Social Media: Are you listening to the good stuff too?

Thursday, November 3, 2011

“Oh no. Have you seen what this guy said about us on Twitter?” Words to strike dread into any Marketer. “Stop what you’re doing, we need to fix this. Now” If you monitor social media mentions of your brand, you’ve probably experienced a variation of this scenario yourself. It’s not fun and depending on what’s happened it can be a small inconvenience or a major headache. Like any good social media-aware marketer this is why you monitor and you know how you need to respond. You have a strategy for dealing with negative comments and feedback – that’s great, you definitely need one. But what about your strategy for dealing with positive feedback? Huh? Come again?

Salesperson of the Month: your Customer

Thursday, August 11, 2011

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Which do you trust more – a brand and its advertising or the opinion of your friends? Unless you hang round particularly unsavoury types then I’m guessing you answered your friends. When you buy a product on Amazon do you check the reviews before you buy? If you’re like me, you do. Why? Social proof. When in doubt, you’re not going to blindly believe in the spiel from the company trying to part you from your cash, you want to see what other people - like you - have to say about their purchase. So you trust your immediate peers the most but you'd trust a stranger 'like you' before you trust a company. That says a lot.

Cut your advertising budget by 10% and invest in customer service

Monday, May 30, 2011

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What do you think would happen if you took 10% of your advertising budget and invested it in customer service? Your immediate reaction might be to think that whilst it’s a nice idea, it’s too risky to cut an advertising budget that doesn’t quite go far enough already. No Marketer in their right mind would willingly give up some of their budget anyway, right? I’ll be honest, I’d be a little nervous making that suggestion to my Finance Director too. But let’s just play out the thought process here

8 Steps to Fixing your Customer Experience

Wednesday, August 18, 2010

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The customer service department is unlikely to be the first port of call for a marketer looking to improve their performance. However, if you want to make a significant difference to your website’s performance, its worth walking over and saying hello. Whilst your outbound marketing – TV, display advertising, video, etc. – might be more exciting at first glance, it’s the information collected by Customer Services that is arguably more valuable to your business.

The Good, the Bad and the Ugly of Customer Service via Twitter

Wednesday, July 28, 2010

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What’s worse – not providing customer service or providing poor customer service? That’s a question I’ve pondered recently as a consumer, whilst experimenting with utilising Twitter as a means of contacting brands when I’ve needed assistance. It’s been an interesting and varied experience, something we as marketers should consider for our own businesses. You don’t need me to tell you times are changing. With the prolific adoption of social media, companies that are not monitoring brand mentions are missing a huge opportunity to serve their customers or to build / repair their reputations. The conversations about your brand are happening in the social space whether you like it or not. Making like an ostrich and sticking your head in the sand is not going to make it go away.

Great Customer Experience – Every Little Helps

Wednesday, March 10, 2010

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Great Customer Experience – Every Little Helps

It’s well established that a great experience can make all the difference in keeping a customer beyond their initial purchase. The best customer experience is when you can make their interaction with you so pain-free and simple that it becomes a no-brainer to return for more. Healthy stock levels, useful product info, error-free payment processes, and prompt delivery – they’re all hygiene factors if your business is to provide a good customer experience. However, for a great customer experience, you need more. You need to think smarter.

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Posts Tagged with "customer service"