exactly this gap identifying means? #smchat 

A6. Important to make sure that you aren't applying a band-aid...it's not a 

good business tool. #SMChat 

@CreativationMkt @JohnWLewis @sourcePOV Thanks so much! Very kind 

of you. Glad you could stop by. #SMChat 

RT @ambercleveland A6. Important to make sure that you aren't applying a 

band-aid...it's not a good business tool. #SMChat 

Love this! People buy from people, and if you can't relate as a person, you 

may not get the sale. #smchat https://t.co/q8FNLj3n79 

@SweetbutKanana It means examine current state of business and examine 

the "perfect"/"successful" state of business, then (cont.) #SMChat 

I’m slowing down here, #smchat, and will need to bow out. Well done and 

thanks for hosting, @ambercleveland 

@sharonmostyn Love this! People buy from people, if you can't relate as a 

person, you may not get the sale. #smchat https://t.co/8gUC8pxwS9 

@SweetbutKanana (cont.) then determine how to get from current to success. 

Steps needed to do that are the "gap." Does that help? #SMChat 

@JohnWLewis Thanks for joining John, have a great evening! #SMChat 

@sharonmostyn @Kaitlin__Shea Absolutely. When a biz forgets about 

people, they're at a competitive disadvantage. The #CX matters! #SMchat

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maziwa makuu 








TwitLiveEvents 

@TwitLiveEvents 

maziwa makuu 




Ian Gertler ☕ 

@IanGertler 



maziwa makuu 


maziwa makuu 








maziwa makuu 








maziwa makuu 


Dave Cherry 

@thecoderscorner 

Q7. How can you best support others in an effort to eliminate the gaps? 

#SMChat 

@ambercleveland Great help and much appreciated #smchat 

@IanGertler Hi Ian! Today's topic for #SMChat is basically about not bandaiding 

the customer experience. Great to see you! 

A7. Listen, listen, and listen...many great ideas can be sourced from the front 

lines. They live in the gap and can help close it. #SMChat 

@SweetbutKanana You're welcome. Let me know if you require more 

information. Sometimes the slang words make it challenging. #SMChat 

March 15, 2017 at 02:00PM Twitter Chat - #SMChat #TwitterChat Visit 

https://t.co/52cTeoQ3Zw for more events. 

@ambercleveland Will come back and am happy to say we learn the hard way 

#smchat 

Q8. How can you best determine if you are maximizing the chance of success 

and impact? #SMChat 

@ambercleveland Hi Amber! Glad to hear about the #CX focus—which is 

reinforced by #SocialSelling (people, trust, va… https://t.co/iqA8cZnlW2 

A8. Look for the ripples across the business (your own and your 

customers)...if there aren't any, probably not optimal solution. #SMChat 

A8: Must define well your governing or major objectives of an organization 

and see whether they are meet #smchat 

@ambercleveland A8. Look for the ripples across the business your own+ 

customers,if there aren't any, probably no optimal solution. #SMChat 

RT @SweetbutKanana: A8: Must define well your governing or major 

objectives of an organization and see whether they are meet #smchat 

Cannot believe how quickly the hour has passed. Thanks so much for being a 

part of #SMChat today. Join next Wednesday at 1p ET. 

Thank you for joining #SMChat today @JohnWLewis @SweetbutKanana 

@OmnipoTony @autom8 @sharonmostyn @IanGertler @Kaitlin__Shea 

#SMChat 

@ambercleveland Glad to be here do yo have somewhere you do A RECAP for 

the current Topic? #smchat 

@SweetbutKanana nice to make your acquaintance today via #SMChat 

@SweetbutKanana yes, there will be a transcript added to the blog post 

within a day. https://t.co/fjX8YHBkm9 #SMChat 

To see the #SMChat schedule and past framing posts, visit 

https://t.co/SKbFs0ow9Q 

Thanks a lot and bravo for running a vibrant and a very interesting topic, 

keep it up! #SMChat https://t.co/KYHus1ZM44 

@JohnWLewis I see #smchat quite frequently in your time line, could I ask 

what it is out of interest?

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