May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Nov 19 Posted 5 years ago
I loved reading this post. It seems its been a long time since I've read a post like this. I think we get so caught up in the excitement of search engine marketing that sometimes companies tend to forget the basic customer service principals that are so important in today's marketplace.
I used to work for AT&T Advertising & Publishing as a "Search Engine Marketing Specialist" and I couldn't believe the lack of customer service that was provided to Yellowpage advertisers that were experiencing their first search engine marketing campaigns ever.
Small businesses need the individual attention and guidence when running search engine campaigns, and I felt that they simply were treated like a number. Large corporate companies, in my opinion, will never be able to provide the basic customer service for advertisers that they need to confidently enter the world of internet advertising. This is the main reason I left corporate america in order to give the control back to the local small business owner.
Thanks for the post!
Nov 16 Posted 5 years ago Apparently United Airlines is still not listening - http://bit.ly/Sp81v post by John Battelle this weekend on the issue.
Nov 15 Posted 5 years ago Here's relevant and related discussion around Maclaren's epic stroller recall and lack of attention to social media - What They Didn't Teach You at Harvard...About Crisis Management and Social Media.
Nov 14 Posted 5 years ago This is exactly the focus of Social Media Today's newest conversation, at TheSocialCustomer.com. Please mosey over and join up there as well...
Nov 13 Posted 5 years ago @ Y. King - you should have them watch this video on the culture at Zappos. http://www.youtube.com/watch?v=tFyW5s_7ZWc
Nov 13 Posted 5 years ago I really appreciate your comments and those who respond.
I have a question, for everyone. I work for a small yet international chocolate and confections company. I recently joined to oversee our company's website with shopping cart. We make great products that many enjoy and the owners want to expand their reach via more web sales. Their policy, since the beginning over 4 years ago, is when a customer orders, they require them to accept a "heat waiver" policy whereby the company is not responsible for any heat damaged chocolates caused through shipping. In addition, they do not make much effort to protect the product during shipping because the cost to do so is "too expensive". I have seen them look at the weather map and if it's hot, contact the customer and tell them their order is at risk, and ask if we would like to delay shipment until its cooler.
Comments please, I need objective input on this type of "customer service". Thanks!
Nov 12 Posted 5 years ago As I spoke about recently at Twtrcon, I think the essentials are:
- Get online and keep it simple with a conversational hub that you own so that you're not bouncing around and being inconsistent.
- Be human and authentically talk about what you are passionate about. That is what will make you remarkable.
- Connect where your audience is - don't make it hard for them to reach you however they want to. Be where your customers are rather than forcing them to come to you.
- And a half for extra emphasis - LISTEN and RESPOND and SERVE consistently using tools that help you to focus on the people and conversations that matter most.
We believe a lot in those inherent, holistic needs, and that drives a lot of our work in terms of what we are trying to build into our platform (of which my profile is an example).
Nov 12 Posted 5 years ago Everything is about customer service now. With so much info and resources on the net. If you don't keep your customers happy, someone else will.
I posted about making your blog your customer service center a few weeks ago.
Nov 12 Posted 5 years ago Thanks! I'll be posting a series of thoughts on where things go from here on my main profile at http://hawkinson.cloudprofile.com to try to distill the learning from the 400 thousand small businesses that we've had the opportunity to work with on our first gen platform. In a nutshell though, I still think it's early days and we'll see a year of small businesses ramping up with some basic mechanics of social media, including:
- The emergence of social media hubs - a presence for a business that is above the level of any single social network. That's what we're working to create with our platform.
- Small businesses embracing their roots and starting talk passionately about their businesses online. The core form will be interactive light blogs that are easy to use but rich enough in content and depth.
- Enough people getting results (positive and negative) that they will start to leverage tools to really listen to and respond to customers online.
Nov 12 Posted 5 years ago "It's not rocket science." I love this quote. You've really nailed it with this post and the Dave Carroll example is classic.
Where do you think social media goes from here?