7 Digital Marketing Trends That Will Dominate 2015
January 21, 2015
Facebook is the new Phonebook
May 1, 2013
Life Just Got Easier with New Private Messaging Tools from Facebook
November 17, 2015
Got Customer Service?
September 22, 2014
Things are changing so fast, a year ago if a customer had a question about customer care and got a response on social media they were surprised. Now people expect to see a response and feel unimportant if they don’t get one.
The Good….Delivering great social media customer service gives you a chance to really make a difference to fans / potential clients and gives the customer a chance to share their stories with people. I love the story that Mari Smith tells: she was waiting for her plane and it was delayed. She forgot her charger so she tweeted that she would be offline soon since she was running out of charge for her phone. The airlines saw her tweet, found her flight, and sent a person to deliver a charger to Mari! Now that is customer service! Needless to say Mari posted about the airline and how great they were. You can’t buy this this type of publicity but you can miss out on it if you are not watching your brand’s social media.
I love these additional stories of fantastic customer service: http://blog.bufferapp.com/great-customer-service-legendary
The Bad…. People have their smart phones and when something upsets them (a plane is delayed, a product doesn’t deliver) they turn to social to complain. If your company isn’t there to answer questions and help solve problems, not only does your brand miss out, but it can cause people to keep complaining. For every bad comment it takes five positive comments to outweigh it.
One of the big issues is keeping up with what people are saying, they can be posting in many places, Facebook, Twitter, Google+ to name a few and it is easy to miss a post. Plus people want a response within a short time. So not only do you need to watch social, you need a team in place to respond to people in a timely manner. And if you don’t resolve it can get ….Ugly.
If you only look to social to sell your product you will miss out. Fifty percent of people that engage in a brand on social will buy their products, plus they share about your brand. You want the good: people sharing positive stories about your brand, not the bad or even ugly when a customer is dissatisfied and wants to share with the world how frustrated they are about your product!
Clients come to DDW for strategy on not just their social media marketing, but also their overall customer service strategy. Making social media a priority for your customer service platform is no longer considered just a bonus or an extra expense that is added into your budget at the last minute. Good customer service is imperative to any thriving business, and ignoring social media customer service can hurt your brand in a matter of minutes. If you’re not already accounting for social media customer service for your company, let’s talk!