Comments on: Why Customer Service Should Be in Your Social Media Marketing Strategy http://www.techipedia.com/2009/customer-service-social-media/ tamar weinberg is a digital marketing specialist, social media consultant, and tech geek at heart Thu, 09 Feb 2012 15:06:11 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Attack of the Consumer! The Many Ways Consumers Can Put You Out of Business Online » Techipedia | Tamar Weinberg http://www.techipedia.com/2009/customer-service-social-media/#comment-341170 Attack of the Consumer! The Many Ways Consumers Can Put You Out of Business Online » Techipedia | Tamar Weinberg Tue, 17 Jan 2012 14:06:01 +0000 http://www.techipedia.com/?p=409#comment-341170 [...] and largest selection of products means nothing on the Internet if you don’t back it up with incredible customer service. Treat customers badly and you will be out of business – period! Bad customer service will get [...] [...] and largest selection of products means nothing on the Internet if you don’t back it up with incredible customer service. Treat customers badly and you will be out of business – period! Bad customer service will get [...]

]]> By: How Do You Socialize an Already Social Brand? » Techipedia | Tamar Weinberg http://www.techipedia.com/2009/customer-service-social-media/#comment-174680 How Do You Socialize an Already Social Brand? » Techipedia | Tamar Weinberg Wed, 01 Dec 2010 14:34:00 +0000 http://www.techipedia.com/?p=409#comment-174680 [...] Customer service is the new marketing. Social media brings customer service to a higher level, and in fact, it also reduces costs. It’s no wonder that we’re now trying to award people for the best social media customer service; some companies are doing a wonderful job by taking concerns seriously and showing that they genuinely want to help. Are you representing a magazine and hear a tweet where a customer complained that her magazine didn’t arrive last month? Take initiative to set things right. If someone is offering advice about the software product you created, thank him for his feedback, and if practical, escalate it to the teams who can make it happen. With big brands, there may be a better process — perhaps you can offer a URL for the customer to send product feedback. Either way, don’t let these opportunities pass you by. [...] [...] Customer service is the new marketing. Social media brings customer service to a higher level, and in fact, it also reduces costs. It’s no wonder that we’re now trying to award people for the best social media customer service; some companies are doing a wonderful job by taking concerns seriously and showing that they genuinely want to help. Are you representing a magazine and hear a tweet where a customer complained that her magazine didn’t arrive last month? Take initiative to set things right. If someone is offering advice about the software product you created, thank him for his feedback, and if practical, escalate it to the teams who can make it happen. With big brands, there may be a better process — perhaps you can offer a URL for the customer to send product feedback. Either way, don’t let these opportunities pass you by. [...]

]]> By: Tamar Weinberg http://www.techipedia.com/2009/customer-service-social-media/#comment-154192 Tamar Weinberg Thu, 29 Jul 2010 12:58:13 +0000 http://www.techipedia.com/?p=409#comment-154192 Thanks for commenting, Lesley. It's really important to keep your customers happy for the duration of their patronage, and you're so right! Customers can disappear at any time. As far as that message, oy... doesn't sound too good for them! Thanks for commenting, Lesley. It’s really important to keep your customers happy for the duration of their patronage, and you’re so right! Customers can disappear at any time.

As far as that message, oy… doesn’t sound too good for them!

]]> By: Lesley Aveyard http://www.techipedia.com/2009/customer-service-social-media/#comment-154151 Lesley Aveyard Thu, 29 Jul 2010 07:19:31 +0000 http://www.techipedia.com/?p=409#comment-154151 Great article - thanks for this. Without customers we have no business do we? Do people get so wrapped up in winning new customers that they forget about 'looking after them'? I met a new client the other day who was stressing about winning more business, gaining more customers. On closer inspection, this client had over 14K customers on their database alone, and quite a substantial number on Facebook too. The clients attitude was that these particular customers knew all about his company because they had already made a purchase and was happy to just leave them 'sitting there' whilst he went out to discover more. Customer service as we all know is not just about putting issues right, it's about 'before, during and after' the sale and I think this client is a prime example of many companies out there who do not openly demonstrate the value of the customer. A great experience breeds influence and positive feelings. Customer service is not placed high up on some agendas - it should be first and foremost. Working out how to utilise customer opinions, needs, wants, preferences as well as how to deal with any negative issues should be in place before anything else, and certainly so if handling customers online. I contacted the agency handling Justin Nozuka yesterday - fans were spammed for over 15 hrs with the same message both on Facbook and Twitter, with dates for a gig that had already happened and many were so cheesed off like me, that they hid his feed. Everytime they commented on his wall and complained, these comments were 'auto liked' which rubbed salt in the wounds. The agency emailed me back saying it was a technical glitch which they had now put right and posted a 2 sentence apology on his wall to fans. I would probably have tried to do a little more than this - he has around 120K fans across the 2 networks. What do you think? Great article – thanks for this.
Without customers we have no business do we? Do people get so wrapped up in winning new customers that they forget about ‘looking after them’?

I met a new client the other day who was stressing about winning more business, gaining more customers. On closer inspection, this client had over 14K customers on their database alone, and quite a substantial number on Facebook too. The clients attitude was that these particular customers knew all about his company because they had already made a purchase and was happy to just leave them ‘sitting there’ whilst he went out to discover more.
Customer service as we all know is not just about putting issues right, it’s about ‘before, during and after’ the sale and I think this client is a prime example of many companies out there who do not openly demonstrate the value of the customer.
A great experience breeds influence and positive feelings.
Customer service is not placed high up on some agendas – it should be first and foremost. Working out how to utilise customer opinions, needs, wants, preferences as well as how to deal with any negative issues should be in place before anything else, and certainly so if handling customers online.
I contacted the agency handling Justin Nozuka yesterday – fans were spammed for over 15 hrs with the same message both on Facbook and Twitter, with dates for a gig that had already happened and many were so cheesed off like me, that they hid his feed. Everytime they commented on his wall and complained, these comments were ‘auto liked’ which rubbed salt in the wounds. The agency emailed me back saying it was a technical glitch which they had now put right and posted a 2 sentence apology on his wall to fans. I would probably have tried to do a little more than this – he has around 120K fans across the 2 networks. What do you think?

]]> By: Customer Service 2.0 – Have Gripe, Will Tweet « The Fosbury Flop: http://www.techipedia.com/2009/customer-service-social-media/#comment-152995 Customer Service 2.0 – Have Gripe, Will Tweet « The Fosbury Flop: Wed, 21 Jul 2010 15:20:22 +0000 http://www.techipedia.com/?p=409#comment-152995 [...] Realizing that this audience is a heavy user of social media, Bolt Bus has leveraged tools such as Twitter (where it boasts more than 21,000 followers) and Facebook to communicate with its riders.  It does some smart things such as encouraging passengers to submit Twitpics that they upload to their Facebook page.  They also get that good customer service is good social media marketing. [...] [...] Realizing that this audience is a heavy user of social media, Bolt Bus has leveraged tools such as Twitter (where it boasts more than 21,000 followers) and Facebook to communicate with its riders.  It does some smart things such as encouraging passengers to submit Twitpics that they upload to their Facebook page.  They also get that good customer service is good social media marketing. [...]

]]> By: Richard A. Lewis http://www.techipedia.com/2009/customer-service-social-media/#comment-152923 Richard A. Lewis Tue, 20 Jul 2010 17:29:59 +0000 http://www.techipedia.com/?p=409#comment-152923 Customer Service is often the last thing considered in any strategy when it should be the first. Thank you for putting that together Tamar in this article. Customer Service is often the last thing considered in any strategy when it should be the first. Thank you for putting that together Tamar in this article.

]]> By: Social Media Strategy from A to Z » Techipedia | Tamar Weinberg http://www.techipedia.com/2009/customer-service-social-media/#comment-143579 Social Media Strategy from A to Z » Techipedia | Tamar Weinberg Sun, 30 May 2010 13:35:25 +0000 http://www.techipedia.com/?p=409#comment-143579 [...] This shift is becoming increasingly more obvious. The role of customer service online is becoming equivalent to social media marketing. If you use the online space to offer customer service, you are essentially marketing yourself. [...] [...] This shift is becoming increasingly more obvious. The role of customer service online is becoming equivalent to social media marketing. If you use the online space to offer customer service, you are essentially marketing yourself. [...]

]]> By: Social Media Is A Commitment – The Buzz Bin http://www.techipedia.com/2009/customer-service-social-media/#comment-140093 Social Media Is A Commitment – The Buzz Bin Fri, 21 May 2010 15:56:37 +0000 http://www.techipedia.com/?p=409#comment-140093 [...] the audience determines your network participation as a brand shouldn’t the message be tailored to them as well? Jon expanded on this: “Now that you have gathered friends and followers (and want to [...] [...] the audience determines your network participation as a brand shouldn’t the message be tailored to them as well? Jon expanded on this: “Now that you have gathered friends and followers (and want to [...]

]]> By: How to Use Facebook for Business and Marketing » Techipedia | Tamar Weinberg http://www.techipedia.com/2009/customer-service-social-media/#comment-138135 How to Use Facebook for Business and Marketing » Techipedia | Tamar Weinberg Tue, 11 May 2010 15:24:38 +0000 http://www.techipedia.com/?p=409#comment-138135 [...] You’ll find that as your page grows, you’ll likely be tasked with handling customer service issues. People don’t care who is running the social media presence online; if it’s the marketing department, they’ll still demand technical support. Help them where you can or redirect them to the phone number, email address, or contact link that gives them direct contact with your support representatives. Be on your best behavior — after all, good customer service is good social media marketing. [...] [...] You’ll find that as your page grows, you’ll likely be tasked with handling customer service issues. People don’t care who is running the social media presence online; if it’s the marketing department, they’ll still demand technical support. Help them where you can or redirect them to the phone number, email address, or contact link that gives them direct contact with your support representatives. Be on your best behavior — after all, good customer service is good social media marketing. [...]

]]> By: Customer Relations and “sucks” Websites « Idrach: Thoughts and Musings http://www.techipedia.com/2009/customer-service-social-media/#comment-128149 Customer Relations and “sucks” Websites « Idrach: Thoughts and Musings Wed, 31 Mar 2010 10:05:14 +0000 http://www.techipedia.com/?p=409#comment-128149 [...] to a plug from Amazon for this book, I have found this interesting article, written from the marketing perspective (the people who were normally desperate to have the sites [...] [...] to a plug from Amazon for this book, I have found this interesting article, written from the marketing perspective (the people who were normally desperate to have the sites [...]

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