Use Case
Club Med
Social networks and customer relationship management
Team
training
8 hours
of training
Score
in progress
10
participants
Training content.
Learning objectives
Understand the impact of social networks in customer relationship management
Use Instagram, Twitter and Facebook to manage customer relations
Know how to respond to and handle customer requests on social networks
Analyse one’s performance
A fully personalized :
1 | Instagram
Introduce and get to grips with Instagram
Use private messages to manage follower requests
Know the different types of publication: advantages and disadvantages & good practices
2 | Twitter
Twitter: rules, post management, operation, composition of a tweet (format, symbols, hashtags, etc.)
Use direct messaging to handle requests
Strengthen your online relationship with customers
Concrete examples of good practice on Twitter
3 | Facebook
How to moderate your Facebook page and engage your community
Use instant messaging as a customer management tool: the importance of chatbots
Create content adapted to the challenges of customer relations
4 | Analysis
Establish a roadmap according to Club Med’s challenges
Know the right KPIs to analyse (reactivity, followers, satisfaction rate, recommendation…)
Analyse your statistics on Facebook and Twitter
Improve your performance on a continuous basis
Results.
In-depth knowledge of the different features and publication types of Facebook, Twitter, Instagram
Online best practices to improve customer relations
Ability to improve performance by mastering KPIs