Posts tagged as:

customer service

What Zappos Insights Can Teach Us About Social Media Values

by Nichole Kelly · November 17, 2011

Do you still have people in your company who are scared of letting employees tweet? Is social media still viewed as a “risky” venture? Are you terrified of what an employee might say on a social media channel? There is no shame in admitting that social media can open a huge door to embarrassment and even risk for a company, if it is placed in the wrong hands. Getting comfortable with letting our guard down is a process that doesn’t happen overnight and that journey can take longer than many of us would like.

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5 comments

Lessons of the Exterminator: Transforming Your Social Media, One Customer at a Time

by Mark Ivey · November 3, 2011

I guess it was inevitable, but we’re quickly seeing companies dividing up into two social media camps: those that get it, and those that don’t. Take one indicator: how companies respond to customer complaints. As Jay Baer pointed out, an amazing 70 percent of companies didn’t respond to customer complaints in a study of 1,298 Twitter complainants (Maritz and Evolve24).

I’ve personally tweeted negative comments about experiences with big companies like United Airlines and Chase Bank, with no response (vs National Rental, which responded quickly to my tweets about a mishap at one of their rental locations). By comparison, I’ll bet you’d respond if you’re a small business owner and your business depended on it.

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The Social Side of Brand Management

by Jason Falls · October 15, 2011

Editor’s Note: This is a guest post from Matt Polsky, the  Social Media Manager as well as the Reputation Manager for Veterans United and VA Mortgage Center. 

The rise of social media and content creation has brought on new challenges for businesses of all shapes and sizes, especially when it comes to managing one’s reputation. Reputation isn’t a single stationary object, but an equation that includes many pieces, such as being known for quality products or services, being likeable, actively engaging customers, or the ability to offer valuable and relevant content.

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Social Compliance? OMG!!

by Jason Falls · October 10, 2011

Editor’s Note: This is a guest post from Kevin Magee, Director of Sales at Expion, a client of Social Media Explorer.

Social Compliance. Funny how the combination of those two words – social and compliance – can strike fear in the heart of CTOs, CMOs and other C-level executives within a large enterprise.

The conversation typically begins like this: “LinkedIn? Well, okay … let’s create a profile. Aren’t our employees posting theirs to find better jobs, anyway?” It continues with: “Facebook? No, too dangerous. I barely trust my teenager with Facebook – let alone the marketing department.” Followed up by: “Twitter? Are you serious? [Incredulous laughter]. Remember the Chrysler F-bomb tweets? Why would we want to do that?”

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15 comments

Always Listening to the Customer is a Race to Mediocrity

by Eric Brown · September 27, 2011

As a business owner, do you care what people think about your business and the decisions you make? More specifically, do you care what your customers think? Perhaps the short answer is, “yes,” however is that holding you back? With the onslaught of social media and review sites, everyone has an opinion, and it is easier than ever to be a critic. The plethora of social media platforms has provided folks with a megaphone to chant their dislike about this or that. The adage of “The Customer Is Always Right” burrows into our fear factor and may stifle innovation and necessary change to your business model.

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35 comments

Opting Into Respect

by Ike Pigott · June 17, 2011

I recently tuned out for a family vacation. My adventures away from the emails, Tweets, posts, check-ins and electronic banter that makes up our typical social media world proved quite productive for both me and, I think, for you. The experience left me with a reminder on just how easy it is to lose people by not treating their time and attention with the respect they deserve.

In true, "I just got off vacation where I unplugged," style, I recorded you a little video with the thoughts I have to share today.

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14 comments

Successful Marketing Begins With Pain Relief

by Ilana Rabinowitz · June 15, 2011

An extraordinary entry in the publishing world — a children’s book for adults — recently became a sensation, appearing out of the blue, to become the  #1 best selling book on Amazon, well before its publication date.  What’s more amazing is that the book became a best seller in spite (or maybe because) of the fact that a PDF of the book was distributed virally before it was published.

This book (even its title, Go the F*** to Sleep broke several publishing conventions) rose to the top of the charts because it recognized a universal truth and a real “pain point” of parents. It acknowledged the frustration and anger that parents feel while trying to put their kids to bed and made them feel better about it by using humor.

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10 Things I Hate About You (As a Blogger)

by Andrew Hanelly · May 17, 2011

You broke my heart. So you leave me no choice: I have to break up with you.

Don’t get me wrong; it was fun while it lasted. You were always making me smile with your clever headlines and funny captions. And I’ll never forget all the times you thoughtfully gave me advice.

I thought we were a match made in heaven. I thought we’d be together forever. But you ruined everything. You took advantage of me. You weren’t faithful. You shattered my heart.

And now I have to dump you.

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38 comments

Solve Problems for Your Customers with Content, Don’t Create New Ones

by Andrew Hanelly · April 26, 2011

We in marketing love us some big ideas.

Attention-getting, jaw-dropping, breathtaking ideas that captivate our audience and sway them into taking action. It’s how we get noticed. It’s how we win awards. It’s how we achieve ROI.

Or so we think.

On paper, the ideas we come up with are brilliant. The storyboard is compelling. The concept will change everything. The “personas” are delighted. The idea is a success.

On paper.

But our audience doesn’t live on paper – they live in the real world. And they aren’t personas, they are individual people.

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