Tagged 'customer service'

Recover From Your Own Butt Fumble on Social Media

Posted by Tara Meehan on September 4th, 2013 at 3:50 pm

Hi, my name is Tara and I’m a New York Jets fan. As I write this, I’m imagining you saying ‘Hi’ back. To borrow from AA, admitting your faults is the first step toward recovery. This is true unless, of course, you are a New York Jets fan. Gang Green is a franchise that can actually inspire die hard followers to root for an onset of gangrene; anything to keep from watching another red zone misfire; anything to erase the memory of the “Butt Fumble”.
Anyone with ESPN knows what I’m talking about. If you don’t, Google it. Try to resist watching it over and over. It’s sad to think that this play could end up being the defining moment of Mark Sanchez’s career. But lest you snicker too much Patriots Nation for whom amongst us hasn’t had a variation of the Butt Fumble – especially on social media? The trick is to get up off the grass, dust off, rebound and re-brand. Here are 3 ways to go from butt fumble to winning touchdown on social media:
Admit Your Mistake – Fumbles almost always go viral so don’t pretend it didn’t happen. Stay in the pocket and take the hit. Apologize... Read more

Never Say You're Sorry In Social

Posted by Michael Leis on March 25th, 2013 at 12:53 pm

In this latest era of social media, many brand presences have either been originating from, or spanning to include the customer service department. On the surface, it makes sense: this is the department of the company that handles communication with individuals.
In practice, though, it's usually a shortcut that lacks a real content strategy for social media, leaving the brand open to all kinds of liability instead. How? Because of a simple turn of phrase used on the phone all the time: starting out by saying your sorry.

Facebook as a Customer Service Support Tool

Posted by Mike Gingerich on January 21st, 2013 at 1:28 pm

Facebook Page as a Customer Service Support Tool
Social Media use by persons of all ages continues to grow.  Facebook is the most used social media tool by people across the world.  Social Media is not a fad, it's penetrated to become part of our fabric as a society.  As businesses have seen this change, they have responded to incorporate social media as part of their business strategy.
Many use Social Media as part of a sales and marketing strategy but increasingly we are now seeing Social Media, and particularly Facebook, used by businesses as a fast and efficient support and customer service tool.
Here's how Facebook Pages specifically, can be used as a support channel for a business:
As a Announcement Tool

A brand Facebook Page can be  location used as a announcement tool for service issues.  For example, if there is a new product update, a organization can post a message on their company Facebook Page to let users know the details about this change.  This is a pro-active way to get a message out quickly where customers, fans, and subscribers can see it and potentially Like, Comment, or Share the news.  The more fans share the news or comment, the further the... Read more

Tis the Season for Bolstering Your Social Media Customer Service

Posted by Tara Meehan on December 15th, 2012 at 12:29 pm

The other night I was watching Miracle on 34th Street, the unfortunate color version, and it got me to thinking. No, not about my blog post from last year (shameless plug for interested readers) but about customer service in general. The importance of ongoing communication with your brand ambassadors in the social space is almost immeasurable. Done well and you can have customers for life. Done poorly and you’re looking at nothing but coal tucked in your stocking and thrown at your head. This is pretty much agreed upon across all industries. So then why do some industries spend so much time ducking and weaving and so little time conversing?
There are a variety of factors that contribute to being socially challenged. Take highly regulated industries like pharma, finance, and healthcare for instance. Maintaining compliant yet engaging language can be tough. What’s more, reaching out to followers after listening to their tweets and posts can be even trickier. Tricky but not impossible. Compliance driven brands can develop and sustain meaningful relationships with customers by doing something they are not entirely familiar with – sharing thoughts and updates that have nothing to do with them. Companies in these sectors, especially in recent... Read more

4 Ways Social Media Has Changed Customer Service Forever

Posted by Greg Kihlström on December 14th, 2012 at 10:18 am

Social media provides great opportunities for brands to connect marketing messages with its key audiences. That, combined with continually more sophisticated advertising on social media platforms, has created a unique marketing channel that favors engagement and conversation verses one-way communications.
According to a recent article in Time Magazine, 71 percent of people who receive positive customer service from brands are more likely to give a recommendation.Another study found that customers who previously used 1-800 numbers or tech support forums for their customer service needs are now adopting social media channels, which provides opportunities for positive brand dialogue. However, this has led to a number of changes for both customers and brands.

Social media has forever changed customer service through four ways in particular.