How Social Media Has Changed Customer Service

social media expert interviewIn this video I interview Peter Shankman, founder of Help a Reporter Out (HARO), vice-president of Vocus and author of Customer Service: New Rules for a Social Media World.

Peter shares the story of HARO and how customer service has evolved and gives insights into the best practices on how to engage with your customers on social media.

You’ll learn what you need to know to create a strong customer-service culture on social media.

Be sure to check out the takeaways below after you watch the video.

Here are some of the things you’ll learn in this video:

  • Why you need to be consistent on social media
  • The brands doing a great job on social media and why
  • How social media impacts customers
  • Why you need to listen four times as much as you talk
  • How to discover the issues your customers have
  • What you must avoid at all costs
  • Why you must look up your customers
  • How to determine which customers are influential
  • Why it’s important to be relevant

Connect with Peter on Twitter @petershankman and check out his website shankman.com.

What do you think? How do you connect with your customers on social media? Do you look them up? What tips on customer service do you have to share?

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About the Author, Michael Stelzner

Michael Stelzner is the founder and CEO of Social Media Examiner, founder of My Kids' Adventures and author of the books Launch and Writing White Papers. He's also the host of the Social Media Marketing podcast. Other posts by »




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  • Pingback: How Social Media Has Changed Customer Service | Marketing

  • http://procntr.com/ Chris – ProCntr

    Social Media has been the most effective tool in advertising for most business nowadays. Aside from that, it offers a better opportunity for customers to reach out to providers for the latter to effectively hear their side and immediately address specific concerns.

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Agreed

  • http://www.randymatheson.com Randy Matheson

    Looks like there’s an embedding issue on the video in the post, I see the Vimeo web page in what looks like an iFrame

  • Lori

    The video is not being shown. just a Vimeo page

  • Rick Henry

    Hey Michael, there appears to be a problem with your embedding link.  It is just showing Vimeo’s home page.

  • http://www.aliriopirela.com/blog/ Alirio Pirela

    Waiting for the issue with the video to be fix.

  • Leah Mackey Schultz

    video embedding issue :(

  • Christoph

    waiting with anticipation. Thanks MS

  • Pingback: How Social Media Has Changed Customer Service - Social Media, Internet and Affiliate Marketing | Social Media, Internet and Affiliate Marketing

  • Virginia

    Cool sk8-boarding video!  But yes, I am also awaiting the social media interview ;) .

  • Carole

    Just purchased Peter Shankman of (HARO) fame-  Customer Service: New Rules for a Social Media World. – Looks to be an exciting read for the weekend:)

  • http://blog.suzi-pratt.com/ Suzi-Pratt.com

    Having the same problem here–no video available :(

  • Diane L. Coville

    I searched on Vimeo and found the link to the video:  http://vimeo.com/35867520

  • chris_rainey

    Same here – wrong videos showing up

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)
     

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)
     

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)
     

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)
     

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)
     

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

     Vimeo was having issues, switched to YouTube and it works now :)

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)
     

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)
     

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Vimeo was having issues, switched to YouTube and it works now :)
     

  • Ashley

    Kinda spooky how he thinks that social media will knows us so well as to “unfriend” us from certain people. Not sure if I’m ready for that kind of world. But he did say some really smart things. Great interview!

  • http://www.i95dev.com/ecommerce-magento Henry Louis

    Good interview. Social media is one which is playing very important role in advertising and other business purposes. Some good points have been discussed here which are very helpful to me. Thanks for sharing.

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  • http://www.callboxinc.com/ Julie Dawn Harris

    Social media marvelously work in most of the businesses nowadays.Using it with the right tactic will give you positive results. Yes, it can deliver you traffic, strengthen the brand of your company and the good thing is it help you connect with your customers and can directly response with their needs/ questions or anything within you and your customer. Thus, increasing the level of customer satisfaction.

  • http://www.socialcubix.com/ Allenbrayan

    Indeed, it has changed the way customers think now :)

  • http://www.facebook.com/people/Zephenia-Dean/100003582823160 Zephenia Dean

    My aunt makes $85 an hour and she got paid $9670 last month just for working a few hours a day
    online. All she did was get fortunate and apply the skills she saw here at LazyCash29.COM

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  • JFarshtey

    Great points made by Peter Shankman. It is imperative that businesses know their consumers. This is an essential component in running a profitable and well-structured business. In the age of social media, a business owner doesn’t have the option of not using these tools to expand their consumer base. In order for businesses to have a competitive edge,customer service must at the top of their game. If not, that could potentially mean trouble in the long run.

  • Strands Computing

    “Why you need to listen four times as much as you talk.”  Really?  How is that possible for Peter !?

    Seriously, though, great, high-speed info.  “Not taking the time to learn about the customer” – so true.

  • http://www.i95dev.com/ecommerce-magento Henry Louis

    I have learned that Social media has become the best source to get your concern addressed amongst traditional CRMs. It is fast, reliable & solution guaranteed platform.

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