Customer service through social media is becoming mandatory. Your customers will be talking about you--whether you are there or not. It serves their needs, and your reputation, if you are there for the conversation they have started. The best solution is to work actively in social media and use it to your advantage. Below are suggestions for entering the social media arena.
LISTEN and LEARN: Browse around social media sites. Learn the protocols and etiquette of these sites if you are new to this world before you start talking. Before you jump in to support your brand, listen and understand what the customer is saying.
LEARN MORE: Remember that this is free marketing research. Are there certain topics that dominate discussions of your industry? What is being written about your firm? While one remark may not be representative of the majority of your customer’s views, every comment out there may contain the hint of a way to make your product better, or perhaps identify some uses you never thought of.
LISTEN. ASK. LISTEN: The best thing about social media is it puts you directly in touch with your customers. Use this powerful medium to listen to your customers. Ask them what you can do to make their lives simpler. That’s the easiest way to increasing customer satisfaction and retention…determine what they need!
ACT: If there is a problem, or an unmet need, open a dialogue with the user. Ask questions to fully understand the issue, and propose a resolution.
DON’T IGNORE: If you decide to place your brand out in social media-- be diligent. Never ignore customers. Concerns that seem simple, petty, or trivial: they are not. If it didn't matter to the customer, they wouldn't have logged-on to type. Remember, any failure to respond effectively will be broadcast widely.
FOLLOW-UP: Immediately follow-up (and tell the customer that you will be doing so) so that they know you care about service. Many people in business now prefer to be “followed-up” via e-mail, and not on the phone. Always leave room at the end for any OTHER comments they may have. “How would you improve the product?” “Could we have found a better way to resolve your concerns?”
NO SCRIPTING: Be you on your blog/Facebook/Twitter interactions. Do not use scripted answers. When someone reaches out to you on a social networking site, they are not looking for an automated response. Be the real person they want to talk to. Nothing annoys more than a canned sentence response--and yes, everyone knows if one is used.
DON’T BLUFF: This rule applies to customer service through any channel, not just to social media. But bluffing on social media can prove even more costly. Your inability to stand good on your promise will be broadcast to net surfers around the world.
ENCOURAGE YOUR TEAM: While it’s great to have your top management blog and be in touch with customers, it’s even better to have your team interact with customers. Let’s face it—the front-line team is the one in contact with customers in the off-line world. So, let them play to their strengths online too.
Interacting with your clients on social media lends you a unique perspective. You gradually learn that your customers are not just your target audience, but real people with real needs. And this understanding automatically helps you serve your customers better.
LISTEN and LEARN: Browse around social media sites. Learn the protocols and etiquette of these sites if you are new to this world before you start talking. Before you jump in to support your brand, listen and understand what the customer is saying.
LEARN MORE: Remember that this is free marketing research. Are there certain topics that dominate discussions of your industry? What is being written about your firm? While one remark may not be representative of the majority of your customer’s views, every comment out there may contain the hint of a way to make your product better, or perhaps identify some uses you never thought of.
LISTEN. ASK. LISTEN: The best thing about social media is it puts you directly in touch with your customers. Use this powerful medium to listen to your customers. Ask them what you can do to make their lives simpler. That’s the easiest way to increasing customer satisfaction and retention…determine what they need!
ACT: If there is a problem, or an unmet need, open a dialogue with the user. Ask questions to fully understand the issue, and propose a resolution.
DON’T IGNORE: If you decide to place your brand out in social media-- be diligent. Never ignore customers. Concerns that seem simple, petty, or trivial: they are not. If it didn't matter to the customer, they wouldn't have logged-on to type. Remember, any failure to respond effectively will be broadcast widely.
FOLLOW-UP: Immediately follow-up (and tell the customer that you will be doing so) so that they know you care about service. Many people in business now prefer to be “followed-up” via e-mail, and not on the phone. Always leave room at the end for any OTHER comments they may have. “How would you improve the product?” “Could we have found a better way to resolve your concerns?”
NO SCRIPTING: Be you on your blog/Facebook/Twitter interactions. Do not use scripted answers. When someone reaches out to you on a social networking site, they are not looking for an automated response. Be the real person they want to talk to. Nothing annoys more than a canned sentence response--and yes, everyone knows if one is used.
DON’T BLUFF: This rule applies to customer service through any channel, not just to social media. But bluffing on social media can prove even more costly. Your inability to stand good on your promise will be broadcast to net surfers around the world.
ENCOURAGE YOUR TEAM: While it’s great to have your top management blog and be in touch with customers, it’s even better to have your team interact with customers. Let’s face it—the front-line team is the one in contact with customers in the off-line world. So, let them play to their strengths online too.
Interacting with your clients on social media lends you a unique perspective. You gradually learn that your customers are not just your target audience, but real people with real needs. And this understanding automatically helps you serve your customers better.
For more information visit www.newplans.com or e-mail at support@newplans.com
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