eBay, the online marketplace, is in a unique position: It sells billions of dollars of merchandise each year, but none of it is their own. So when customers reach out on social media, they are either buyers or sellers on the platform, and eBay stands in the middle. 

“We can't be too biased on the buyer side and we can't be too heavy on the seller side,” says Dallen McKee, Global Social Media Customer Care Team Leader at eBay. “We have to create a good experience for both.”

Here are the key moments in the episode and where to find them:

1:36 Dallen shares eBay’s core philosophy toward social customer care
4:40 How eBay gains product insights from social media listening
8:36 How customer feedback has become ingrained into eBay’s culture
12:56 Balancing the need of eBay’s buyers and sellers in social media
17:26 Dallen describes the new eBay ShopBot on Facebook Messenger
18:25 How eBay decides which platforms to be on from a social care perspective
22:13 The sales pitch to executives about increasing customer service volume in social media
27:21 Dallen’s top learnings from working in social customer care

Episode 47 - How eBay Brings The Shopping Experience to Social Media

The “Focus on Customer Service” podcast features interviews of brands which are offering amazing customer service via social media. It is hosted by customer experience speaker and coach, Dan Gingiss.

Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service. 

At first only the channel of last resort –  when other service channels failed – social media is quickly becoming the channel of first resort for many customers, requiring companies to be as prepared on social as they are in the call center, on e-mail, or click-to-chat. 

The goals for this podcast are to:
•	Learn from other brands that we think are doing social care well
•	Share learnings with you
•	Increase the overall competency of the industry in the social care space  

And here’s the twist: YOU pick the guests. Brands must be nominated to appear on the show by one of their own customers, via our hashtag #FOCS, which stands for Focus on Customer Service.

Business

Investing

Careers

Management & Marketing

Business News

Shopping

Hello again, loyal FOCS listeners! I wanted to share the news of my brand-new book, The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share. If you loved this podcast, then this book is for you! Listen to this special 3-minute episode for more details and the opportunity to get 3 free bonuses with your book purchase.

Introducing: The Experience Maker

After two years and more than 50 episodes, the first known podcast dedicated solely to customer service in social media is saying goodbye. The Focus on Customer Service Podcast officially ends its run today as a new podcast about customer experience is also launched.

Sponsored from its inception by Social Media Today after its late founder, Robin Carey, took a chance on two guys named Dan with no podcasting experience, FOCS featured interviews with top brands making waves in social media by engaging with customers – answering complaints, questions, and compliments. What made the podcast unique was that its hosts were also social care practitioners at large brands, and many of the brands featured were recommended by listeners for their great service.

The podcast spawned a book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media (available on Amazon), which details learnings and best practices from more than four dozen interviews with brand leaders.

INTRODUCING: THE EXPERIENCE THIS! SHOW

As one podcast ends, another one begins. A new show, called Experience This!, has hosts Joey Coleman and Dan Gingiss trying to create a remarkable customer experience out of… listening to a customer experience podcast. There are no guest interviews, no singular topics, and no boring commercials. Instead, Experience This! features a rotating set of fast-paced segments that touch on real customer experiences with real takeaways that can make any company better.

Segments include “CX Press,” where the hosts read and explain the latest customer experience articles “so you don’t have to”; “This Just Happened,” which details real-life experiences that leave a lasting impression; “Required Remarkable,” which features required parts of the experience that could be boring (think legal disclaimers and flight safety videos) but are instead fun and memorable, and “I Love It!/I Can’t Stand It!” where the hosts look at all of the positive and negative aspects of a particular industry’s experience, gaining input from listeners’ own experiences along the way. Even the sponsor message is the unskippable “Check Out This Number,” sharing a critical customer experience statistic that every practitioner should know. 

Experience This! can be found on iTunes and other favorite podcast apps, and show notes are at www.experiencethisshow.com.

Say Goodbye to Focus on Customer Service and Hello to Experience This!

Imagine you make a large purchase after working with a salesperson. Maybe it’s a new car or windows for the house. The salesperson makes lots of promises that the “account manager” or customer service representative can’t keep. Sound familiar?

It did to Joey Coleman, a customer experience expert and keynote speaker who learned that in virtually every industry, between 20% and 70% of new customers will leave a business in the first 100 days. That’s a lot of unkept promises. 

“Basically, companies are hemorrhaging,” he says. “They’re spending all this time, effort, and money acquiring new customers, but not spending a fraction of that time, effort, or money keeping those customers.”

“Getting customers is important, but keeping customers is even more important,” he adds.

Coleman took time out of his busy schedule to talk with me for Episode 51 of the Focus on Customer Service podcast. His passion and enthusiasm for the customer is contagious, which resulted in a lively discussion.

Episode 51 - Why the First 100 Days of a Customer Relationship Is Critical (Joey Coleman)

The Focus on Customer Service podcast celebrates its 50th episode with co-host Dan Moriarty returning to talk about his new role at the Chicago Bulls, and interviewing co-host Dan Gingiss about his new book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media (available on Amazon).

Episode 50 - Dan Gingiss on his new book Winning at Social Customer Care

Although “marketing” is its name, the annual Social Media Marketing World conference in San Diego had much to say about social customer care. 

In addition to the official Customer Service track consisting of six sessions, many marketing speakers spoke about the importance of customer experience and customer service.
 
Episode 49 of the Focus on Customer Service podcast offers up a first-hand account of the customer taking center stage at #SMMW17, including highlights from a dozen speakers.

Episode 47 - How eBay Brings The Shopping Experience to Social Media

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