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!

Listen Now

You can also subscribe via iTunes, RSS, Stitcher, SoundCloud or Blackberry.

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9 Small Business Twitter Marketing Examples to Study

social media how to Are you debating whether your small business should invest time on Twitter?

Do you wonder how Twitter can help your business?

By being an active part of the Twitter community and sharing the right mix of content, you can reach a larger audience, generate more leads and become the go-to source when customers are ready to buy.

In this article I’ll show you how nine small businesses use Twitter to cater to their audiences, find prospects and expand brand recognition.

Why Twitter for Small Businesses?

Twitter has evolved a lot since 2007. It used to be about conversations, but these days some would say it’s just another way to push out marketing messages and links without true engagement with customers.

istock twitter image

Twitter is perfect for small businesses. Image source: iStockPhoto.com.

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Stop Marketing, Start Engaging: How to Get Social Media to Really Work

Do you use social media marketing to grow your business?

Are you wondering how to get others to say great things about your brand or product?

To discover the common mistakes social media marketers make and how to fix them, I interview Scott Stratten 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 Scott Stratten, author of UnMarketing and co-host of the UnPodcast. His latest book is QR Codes Kill Kittens.

Scott shares how marketers can improve social media by engaging their audiences.

You’ll discover how to use social media marketing effectively, and how brands can get talked about in a positive way.

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

Listen Now

You can also subscribe via iTunes, RSS, Stitcher, SoundCloud or Blackberry.

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10 Social Media Tips to Enhance Your Marketing, From the Pros

social media how to Are you serious about kicking your social media marketing up a notch?

Do you want tips that will help you stay ahead of the social media marketing curve?

Here’s some great advice from ten social media pros.

In this article I share 10 social tips from the pros to improve your social media marketing in 2014.

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4 Examples of Excellent Twitter Customer Service

social media how toDo you use Twitter to stay connected with your customers?

Have you integrated Twitter into your customer service strategy?

Would you like to know which companies are doing this best?

Why Twitter Customer Service?

Gone are the days when people would call up a company and complain.

Now, people are more likely to head to their smartphones or computers to tell the world how terrible a product or service is.

That’s why customer service is becoming increasingly important on social media platforms like Twitter.

A study done by Simply Measured showed that 99% of brands are on Twitter, and 30% of them have a dedicated customer service handle. The average response time was 5.1 hours with 10% of companies answering within an hour, and 93% of companies answering within 48 hours.

Here are 4 companies with exceptional customer service on Twitter and key takeaways to help you improve how your customers perceive your company on Twitter.

#1: JetBlue Excels in Responsiveness

Airline delays are one of the most common causes of customer frustration. Not only do delays happen often, but also people are pretty vocal about their feelings when their flight is delayed.

Acknowledging this, @JetBlue ensures they’re responsive to their customers because they understand it’s important for continued customer loyalty. Not only do they engage with happy customers, but they also respond to and help frustrated customers as quickly as possible.

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6 Ways to Use Facebook Apps for Business

social media toolsDoes your business leverage the power of Facebook apps?

Wondering how other businesses are using apps to better serve their customers?

Keep reading to discover many ways businesses are using Facebook apps.

Why Facebook Apps?

There are many reasons why you may want to consider using Facebook apps. They can provide communication between your customers and your customer service team, allow people to sign up for and receive your newsletter or provide your customers with special rewards.

Each of these uses can help you create a deeper relationship with your customers and foster brand loyalty. If you use a fangate to conceal the content on strategic app tabs from non-fans, you can also increase the number of likes your Page is getting.

In this article, we’ll explore 6 ways to successfully use Facebook apps to build the reputation of your brand and reach your customer service goals.

#1: Keep Customers in the Know

Email remains a very popular marketing tool and sending interested users email updates in the form of a newsletter keeps them in the know about your business.

Use a newsletter signup app to collect email addresses so you have an additional way to communicate with your customers when they leave Facebook. You can even ask people to like your Page to reveal the newsletter signup form.

Publish status updates to tease newsletter content and then direct your fans to the app where they can sign up to receive the full newsletter.

The popular yoga and music festival, Wanderlust, has events all over North America, all year long. Wanderlust uses a newsletter signup app as a way to stay connected with fans and tell them what’s happening where and when.

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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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6 Ways to Use Reddit to Grow Your Business

social media how toHave you used Reddit?

The popular website Reddit goes by the slogan, “The front page to the Internet.”

It has earned this name by creating a platform that allows users with similar interests to discuss and curate the best content on the web.

Let’s have a look at a few popular communities on Reddit.

reddit

Reddit is a popular social news platform where users submit and comment on content.

What Is Reddit?

Reddit is a social news platform that allows users to discuss and vote on content that other users have submitted. To help police the site and prevent spammers from bombarding readers, Reddit came up with “karma” points.

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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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