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Integrating Social Media with F2F Customer Service

Create raving fans of your F2F customers, then unleash them in social media to increase sales at your brick& mortar shop
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6 students enrolled
Last updated 6/2013
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  • 1 hour on-demand video
  • 1 Article
  • 1 Supplemental Resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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Discover How To Harness The Power of Social Media Sites To Ignite Your Business...

In this day and age when customer have too many choice and not enough time, it is important to deliver a remarkable experience.  These remarkable (or even less than remarkable) experience are often capture, recounted and shared online via social media.  

This course explores how brick and mortar, local businesses, can first create positive, remarkable customer experiences and then integrate those efforts with a solid social media presence thereby increasing foot traffic back to their stores.

This course consists of 5 modules with nearly 1.5 hours of videos plus worksheet and checklists to get your started.

Who is the target audience?
  • micro and small business owners
  • solopreneurs
  • locally focused, brick & mortar business
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What Will I Learn?
Recognize the importance of creating a positive, remarkable customer experience
Differentiate between customer service and a customer experience
Recognize the impact employees have on both the customer experience & sales
Cast the right employees into the right roles to create positive customer experiences
Explain a customer touchpoint
Clarify your business' purpose for using social media
Identify which social media tool is most appropriate to meet your business' goals
Augment a face to face customer experience strategy with a social media strategy
View Curriculum
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Curriculum For This Course
Expand All 7 Lectures Collapse All 7 Lectures 01:50:06
Course Introduction
1 Lecture 00:34
Taking it to the next level: Beyond Customer Service
5 Lectures 01:08:54
It is no longer enough to be good at what you do.  You need to go above and beyond and become remarkable.  This lesson will explore what it takes to be remarkable and how social media plays a big role in propelling or sinking a business.
Preview 14:28

In this day an age where we have too many choice and not enough time, it is no longer good enough to provide good customer service.  We must start to provide customer experiences!
Skip the Customer Service

This module explores what it takes to create a customer experience.
Deliver a Customer Experience: Stop the Bleeding

In order not to become too overwhelmed, it is important to choose a few customer touchpoints at which to excel.  This module will explain the concept and focus on integrating the two main touchpoints looked at in this course--the face to face customer experience and social media.
Deliver a Customer Experience: Touchpoints for Excellence

This unit provides a bit more of the nitty gritty to get you started in designing your own program for integrating social media with your brick and mortar business.
Deliver a Customer Experience: Design & Innovate + Wrap Up
Bonus eBook: Social Media Power
1 Lecture 00:00
200 Powerful Social Media Tactics For Increased Sales, Fans & Followers
40 pages
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