Customer service - Introduction
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Responding to Customers In Social Support May Be Hurting Your Brand. Why? You may be teaching your customers to yell at their friends in order to get your attention. You must develop a social support strategy that involves an escalation process, will scale, and use the right internal processes and software to succeed.
Video Replay: 10 Reasons Customer Care Has Changed and How To Build a Strategy « Web Strategy by Jeremiah Owyang | Social Media, Web Marketing
Is Marketing the New Customer Service or Is Customer Service the New Marketing? | The Social Customer
That’s the question posed to Marsha Collier by Guy Kawasaki in an American Express Open Forum interview. Marsha is author of The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More , and responded: Marketing and customer service go arm in arm. We can say that customer service is the new marketing, but marketing encompasses so much more.The Pain of Misalignment: Your Body Doesn’t Like It, Why Should Your Customers? | The Social Customer
Recently I published a post describing on how marketing and customer service functions are impacting each other . More than 1,900 people have read the post so far, so I conclude that I’m not the only one who cares about this issue. Now consider how social media is also driving opportunity and the need for organizational alignment, as well as consequences when there is lack of alignment.
A Critical Path for Customer Relevance, Part 1 - Brian Solis
A key objective for senior executives over the next several years is to use disruptive technology to get closer to customers, to improve relationships, and enhance experiences. It is a considerable move and the result will usher in a new era of adaptive and empathetic business models. However, this is a move that is easier said than done., especially when vision and execution are two sides of different coins. This is a critical path where businesses must not only commit to new technology and goals, but also invest in the methodologies, systems, processes, and people to bring about change from within before it can effectively engage outside. Like in anything, businesses are measured by actions and words, where outcomes reveal true progress.A Critical Path for Customer Relevance, Part 2 - Brian Solis
With all of the momentum social media has earned over the years, the reality is that still today, it is very much siloed in marketing. The aspiration of using social technology to build a social business is not yet within grasp. In many ways, social media is much more about media than it is about opening two-way channels for interaction where information, empathy, and resolution travel inward and outward with all parties walking away with a sense of value and affinity.
In the Times Small Business section, Jennifer Walzer of Backup My Info! writes about her challenges with serving small accounts: We love working with all of our clients, especially the smaller ones, but if we find ourselves spending all of our time helping the small customers get started with our service, we will not be able to grow into a $5 million-a-year business — or even remain profitable. The fact is, it would take this salesperson only slightly more effort to close bigger clients that might spend, say, $2,500 to $5,000 a month or more.
Treating Different Customers Differently
All the experts these days are talking about the increasing need for customer focus and maximizing sales. Typically entrepreneurs and even professional sales people think this means more emphasis on the customer selling process, when in fact it means spending more time understanding the customer buying process (view from the customer). According to Kevin Davis, as outlined in his latest book “ Slow Down, Sell Faster! ” and a related article, the single biggest mistake people make is that they try to close the sale too fast. They arrive at the end of their “pitch” just as the customer is beginning to recognize they have a need! They leave the scene just as the prospective customer begins shopping around for a solution by looking at the competition.
Learn What Customer Focus Really Means in Sales | Hot Sauce!
Les médias sociaux sont en explosion, on commence à le savoir. Selon une étude eMarketer , citée par Le Monde hier, plus de la moitié des internautes américains se connectent régulièrement sur Facebook, soit quand même quelque 132,5 millions de personnes. Et cela ne concerne plus seulement les jeunes (la génération Y), non. Selon Médiamétrie, 6,5% des plus de 65 ans en France (soit 700 000 personnes) avaient un compte Facebook en décembre 2010; cette proportion a doublé en un an. Aux Etats-Unis, ce sont 4% des plus de 74 ans qui étaient membres d'un réseau social en 2008; cette proportion a quadruplé en 2010 (Le Monde d'aujourd'hui).
Marketing et service client : marions les !
Customer service is a perennial issue that is critical to all small business owners. Although it is included in every company mission statement, no one wants to focus on it. But some key customer service trends for 2011 make this phase of your business even more critical in the coming year. Here are 11 customer service trends to watch in 2011: The time to react to your customer is shrinking . In this 24/7 instant gratification world, the time in which your customer expects you to be able to resolve their problem is getting smaller.
11 Customer Service Trends to Watch in 2011
1. Results . If you can offer a return on investment, an engineering solution, more sales, no tax audits, a cute haircut, the fastest rollercoaster, a pristine beach, reliable insurance payouts at the best price, peace of mind, productive consulting or any other measurable result, this is a great place to start. 2. Thrills . More difficult to quantify but often as important, partners and customers respond to heroism.
Three things clients and customers want
The Social Web - Empowering Customers
Last week, Nigel Fenwick , VP and Principal Analyst at Forrester spoke in a joint Forrester/ NewsGator webinar. The topic was Boosting IT Productivity with Social Technologies . However, Nigel validated several thoughts that had been bouncing around in my brain. He speaks about the influence and shifts in mobile devices, social technologies, pervasive video and cloud computing. Each of these converge to enable a more intelligent and influential customer, the empowered customer. I have been thinking about the shift from a focus on customer satisfaction to customer experience and how this has changed, dramatically, with the usage of social platforms.Customer Service Matters for Mission Critical
Saturday night I arrived late at our house having taken our older son to his first tennis “tournament.” Everyone else was already asleep and the house was dark. I tried to turn some lights on, only to discover that we had a power outage!Who do you give your business to? I've been thinking that social media's biggest impact is the ability of customers to engage in bid-like relationships with businesses . Doing our homework includes not just asking our friends and family for a recommendation.