Social Media Today: Focus on Customer Service (Podcast)

Recently I was interviewed by Dan Gingiss and Dan Moriarty on the Focus on Customer Service podcast, hosted by Social Media Today.  

We talked about best-practice customer service on social media, and how we approach social care for the OtterBox and LifeProof brands. Here are a few tweetable quotes from the interview (click to tweet):

Tweet: “Try to think of your customers as family and treat them accordingly.” - @JS_Mack #SocialCare #FOCS

Tweet: “Involve your customers in your brand as much as possible, have fun, and treat them as you would treat a good friend.” @JS_Mack #FOCS

Tweet: “Keep customer care internal, recruit people who live and breathe your brand, and who genuinely care about helping people.” @JS_Mack #FOCS

If you want to skip ahead in the podcast, here are a few social customer care highlights:

1:35 Jessica’s background and how she ended up in her current role

2:25 How the fact that OtterBox’s product protects other companies’ products affects its social care strategy

4:03 How the social customer service team is organized and how they balance both the marketing and the customer service aspects of the job.

6:35 What technology Otterbox and LifeProof use for social media marketing and customer service

7:20 OtterBox’s culture and how it leads to a focus on customer service

8:25 Why OtterBox decided to use multiple Twitter handles

13:20 An example of using social media feedback to develop new products

15:26 Some of Jessica’s most memorable social media interactions

16:40 Jessica’s advice to people starting off in social customer service