Comments on: Why Customer Service Should Be in Your Social Media Marketing Strategy

By: verygoodservice

verygoodservice — Sun, 22 Nov 2009 00:41:46 +0000

Some of the trends highlighted in this post are continuing to develop with more and more high street retailers not only establishing a presence on Twitter but using it for proactive customer service

By: Apple's Social Media Plan is a Failure » Techipedia | Tamar Weinberg

Apple's Social Media Plan is a Failure » Techipedia | Tamar Weinberg — Thu, 22 Oct 2009 13:16:44 +0000

[...] Apple to port their customer service wholly over to Twitter, but Apple does little in terms of customer service issues altogether. They have discussion forums that are visited by moderators who merely police the [...]

By: Rocket Rachel

Rocket Rachel — Mon, 21 Sep 2009 15:39:24 +0000

Social media marketing really provides your company with a face. Whether you are tweeting about something funny that happened at the office this morning or Facebook-ing about a new promotion you are doing on Tuesdays, people will start to feel like they know you and your company. This is invaluable. Our society is moving towards a more and more impersonal way of living. Instead of picking up the phone, we tend to text. Emails are preferred over hand written letters. Social media allows us an inside look at the companies we use everyday. If you follow the guys at zappos.com (@zappos) on twitter you will get a real sense of who they are. The company I work for (@gorocketfuel) likes to promote our work while showing our fun side through twitter and Facebook. Social media is a fantastic way to bring that neighborhood business charm back to a increasingly dispassionate world.

By: Promotional Products

Promotional Products — Tue, 25 Aug 2009 20:58:31 +0000

No matter what network or medium you use, customer service should be a top priority. If you are trying to sell a product, your customers are your business and it is your responsibility to provide them good customer service or you will fail.

By: The Taxi Driver and the Social Conversations Economy « a groovyweb

The Taxi Driver and the Social Conversations Economy « a groovyweb — Sun, 23 Aug 2009 04:08:07 +0000

[...] context. Here’s something I am passionate about. My pet agenda, as a life-long customer advocate, customer service as a social media/marketing strategy. Plus a ‘one-tiered’ social conversations strategy I thought out to get the ball [...]

By: Zappos and its Customer « a groovyweb

Zappos and its Customer « a groovyweb — Mon, 10 Aug 2009 22:04:12 +0000

[...] I’m beginning to see where I can go with this blog and where my convictions lie in the face of social media engulfing the world. Quite simply: Your audience and your customers. [...]

By: sam39

sam39 — Wed, 05 Aug 2009 18:23:18 +0000

Right on. A business should make its customers feel at home and could even use YouTube and other online video sites like Vimeo and AdWido to promote a positive image.

By: Persuasive Picks for the week of 07/19/09 : PerkettPRsuasion – The PerkettPR Blog

Fri, 24 Jul 2009 20:15:40 +0000

[...] Why Customer Service Should Be in Your Social Media Marketing Strategy Tamar Weinberg shares this great post that reminds us how important customer service can be when engaging in social marketing strategies. [...]

By: Tamar Weinberg

Tamar Weinberg — Wed, 22 Jul 2009 23:17:58 +0000

“It’s less about service and more about perception of service.”

Good way to put it. Yes, I do agree, but I do hope that it’s about actually giving the service where appropriate. If not, then showing that you care is a big important part of it. Let the customer feel valued even if you can’t help him. That’s a surefire way to maintain the relationship.

By: Ely Rosenstock

Ely Rosenstock — Wed, 22 Jul 2009 23:08:46 +0000

Good response. The onus is on the company to make the customer feel like they matter. The goal, if I understand you correctly, is not to help everyone, but to make everyone feel like they’re being helped (and hopefully helping some people in the process). It’s less about service and more about perception of service.

If that is what you mean, than I agree. I think social media customer service doesn’t scale and people who think that they will be helped quicker in the future because they can Twitter a company are not going to be happier 5 years from now. Social media customer service is a form of marketing…marketing the company as a friendly, customer-obsessed organization.

There may be individual stories about people getting their phone service back up quicker because of SM but that too is just more marketing dollars at work, not customer service dollars.