In many ways, social media is just another channel. Most of the marketing techniques they teach in business school are just as applicable to social media as they are to direct mail. And if you’ve worked in or managed a call center, translating those skills to social is relatively straightforward. But here’s the big difference: Whereas traditional marketing and call centers have focused on 1-to-1 experiences and, in the case of mass marketing, 1-to-many, social media introduces the phenomenon of many-to-many experiences.
How can you manage conversations with your customers if 24/7, round-the-clock support isn't feasible? How can you still manage to exceed the expectations of your customers? Take a look at these 5 great alternatives to make sure you can still deliver smooth customer interactions over the weekend, during and outside peak hours, and those make or break crisis moments.
“Customer service is the new marketing.” I’ve probably tweeted that a dozen times, and I think about it almost every day. But social media conferences – and the practitioners who attend them – have continued to be divided into two tribes as if they were playing Survivor : the Marketing tribe and the Customer Service tribe.
Nowadays, social media is one of the most important channels for customers to reach out to with complaints or questions. What happens behind the scenes usually stays a secret. How exactly is your brand handling social customer care? And more importantly, how are you organizing your social customer care team?
The hours when your audience is talking to your brand has a big influence on the hours you yourself need to be active. This is typically highly dependent on the industry you’re in. The first step in understanding this is by monitoring when your community is active to help you define your framework for social customer service. Notice any peaks during the day? Make sure you are providing customer service during these hours.
Each and every consumer with an internet connection can broadcast their negative experiences with your brand for countless others to read about, making proper handling of these situations imperative. But great response and timely solutions can help brands to maintain current customers, and even reach new ones. Simply put, superior customer service is the key to customer loyalty and increased sales, and social media is an effective tool to deliver that service.
So how do you manage your customers’ conversations if 24/7, round-the-clock support isn’t feasible? How can you exceed expectations and enable smooth interactions over the weekend, during and outside peak hours, and those make or break crisis moments?
When launching a new small business or working hard to grow an existing one, we can get so caught up in looking for ways to promote our business and bring in revenue, that we can forget one of the most important factors in our short and long-term success: what it means to deliver great customer service.
It’s interesting that we regularly read articles or comments about high levels of staff turnover, but it is very rare to discover any commentary about customer turnover – it is almost as if it is a taboo subject; that there is shame attached to it, an embarrassment. Why? I suppose it is an admission of failure.
While content is King, it has to be joined with other strategies to form an entire advertising package. By examining the visitors who didn’t convert, an organization can retarget specific traffic and promote the brand to all those individuals.