Justin Flitter

it's all about the conversations... 
Tags


Filed under

customer_service

 
October 31, 2009

Customer Coaching

We talk about how to engage followers, and your social community for business development but I believe one of the greatest benefits of Social Communities for business is the opportunity to coach your customers. 

Coaching your customers is about sharing information about your product or service that can help them learn more about what it can do, how it can help or benefit them, and how they can help you to improve the product or service.

Here are 5 ways you can use Social Media to Coach your Customers.
  1. Webinars - regular screen casts or interviews showing/discussing interesting or advanced applications
  2. Twitter hashtags like #iusemyiphonefor or  #WildTurkey_and for new drink recipes or #fiascofoodmatch where people share the dishes they had with Fiasco Wines and why they matched so well
  3. Facebook Fan page - "I took my CactusBackPack..." where people take photos of their Cactus gear half way up a rugged slope with stunning scenery as the backdrop 
  4. Youtube videos - Like different ways to use your Baby Sling 
  5. Tworkshops - Use Tweet Grid to host small focus groups or workshops, its so simple you could even add people on the fly, informally for in-depth public discussions. 
Engaging your customers can happen in any number of ways but I reckon an approach where you are giving out great, helpful advice is both interesting and valuable to your customers but highly retweetable too.

Loading mentions Retweet
Filed under  //   coaching   customer service   customer_service   facebook   management   NZbizontwitter   social media   tweetgrid   youtube  

Comments [0]

October 27, 2009

Wifi, cafe's and powerpoints

Please take note if you are a cafe owner anywhere in the world.

People like me exist, we're simple creatures. We like good coffee, fast wifi and a powerpoints. 

Anyone using social media, IT or just travelling for business needs to be connected - YOU can make this happen, make it easy and make money from it too. 

Having just wifi, or just power points is like a half baked muffin - it's not much good!

Given Data Roaming costs charging $5 per hour for wifi is probably not a big deal for most people. 

Tomizone.co.nz I love you but need more of you, all the time, where ever I go!

Loading mentions Retweet
Filed under  //   cafe   customer_service   wifi  

Comments [2]

October 26, 2009

Customer Service is a Non-Negotiable

Delivering Customer Service is a non-negotiable aspect of being in business. There is no opt-out option, if you have a business or work in a business your duty is to provide customer service.

Non-negotiable means EVERYONE plays a part, every member of the business from the cleaner to the CEO must be involved, trained and held responsible for any customer interactions they are engaged with.

Customer Service is about engaging customers and empowering them to get the most from your business, products or services.

The same is very much said about Social Media. To get the REAL benefits found in growing and nurturing a Social Community around your business EVERYONE should be involved in contributing.

The term "Baked In" refers to functions within a software application that are included in the app rather than added on in some way. If your Social Media strategy like your Customer Service strategy is not Baked In to your business you will fail to reap the rewards.

Customer Service is not a department, it's a state of business, it's an attitude, it's how you build and maintain commercial relationships.

Thinking about Customer Service and Social media in this light will change your approach; to business, to exceeding customer expectations and to new business growth.

Training staff in Customer Service might be as simple as a 30 second elevator pitch that they can easily repeat when ever they are asked "So what does your business do?", or how to answer the phone and politely direct calls to the right person.

Training staff in Social Media might be as simple as helping people understand what Social Media is, giving them some experience using Facebook or Twitter or perhaps encouraging people to write for the company blog.

Customer Service will either drive a business to dizzy heights or dump it into the hole of non-existence. However you chose to integrate Customer Service into your business, it's success depends on the vitality and empowerment you give it.

Loading mentions Retweet
Filed under  //   business   customer_service   management   marketing   socialcrm   social_media   team building  

Comments [1]

October 25, 2009

Your Brand's Aura

Your Social Media Community is valuable. Its not just a broadcast medium to tell the world what you're up to, its a mechanism for social engagement. It's a tool to build an aura around your business

For brands and businesses yearning for lower new customer acquisition costs and more repeat business an active social community is a powerful way to extend your brand's aura beyond your shop door, local community or radio stations frequency.

With insightful, interesting content  like top 10 tips, advice, blogs, whitepapers and videos you can teach and encourage your customers to think and use your product or service in a new or different way.

Post purchase engagement is the essence of maintaining a rewarding relationship with your customers. If the relationship ends when the till goes ka'ching, ka'ching your almost resigning yourself to the fact they may never shop with you again. And yet that person has chosen to spend money with you and buy your product or service because they feel it will benefit their life it some way.A regular email or newsletter is soft, generic and just broadcasting to thin air. True social engagement is personable, interesting and fun. It captivates, builds trust and confidence and gets more people thinking and talking about you. Who would not want that sort of emotion floating around your brand like an aura of protection. Your social sentiment scores would go through the roof!

Let your customers have more of you, your business and your product or service. Get more from your customers by communicating with them regularly. Go get em! Stick your neck out, be proactive, entertaining, let your personality shine through,  ignite excitement and passion in your customers, allow them to become apart of your brand.

What's your brands Aura like? How bright is it? How many people can see it, feel it, experience it?

 

Loading mentions Retweet
Filed under  //   aura   branding   brands   business   customer_service   management   social media  

Comments [0]

August 19, 2009

QAQNA: Do We Have a Leadership Problem? http://bit.ly/t0ss2 helpdesk customer_service

via Ping.fm

Loading mentions Retweet
Filed under  //   customer_service   helpdesk  

Comments [0]

July 30, 2009

Are There Good Customers and Bad Customers? » makeorbreakmoments.com http://bit.ly/Xq1Nh customer_service

via Ping.fm

Loading mentions Retweet
Filed under  //   customer_service  

Comments [0]

July 27, 2009

#helpdesk zendesk socialcrm customer_service customer_experience socmed goodkarma http://ping.fm/1sfg2

via Ping.fm

Loading mentions Retweet
Filed under  //   customer_experience   customer_service   goodkarma   socialcrm   socmed   zendesk  

Comments [0]

July 27, 2009

If you're a helpdesk or customer_service person I would like to connect with you on http://ping.fm/LnZIt

via Ping.fm

Loading mentions Retweet
Filed under  //   customer_service   helpdesk  

Comments [0]