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Jamaica Customer Service Association - Presentation

Jamaica Customer Service Association - Presentation

Marcia Forbes PhD

Below is an extract from my presentation to the Jamaica Customer Service Association.

Jamaica Customer Service Association

Power Up! Log On!
Stay Connected to Service Excellence
 

Service Connection via Social Media

→ Social networking sites – Facebook, ?Twitter, LinkedIn, YouTube

→ Internet Forums

→ Blogs (web logs) / Micro-blogs (Twitter, Tumblr)

→ Vlogs (video blogs)

→ Blackberry Messenger – Blackberry Blasts, Blackberry Groups

→? Podcasts

→ Photosharing (Flickr)
 

Generational Divide among Consumers

UK Survey of 1,000 consumers in 2012
Source: Play.com

Overall:
Contact via email 49%

Contact via phone 43%

BUT
→ Among 24 years & under

Social Media 46%

 

SEE ATTACHMENT FOR FULL PRESENTATION