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Internet Marketing, Strategy & Technology Links – May 5, 2009

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Word Associations – Customer Service – What Comes to Mind?

I think we all have different images about what customer service should be.  But what’s the first thing that pops into your head?  I polled twitter to find out:

twittercustservA lot of frustration.  As @TerryBean said, a “dying art”.  @mistygirlph mentioned customer experience.  @damnredhead and I had a longer conversation about how non-verbal communication is often forgotten (hands in the pocket or crossed arms).  I like the images @impossibleman mentions – “standing along side” and “walking them through”.

Customer service is one of those touchpoints that companies often ignore as a cost center – or if they do provide customer service, forcing the employees to follow scripts or processes instead of actually helping customers.  Customer service is a huge part of the experience companies have with customers.  It’s not just about after the product/service is bought.  It’s beforehand, it’s during and it’s after.  Customer service is about experience and reputation.  Customer service impacts all business departments – marketing, PR, accounting, etc.  Being dedicated to customer service and actually providing good customer service are two different things.  But customer service is something that can help companies make it through a tough economy.

I had a conversation with @CharlieCurve on the phone and he mentioned the problems Twitter was having last summer where it was down for days at a time.  People were frustrated but were still fighting for the brand, wanting it to make it – embracing the FailWhale.  If your product or service were to have that kind of problem, how would your customers react?

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9 Ways to Lose Business Using Twitter

angryhansvandenberg30Companies and inviduals alike have been flocking to Twitter.  Many companies are using Twitter to enage their customers in meaningful conversations, helping with support issues and questions, and gathering feedback to improve their products and services.  But some companies are just using Twitter as another broadcast medium, which can actually be harmful.  When using Twitter for business here’s what you shouldn’t do:

  1. Talk only about your company and products – Twitter is a social media for having conversations (that means two-way communication).
  2. Ignore what people are saying about you – Twitter gives your customers a voice.  Pay attention to what they’re saying.
  3. Fail to Respond – For very large companies with many followers, it can be difficult to respond to every request, but you should try as hard as possible.
  4. Talk about inappropriate subjects – This happens most often when personal and business subjects mix, but it could also be talking about controversial subjects.  Just keep in mind that whatever you say is out there for everyone to see.
  5. Sell to followers – Obviously some self-promotion is fine, but it should not be the main use of your Twitter account.  And you shouldn’t direct message every follower with links to your product or promotions.
  6. Ask for contacts – If people are interested in your products or services, they’ll contact you.  If you provide useful and helpful information, people will start to follow you.  People are very protective of their coworkers, friends and family, so don’t violate their trust.
  7. Ask people to promote your stuff –  If they find what you say valuable enough, they’ll tell others. Asking for a rt occasionally may be ok, but constantly bugging people to promote you will just annoy them.
  8. Don’t do anything constructive with feedback – Your customers are offering feedback because they care (if they didn’t, they wouldn’t bother).  If you don’t do anything useful with the feedback, they’ll stop giving it and it’ll be much more difficult to satisfy them.
  9. Take more than you give – If you fail to offer useful and helpful information, offer support and wisdom, and give information, your customers will stop listening and go elsewhere.

I think a lot of it comes down to acting the same on Twitter as you would in person.

(photo by hansvandenberg30)

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