Don’t set it and forget it. Bad Social Media 101
Social Media is meant to be a two-way conversation.
Social Media is meant to give great customer service.
Social Media is meant to build community.
Unlike an advertisement that is printed, viewed on TV or listened to on the radio.
You don’t build it once and simply push your message out to the masses over and over again.
Recently sent a direct message via Twitter to a local business who rents cars/trucks to ask about their rates.
It’s been two weeks and I haven’t received a response from them.
Would it be acceptable for this business not to answer the phone?
If you are going to build a presence, it’s not just an opportunity to push your agenda.
Listen. Engage. Listen. Engage. Repeat.
It may seem like common sense but I see tons of businesses who still don’t understand that we’ve returned back to “old school” customer service.
Similar to a small town, we are sharing and collaborating; helping each other out.
Putting your customers needs before your own agenda helps to build trust, solve problems and convert business.
Source: http://www.emarketer.com
Zappos is famous for its customer service.
For example:
- In 2011, Zappos sent flowers to a woman who ordered six different pairs of shoes because her feet were damaged by harsh medical treatments.
- Last March, a customer service rep physically went to a rival shoe store to get a specific pair of shoes for a woman staying at the Mandalay Bay hotel in Vegas when Zappos ran out of stock.
- The same year, it overnighted a free –free! — pair of shoes to a best man who had arrived a wedding shoeless.
- It also paid the tolls on the Massachusetts Turnpike one day last November.
- Oh, and Zappos employees don’t read from scripts.
Source for above and more info: http://articles.businessinsider.com/2012-01-09/news/30606433_1_customer-service-zappos-center-services#ixzz1vn5n2WHC
Who do you see is providing great customer service online? Is it you? Share some examples……
