Customer Service: The Key to Delivering Experiences Worth Talking About

Do you believe that you provide good customer service?

Are you wondering why customer service is so important to your business?

To learn how service and social media tie together, I interview John DiJulius for this episode of the Social Media Marketing podcast.

More About This Show

Social Media Marketing Podcast w/ Michael Stelzner

The Social Media Marketing podcast is a show from Social Media Examiner.

It’s designed to help busy marketers and business owners discover what works with social media marketing.

The show format is on-demand talk radio (also known as podcasting).

In this episode, I interview John DiJulius, the author of What’s The Secret: To Providing a World-Class Customer Experience. He’s worked with companies such as the Ritz-Carlton, Lexus, Starbucks, Nordstrom, Panera Bread and many others. He’s a leading expert on customer service.

John shares the importance of customer service and why the first experience counts.

You’ll discover the business benefits of good customer service, who your customer is and how service plays online.

Share your feedback, read the show notes and get the links mentioned in this episode below!

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How to Create a Social Support Team for Free

social media how toDo you have customers seeking support via social media?

Are people talking about your company online?

Many companies simply can’t afford to hire a social support team.

So what are your options to manage these conversations with little to no resources?

Keep reading for tips on how you can create a free or low-cost social support team.

Why You Need a Social Support Team

The NM Incite 2012 State of Social Customer Support Report shows that 47% of social media users are turning to social care.

For those who think their customers aren’t using social media, the 2013 Infinite Dial Report from Edison Research revealed that 62% of Americans have a social media profile on one or more social networks, up from 56% in 2012.

Further, the number of casual social media users is declining. “Approximately 71 million Americans check their social networks several times a day, up from 58 million in 2012.”

social habit graph

Research shows 71 million Americans have the social habit.

Whether companies are ready or not, customer service requests on social media networks are coming.

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How to Generate More Opportunity From Existing Customers

social media expert interviewIn this video I interview Becky Carroll, who is the author of the great new book, The Hidden Power of Your Customers.

Becky shares the story and meaning behind her “ROCK” strategy and why it is so important to focus on your existing customers.

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

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6 Ways to Measure Your Social Media Results

social media researchHow much time are you spending on social media? Can you tell if it’s helping sales?

Wouldn’t it be nice to have a framework for measuring the impact of your social media efforts?

That’s where Susan Etlinger’s new research for the Altimeter Group comes into play. Susan did qualitative research with 60 social media marketers and vendors to understand how businesses currently measure their social media performance.

Her goal: to develop a framework for tying social media performance to business goals.

NOTE: Because Susan’s original research targeted enterprise-level companies, I interviewed her to add some small business insights. The following comments combine results of the research and that interview.

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26 Tips for Adding Customer Service to Your Social Media Strategy

social media how toDo you need a plan to add customer service to your social strategies?

As Jeremiah Owyang states, “as internal and external demands mount, companies become mostly reactive, relegating themselves to a ‘Social Media Help Desk’.”

With strategy, planning and communication you can ensure that your company won’t be caught off guard. If the day hasn’t come yet when your social media team is thrust into fielding customer-service problems, it’s fair to say that it’s just a matter of time before they will be.

In this post, the seventh installment in the A-Z guides published here on Social Media Examiner, I’ll discuss the importance of developing an integrated social media and customer relationship management program for your company.

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How to Turn Your Local Customers Into Raving Fans

social media expert interviewIn this video I interview Ramon De Leon, the managing partner of six Domino’s Pizza franchises in Chicago. As you can imagine, this is a very competitive market. But Ramon uses some unique social media marketing tactics that make the difference.

Ramon shares these marketing tips and shows businesses how to use social media to attract local customers and turn them into raving fans.

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

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How H&R Block Uses Social Media to Enhance Customer Relations

social media expert interviewIn this video I interview Jennifer Love, Senior Vice President of Communications at H&R Block. Jennifer shares how H&R Block adapts conversations across all channels to create customer experiences which bring in tons of referrals.

You’ll hear how she adapts her social media tactics to get the most value out of the 120-day tax season and why she strives to pull in questions and how she answers them in a challenging real-time environment.

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

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Why Social Media is Inseparable From Customer Service

social media expert interviewIn this video I interview Frank Eliason regarding the connection between customer service and social media. Frank is now Senior Vice President of Social Media at Citigroup and is also known for his previous role at Comcast.

Frank is a pioneer in using social media for customer service and in this video he talks about what has changed over the last few years. He also shares tips for companies to improve customer support.

You’ll find more takeaways below. Be sure to leave your comments after you watch the video.

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