The key word here I'd like to emphasize in the title is crucial.
In the following video J. D. Power and Associates reports that exceptional service satisfaction enhances profitability...
Please take note, GM!
Happy Monday and welcome to the Customer Service Carnivale! For those of you in the U.S., hope you had a wonderful holiday weekend ;)
I've got some awesome articles to share with you today...So let the party begin!
If you don't know by now, Twitter is a great place to connect with and keep in touch with customers. Many brands such as @zappos, @hp, and even @drpepper have utilized Twitter to communicate with people and create brand awareness.
There are some businesses, however, that are naive to how Twitter works. Fellow customer service blogger Glenn Ross offers his thoughts on how not to use Twitter in his post, Social Media Worst Practice: How To Drive Loyal Customers Away.
I agree that if you're going to take your business on Twitter, you should get a feel of how the network works. That advice also applies to any other social networking/social media site that your company is active on. Also, if you have a designated person who will be tweeting for your company, make sure that person is familiar with Twitter etiquette.
Another thing you DO NOT want to do is send out a retweet about your company as if another person had tweeted it!
Twitter Resources
Although I haven't read any of these books, they are resources about Twitter worth looking into:
It used to be that when you wanted to get in contact with customers, you either had to call them or send them a postcard or letter in the mail. Nowadays we have all this internet technology such as email, blogs, and instant messaging to communicate with people. There really is no excuse not to be able to keep in contact with valued customers.
In the past year I've noticed that companies are starting to use mass text marketing as a mode of communication. According to an Airwide Solutions independent survey of 50 brand name companies, 40% of major brands have deployed text messaging (SMS) campaigns.
Perhaps I'm still in the "old school" mindset and would prefer that customers call and talk to me personally about my business, but I understand that nowadays people want information instantly. I understand that we're in the era of text messaging and many people, especially young people, prefer to receive text messages rather than email or phone calls.
There are companies like Trumpia.com that offer companies text messaging services. I do like the idea of being able to send a text blast to customers to alert them of any sales or even provide tips or helpful information related to my industry. Unlike email where messages can get sent into a spam folder, a text message is immediately delivered to a person's phone - provided that the person consented to receiving messages from your company.
Is your company using text messages as a way of keeping in touch with customers? I'd love to hear about your experience...
Photo Credit: Cazimiro
"One customer, well taken care of, could be more valuable than $10,000 worth of advertising." --Jim Rohn
Steve Rosen shared some interesting thoughts about the current state of customer service, which unfortunately, many of us are all too familiar with.
Here's what Rosen says in his article, "Customer service is a lesson - or a nightmare":
"Most teens and college students, I think, have become accustomed to dealing with salesmen whose only job seems to be ringing up your purchase."Has customer service, as Rosen described, become the "norm"?
