customer support : Social Media Examiner

social media how to Want long-term customers for your business?

Have you used social media to increase customer loyalty?

To build customer loyalty, you need to show your customers you care.

In this article I’ll share how to use social media to embrace and cultivate loyal customers for your business.

cultivate loyal customers

Discover how to use social media to cultivate loyal customers.

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Are your customers active on Facebook?

Have you got a plan to support your customers via Facebook?

To learn how to use Facebook to support customers, I interview Mari Smith.

More About This Show

The Social Media Marketing podcast is an on-demand talk radio show from Social Media Examiner. It’s designed to help busy marketers and business owners discover what works with social media marketing.

In this episode I interview Mari Smith, the world’s leading Facebook marketing expert. She co-authored Facebook Marketing: An Hour a Day and is author of The New Relationship Marketing. Mari also teamed up with Facebook to assist in educational events.

Mari will explore a few new updates from Facebook and how to use Facebook for customer service and support.

You’ll discover how to create a good Facebook experience for your customers.

podcast 153 mari smith customer support on facebook

Listen as Mari Smith shares what businesses need to know about supporting customers with Facebook.

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

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You can also subscribe via iTunes, RSS, or Stitcher. How to subscribe/review on iPhone.

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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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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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