10 Ways to Deal With Upset Customers Using Social Media

social media how toHow are you responding to upset customers?

No matter what you sell or what industry you’re in, you’re going to experience negative word of mouth.

You know, those customers who are expressing their complaints on social media.

It just happens.

Things break, problems come up and employees have bad days. But it’s how you handle it that separates you from everyone else.

Remember: Negative word of mouth is an opportunity.

A great response strategy can convert angry and upset customers into loyal, raving fans. The rule of thumb is that while unhappy customers talk to 5 people, formerly unhappy customers you win back talk to 10.

So get out there and embrace the negativity. Start responding. Here are 10 steps you can take to stop the negative, earn new fans and generate a ton of respect.

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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.

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How Wells Fargo Tracks Twitter Interactions

social media expert interviewIn this video I interview Kimarie Matthews, vice president of social web for Wells Fargo.

Kimarie shares how Wells Fargo uses Twitter to improve customer support. You’ll also discover how she documents Twitter interactions to monitor customer sentiment and uses the data to develop a business case for social media investment.

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

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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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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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How to Measure Social Media’s Impact on Customer Retention

social media how toDo you know if social media is helping you retain your existing customers? In this article I’ll discuss 7 key metrics to measure social media’s impact on keeping customers.

The cost-effectiveness of social media has vaulted it to the top of the list of tools used to improve customer retention. But how do you measure whether social media is affecting your ability to keep customers?

To examine this, let’s look at a case study of a company that has excelled at connecting with customers in social media spaces.

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New Social Network for Businesses From Salesforce.com

social media reviewsSalesforce is the dominant customer resource management (CRM) system, and according to the company, it’s used by more than 77,000 businesses.

In response to the increasingly social nature of the web and the need for collaboration, Salesforce has introduced a social and collaborative function for its users called “Chatter.”

Similar to a combination of Google Wave, Twitter and Facebook, Chatter allows users to form a community within their business that can be used for secure collaboration and knowledge-sharing.

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4 Steps to Driving Faster Sales With Social Media Content

social media how toOne of the key benefits of social media (that’s rarely discussed) is its ability to resolve doubt and confusion among fence-sitters.

Yes, your prospective customers are likely confused and possibly uncertain.

During my 15 years of website strategy and usability work (before I went all “social media” on you), I tried very hard to live by the two-click rule—answering the most common questions customers have about your business on your site within two clicks.

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7 Tips for Driving Targeted Traffic With Twitter

Social media has many uses—from making contacts to performing customer service—but driving quality traffic to your site is Twitter’s secret weapon.  The big question is this: How can we get more of that lovely attention we crave?

As my recent poll shows, generating incoming traffic is the number-one need that people have right now, and for good reason. Traffic translates into:

  • Attention, engagement, conversation and recognition
  • Spreading your message far and wide
  • Prospects and subscriber opt-ins
  • Customers, increased sales and leads
  • Media and interviews, which lead to more attention

… and last but not least, an ego boost.

In a previous article here I mentioned the many benefits of Twitter for your business. Now here are seven key points you need to know if you want to get more targeted traffic from Twitter:

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