Will We Witness a Customer Service Revolution Thanks to Twitter?

Does your business offer customer service via Twitter? 

Have you ever had cause to complain to or compliment a company on Twitter?

Personally I’ve often found it works better than phone or email. Take British Airways for example. I’ll get fed up hanging on phone. If it’s an urgent flight query email is too slow.

When tweeted British Airways are quick to reply. Other companies don’t embrace the instantaneous nature of Twitter though. Days can go by before ScotRail or TransPennine Express put fingers to keyboard.

There’s a flaw though.

Customer Service Revolution

The 140 character limit on tweets and twitter direct messages limits interactions. The company you’re tweeting with has to suggest an alternative method of communication to continue the conversation. And that usually means defaulting back to either phone or email.

Twitter are about to revolutionise customer service communications by removing the 140 limit from direct messages.

It’s genius.

They keep the micro-blogging advantage of the main social media platform but allow full conversations to take place in private.

For those companies that choose to embrace this innovation it’ll introduce a whole new opportunity to WOW their customers. Will you be doing this?

On the other side of the coin it also means those who choose to use automatic scheduling  software to send direct messages will be able to fill our in boxes with more clutter. But I’ll gladly put up with the latter’s inconvennience to take advantage of the former.

A question for you: How do you use Twitter to give great service to your customers? Please share your thoughts on Twitter or Facebook or LinkedIn.

Steve Casey on Protection on Platforms – MPAF48

It’s been flat for many years and individual protection providers are searching for new ways to grow the protection market.

Relying upon price competition, adding features and promoting claims statistics isn’t working.

Riding on the success of platform providers could be one way to find that elusive extra business.

My guest today is Head of Marketing and Propositions at AIG Life. Having just launched a protection proposition onto the Transact and Nucleus Financial platforms, Steve is best placed to explain the opportunity that exists.

Hear Steve explain how protection on platforms works and how it interacts with a client’s investment portfolio.

Listen as Steve talks about the innovative pay as you go feature which means clients only pay for the cover they need.

That’s all right here on Episode 48 of the Marketing Protection and Finance Podcast.

Steve Casey on Protection on Platforms - MPAF48

Who is Steve Casey?

Steve Casey joined AIG Life in November 2012 when they were known as Ageas Protect.

AIG purchased the company at the end of December 2014 and they have now successfully rebranded as AIG Life.

Other than running a wholesale fishing tackle and bait company when he was much younger, Steve has spent his career in Financial Services in the UK, Far East & European markets.

He writes and blogs regularly on the protection market although a little known fact about Steve is that he appeared in Money Marketing once not talking about the values of protection but how to actually make the best beans on toast.

Steve’s links:

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Peter Timberlake on How to Build a Successful Media Profile – MPAF47

Journalists require a constant stream of stories and content to satisfy 24 online demand for news.

Only a handful of financial advisers activity engage with the media to provide comment and material. So a huge opportunity exists for other advisers to build their own media profiles.

My guest has been doing communications and PR for over 30 years and you can benefit from his experience here. Peter’s interview is a masterclass in how to give journalists what they need and supercharge your media profile at the same time.

Listen to Peter talk about media commentating, being accessible to journalists, and how to deliver the Holy Grail – The Case Study.

You can also hear his valuable advice about blogging, LinkedIn Publishing and Social Media right here in Episode 47 of the Marketing Protection and Finance Podcast.

Peter Timberlake on How to Build a Successful Media Profile

Who is Peter Timberlake?

Peter’s communications specialist with over 30 years’ experience across multiple audiences and media including financial services trade press, consumer personal finance press, city/business media, specialist lifestyle publications, broadcast and digital media, political and policy makers, IFAs, lobby groups and worthy causes.

He’s an external communications leader with experience of managing combined press office, public affairs and corporate responsibility team and building the function from scratch.

He helps leading organisations manage and enhance their brand and reputation and achieve strategic communications objectives.

He’s held senior positions at Standard Life and Friends Life and currently works as Head of Communications for the Financial Reporting Council.

Peter’s links:

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