It used to be customer service was that desk everybody lined up or that "special" phone number you called when you had an issue with a product or service. For some businesses it still is. Today however these two items have been combined or replaced by social media platforms to allow their customers to interact and receive answers to their problems more quickly. Having social media platform allows your customers to feel they are important to you
(which obviously they are) and it gives them a feeling their voice is being heard. So why does your business need a social customer service platform? Here are a couple of key reasons in my opinion and experience why you need to catch up with the technology.
NEW BUSINESS: When your social media team (Be
it your own employees or a contracted service) interacts with customers, you create a relationship of happy customers who will tell others. It also allows you to offer special offers to them to make them feel good about contacting you.
Also new business is created by offering tips on other products that you can offer by qualifying their needs.
BUILDING VALUE: It is no secret if you use social media with your business, you are looking very visible and savvy for doing business. With younger customers who have money to spend, you are tapping into a market which
shows that social media interaction creates spending by as much as 40%. Your social customer service platform acts a spring-board.
PREVENTIVE MEDICINE: Offering a social customer service platform builds good will with your customers and stops the bleeding of "Nobody will help me" syndrome. This builds your reputation of caring about what your customers think, what you can do to help their situation, and allows word of mouth to spread via their own personal social media outlets that your company is great to deal with and fixing issues.
Whether your business is a Mom and Pop or a large
operation, developing a customer social platform is not a huge investment. Saving your customer base by offering an outlet for their voice to be heard when an issue crops up will pay dividends in the long run. You can use Twitter, your business Facebook Page , your web site, or run it through your CRM tools. Bottom line, make your customer service social!
As I have previously discussed, online social media tools drives business.
How you use them is up to you. Brand awareness now more than ever in this
digital age can make or break your company. You may be Joe's handyman shop in
rural America or a fortune 500 company in New York City. Either way, social
media is being implemented and our society is deeply entrenched in using it.
Here are a few more tips I would like to offer as I continue my blogs on social
media and it's deployment in your business.
Make sure you are out and about meeting people. Networking with
people who are in your industry or potential clients is a key factor. They see
your face. If you don't have the time, send one of your key employees who knows
your business. If you have a marketing person, he or she needs to be at
chamber events, leads groups or other social business events handing out
business cards, promoting your company, or scheduling presentations to talk
about products or services that are relevent to your business. You might be
asking yourself "What does this have to do with social media?" Networking is
social contact my friend!
Create Contact Participation
If you do blogs or offer some kind of newsletter within your web site or
online community, make sure you do something that allows interaction.
Do a contest for a chance to win a prize, solicit nominations for a free service,
offer to do a business spotlight, anything that creates interaction. This
creates a tighter client-business relationship and makes them feel like you care
about them not only as a customer but as a friend.
Be Current & Up To Date
Keep your social media interaction up and current.
Don't post something and forget about it. Nothing is more annoying than having
a customer check your website or Twitter feed to find "Happy 4th of July" and
it's September. If you do not have time to post, don't post at all.
(Find someone who can for you)
Link, Link, Link
Make sure you link to everything and everywhere.
From your website, link to Facebook, Twitter, Pinterest, whatever you using.
Make sure those same sites have links back to everything else you do.
It creates more impressions, increases your position on search engines, and allows
Don't Be Cruel (With Apologies To Elvis)
Keep in mind that many of your clients have no clue about landing pages, what
a "tweet" is or what those funny boxes called Quick Response Codes are. Help
them find you. Help them understand and use social media. It creates word of
mouth referrals to your business.
I hope this helps you and your business deploy
social media to its best potential. If you have questions, visit my website and
contact me via my portal. Get Social!
Markeing,especially in today's uncertain economy can be at the very least, a "hair
pulling experience." Some of us don't even have any hair left to pull. Here
are some tips that I found to be "standards in the industry" that will work if
you follow through. These tips in and if you don't you should. I hope you find
these useful.Marketing, especially in today's uncertain economy can be at the
very least, a "hair pulling experience." Some of us don't even have any hair
left to pull. Here are some tips that I found to be "standards in the industry"
that will work if you follow through. These tips
Listen To The Customer
Understand what your customer needs. Look through what they are saying and
help build a relationship to gain value in their growth. If you don't
understand your customer, how are you going to help them? Don't say "We can do
that" when in fact you really can't.
Know your Market or Vertical
Nothing is worse than going to market and committing
business suicide because you dont' know who you are selling to. Select your
customers you wish to target, study that vertical they are in, manage your
customers professionally. If you don't know their business make-up, how can you
expect to be of any value to them?
You must have
ties with your customers, with your vendors or distributors, and with your
staff. Everyone must be in your playbook if you want that home run, touchdown,
or winning basket. You are developing a relationship that you want for years to
come. If you are looking for a one stop sale, you can stop reading now.
I am going to use this term in the context of your
competition. It can be used as a global experience but most of you are focused
on your local market growth and your competition. The term "I don't need to
worry about what my competition is doing." is insane. Always watch your market
and see who is playing in it. As your vertical grows, your customer base grows
and if you're not in that circle, you need to find out why. What is your
competition doing? Are they getting a larger pieces of that pie? If so, why?
An example I can use here is health care. This is a huge vertical right now.
Marketing to this industry is on fire right now.
Every customer wants value. they want to know their ROI
with you. What is your value statement? Is it clear and concise to your
customers? Do they know doing business with you is going to not only going to
help grow their business but it will bring value to them and save them money?
If they don't understand this why should they do business with you?
Short term-Long Term Investments
How you position yourself in the market place as far as
investing in your business in this present day economy is tricky. Some look for
the short-term due to uncertainty in the business climate yet you can
short-change yourself if you don't look at the big picture down the road. I can
say this. If you don't do some investing in the tools of your trade for things
like lead generation, CRM software and support, you are setting yourself up for
a long and difficult climb.
I hope the above mentioned items will be of some help to you. Check out my
web site, Facebook site, and Twitter feeds for more information. Thanks!