Posts Taged customer-service

Five Ways You’re Sabotaging Your Social Marketing

Sabotaging Your Social Marketing

Search for advice about running a social marketing campaign, and you’ll find countless blogs, articles, videos, and white papers offering wisdom. The enormous body of work that’s been created about the topic can lead new marketers and business owners feeling overwhelmed and unsure where to start. Nonetheless, they jump in and try to do their best. Here are 5 mistakes we often see novice marketers making which can sabotage their social marketing efforts.

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Your Customers Are Talking About You

Your Customers Are Talking About You

Your Customers Are Talking About You.

Are You Listening?

All year long, we have been focusing on the importance of providing a good customer experience on social media. Many digital marketing experts will tell you that the best way to build a following on social media is to post videos, to post at peak times, to ask questions. Yet, in our experience, nothing will grow your fan base as powerfully or fruitfully as providing excellent customer service via social media. Your customers have smart phones and they want to use them. They love social media, and they love telling their friends about their experiences – good and bad. When they do business with you – whether you offer B2C or B2B services – they will talk about you. Are you listening? More importantly, are you responding? You absolutely must be listening, you must be responding, and how you respond is very important.

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The Summer of Social

The Summer of Social

With the official beginning of summer for many local school children, most people’s minds are focused on fun in the sun, vacations, and relaxation. For social media managers, however, there’s always work to be done. Yes, you may find us enjoying an outdoor cafe or a day at the beach, but we’ll probably be checking our phones constantly, because social media never sleeps. In the spirit of refusing to slow down just because it’s summer break, the weather is beautiful, and we’d rather be sipping cocktails on the porch swing, we have some tips for keeping your social media marketing game strong all summer long. Let us spell it out for you…

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Handling Online Complaints

One of the biggest advantages of social media marketing is the ability to conduct a conversation with your audience. You can reach out to your customers 24 hours a day, 365 days year, and they can do the same. That being said, your company is now also open to receiving complaints at all hours of the day (and night). While some may look at this as a drawback to social media marketing, we see it as a unique way for your business provide excellent customer service and engage with your audience in a way that is impossible with more traditional forms of marketing. How you handle this negative feedback, however, is crucial to your success and must be handled with care. To learn how to make the most out of a bad situation, keep reading.

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Respond Faster

Note: This blog was originally published in our regular “What’s Up In Social Media with D.” column on ValpoLife.com. We made one correction.

Respond Faster

If you manage your business or organization’s Facebook Page, and you get regular direct messages, you may have noticed the new Response Rate icon at the top left of your sidebar. (If you don’t get regular direct messages, you may not even have this option yet.)

facebook-page-very-responsive

Facebook is now measuring how often and how quickly you respond to direct messages, and if you’re really fast at it, you get a little green icon noting that you’re “Very Responsive to Messages.” To get the green icon, you have to respond within 5 minutes to 90% of messages.

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Negative Social Feedback is a Tool

Negative Social Feedback is a ToolCustomerService

I’ve heard many organizations say they’re afraid of establishing a social media presence. Knowing that social media provides venues for people to speak their mind publicly, they imagine the worst: a flood of negative feedback and angry complaints.

Let me start by saying that while that’s true, I monitor a lot of social media accounts, and negative feedback is relatively rare. It does happen, but it’s not something that should be feared. It’s something that should be managed. When you establish a social media presence, you aren’t only opening yourself up for angry criticism, you’re also – more importantly – opening yourself up for positive interactions. Easily, 95% of what I read each week is pleasant. Often that number is 100%.

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Facebook Ratings

Ratings and Reviews on Facebook

Many businesses have questions about the Ratings feature on Facebook. The two biggies are 1. How do I get Ratings on my Page (or How do I turn them off?) and 2. How do I respond to Ratings (and can I delete a bad review?)facebook-rating-system

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Keep Control of Your Brand on Social Media

There used to be a saying, “When customers are happy, they’ll tell their friends. When they’re unhappy, they’ll tell everybody.” Thanks to social media, those “friends” just happen to be the 500 people on your customer’s Facebook list or Twitter feed. Deliver a great product, and you’ve just earned 500 public pats on the back. Well done! On the flip side, “everybody” is their friends, and those friends’ friends, and those friends’ friends’ friends, and so on. As I’ve mentioned before – it’s rarely a good thing when something goes viral on the Internet.

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