You may be doing a great job with social media for your company — creating great content, having conversations and really engaging with your customers. But, if your customer service doesn’t align with the expectations set by your social media interactions, your success will only be short term. Eventually customers will experience your customer service and if it doesn’t align with expectations built by social media, all your hard work will be for naught.
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Social Media
Be Ready to Respond if You Ask for Feedback
Engaging customers is all the rage with businesses big or small. Companies are adding communities, comments and reviews to their websites to encourage feedback and conversations. This is all good. However, if you ask for feedback from your customers, be ready to respond when they give it. Not responding is worse than never asking in the first place. [Read more…] about Be Ready to Respond if You Ask for Feedback
Defining Conversions
Just like Metrics and KPIs, Conversion is another measurement term which is often mis-used (thanks to Jim Suchara for the suggestion). A conversion happens when someone completes an action you want them to take — purchases from you, signs up for a newsletter, registers for a webinar, etc. So, just like KPIs (key performance indicators) measuring conversions requires first understanding exactly what it is you want people to do — what are your business goals and objectives?
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