Nadia Le Grange

[Nadia Le Grange @le_nady]

#EP32 Overcoming Barriers:
Select employees carefully
Continually educate employees
Give employees authority

[Nadia Le Grange @le_nady]

#EP32 Monitor performance with following systems:
Service audit system
Customer feedback system
Employee feedback system

[Nadia Le Grange @le_nady]

#EP32Address Serviceproblems:
Provide employees with performance feedback
Changes systems to help employees
Listen to dissatisfied customers

[Nadia Le Grange @le_nady]

#EP32 Disinterest and inconvenience are two reasons why customers don't give feedback.

[Nadia Le Grange @le_nady]

#EP32 Systems used to monitor #Service Standards:
Service Level measurement system
Service assessments and employee motivation

[Nadia Le Grange @le_nady]

#EP32 Three elements used to monitor #Service Standards:
Measurement
Feedback
Improvement

[Nadia Le Grange @le_nady]

#EP32 Effective #ServiceStandard can be established according to 3 steps:
Understand your customers
Define standards
Maintain standard

[Nadia Le Grange @le_nady]

#EP32Effective #ServiceStandards to name a few:
Create customer-orientated standards
Write a specific standard
Develop realistic standards

[Nadia Le Grange @le_nady]

#EP32. Problems in #ServiceStandards:
No real changes made
Changes are irrelevant to customer
Service initiatives are not constant

[Nadia Le Grange @le_nady]

#EP32. Service standards causes that a company experiences two types of customers. Type 1: Repeat customers and Type 2: Employee Retention.

[Nadia Le Grange @le_nady]

When analysing Social media, there are two approaches that can be used.
1) Computational Methods
2) Human Analysis.

[Nadia Le Grange @le_nady]

5 Steps in setting up an electronic campaign: 1) Goal setting 2) Choosing social media channel 3) Content 4) Evaluation 5) Adaption.

[Nadia Le Grange @le_nady]

Most popular as well as most used social medias is Facebook, Twitter, Blogging and YouTube.

[Nadia Le Grange @le_nady]

Social media is said to be an empowering tool and equaliser due to the fact that is used for self-expression.

[Nadia Le Grange @le_nady]

Social media increases awareness of an organisation's brand as well as connects and engages with the public at a low cost.

[Nadia Le Grange @le_nady]

"Social Networking sites are shaped by four elements: Persistence, Searchability, replicability, & Scalability" stated by Boyd.

[Nadia Le Grange @le_nady]

Social Networking Sites creates an opportunity for a PRP to engage with the public & to generate an interest in their organisation.

[Nadia Le Grange @le_nady]

82% of the online population are engaged with social media sites and 20% of time spent online is spent on Social Networking Sites.

[Nadia Le Grange @le_nady]

In the Year 2012, 1,2 billion people engaged in Social Media which is 20% of the world's population of 7 billon people.

[Nadia Le Grange @le_nady]

The invention of social media has allowed the way we communicate to change in means of who we communicate with as well as where and when.