Tag Archives: customer service

Additional benefits of social media

Good Afternoon, Social Rabbit here with your guide to the world of social media.

There are many good reasons why businesses should be using social media, these are the standard…

  • Increase brand awareness
  • Engage customers
  • Build relationships
  • Increase sales
  • Build trust
  • Get ideas
  • Listen to customers

However there are also some others that are not mentioned quite as much….

Brand Protection

People are chatting about your brand/business/service saying OMG I had the most awful experience and would never go again etc.  You can listen to this and help change their perceptions (and others with it).  By listening to customers via sites such as Social Mention or Addict-o-matic or even just using Google/Bing or Yahoo you can find out what is being said,  is it good, bad or indifferent?  You can jump in and nip complaints in the bud before they get out of hand, and therefore protect your brand.

Market Intelligence

Use the tools I mentioned above to see what your competitors are doing, what is working for them?  When are they doing it?  How are they doing it?  What are they using?  How often are they using it?  Try to find out where the gap in the market is that you can jump into.

Customer Service

There are already a number of companies using Twitter (mostly) for customer service, eg Best Buy, Telstra and Cisco to name a few.  There are also many Facebook pages using it as a customer service tool with people monitoring the pages continually.

Barrier to Entry

By building up a following for your business/brand/service/product you can create an effective barrier to entry that money can’t buy.  Companies cannot buy trust and loyalty very easily, so for small businesses this can set you apart from larger competitors and effectively prevent others from entering your space.

Retention and cross-sell

This is similar to the selling angle that often gets discussed, but instead of selling products to new customers try to sell different products to existing customers.  They already trust you, have a relationship with you, so it should be easier….

Recruitment

IBM used a gaming video to teach people about business process management, they made it fun, and by doing so changed the perception of IBM with uni graduates, so that they now want to join IBM.  Here IBM changed the company perception and educated customers in a fun way.  People who love what the company is doing will want to join, so they find you rather than you finding them!

Younger generation appeal

Similar in the way that social media  repositions a business’ reputation as a fun, innovative place to work it can also widen the appeal of the businesses products and services.  Coach bags in the USA crowdsourced bag designs because they wanted to appeal to the 14- 24 age group.  Through social media they did this and so repositioned the brand in consumers eyes as appealing to them rather than something my grandma uses!

Staff Engagement

This is something I have experienced in my business where the team pull together to represent the business to customers.  They like to be involved, particularly those who are not usually on the front line because a) they feel valued and b) they feel that they are making a difference.

All of these reasons are even more reason for your business to get involved.  No longer is promoting your business about who shouts the loudest, instead it is about who is creative, innovative, up with the times and are playing where their audience are.

What do you think?  Are there any other benefits that you are experiencing that I haven’t mentioned?  Let me know in the comments below or on the Social Rabbit Facebook Page.

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Filed under Small business, social media, twitter

Should I delete negative comments?

Good evening, Social Rabbit here with your guide to the world of social media.

The answer to: Should I delete negative comments is NO.

Why?

  1. A negative comment is a chance for you to fix the situation
  2. It is a chance for other customers to see how you handle negative feedback and to get feedback on common issues
  3. It demonstrates how good your company’s customer service is
  4. It shows your customers that you do listen and do care about them

Often a negative comment on a Facebook wall or on Twitter is a bit of a cry for help, the person is fed up of talking to the customer service department, they are getting no where fast.  They think that by posting a comment in a social media space where more people will see it will shame the company into responding.  However in many cases companies “freak out” (it’s a technical term) and just delete the comment as they don’t want anything negative impacting their otherwise warm and fluffy wall.

However deleting only makes the problem worse… imagine I am cross and complain on the Facebook page wall of the company, I go back the next day to see that my comment has been deleted, I now have 2 reasons to complain!  Not only this company won’t listen to me but they are also rude and are ignoring me….

If you do get negative comments what should you do?

  • Answer them calmly, without getting annoyed with the person making the comment
  • Deal with it quickly – remember other people are reading into
    a) how long you take to respond
    b) what your response is
  • Don’t assume you know the answer, feel free to ask for more clarification or the outcome they’d like
  • Don’t be afraid to take the conversation off-line by asking them to email/call you to discuss it
  • If the comment is something like “your product sucks” often that isn’t worth a response, if you have a good community built up in your network then they will often slam that person far harder than you could have.  Let your community do this for you, let them defend your company, your brand, your service that’s when you know you have built a great community
  • Understand that often the person just needs to let off steam and they are not having a go at you personally!  So don’t make your response back personal.

Make sure your team know what your policy is to negative comments so that they deal with them in a professional and polite way.  After all the goal is to turn those negative comments people (who obviously care otherwise why would they bother to moan….)  into raving fans who tell everyone how wonderful you are, how quickly you sort out issues and how much you care.

Have you experienced negative comments on your social media pages?  Tell me in the comments and what happened when you dealt with it (as I hope you did and didn’t hit delete!)

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5 Things to NEVER do on Your Facebook Page

Good Afternoon, Social Rabbit here with your guide to the world of social media.

Many of you may not be aware that there are some definite “no-no’s” on a Facebook Page, so today I thought that I would cover those.

  1. Don’t delete negative comments
    LUUUUUUUUURVE those negative comments.  Negative posts and comments are an ideal way to show people a)  How good your customer service is, ie you listen and address issues, b) That you care, c) That you are monitoring your page and are engaging with your readers and d) You can turn someone who is moaning about you into a raving fan just because of how positive the experience of you addressing the issue is.
  2. Don’t promise and not deliver
    We can all get carried away and promise the earth to get people to join our page, and then not actually deliver.  But remember Facebook Page “likers” are like elephants, they never forget.  People will get turned off if they joined because you promised x and they never see it, this could be that your page will offer tips on gardening, or free ebooks, or regular updates on the state of the nation.  Note that they may not “de-like” your page straight away, but with personal Facebook profiles limited to liking 500 pages, your page may be replaced if they don’t feel it is delivering what it promised.
  3. Don’t ignore your “likers”
    If someone posts or makes a comment on your page respond to them.  People want to feel acknowledged and loved and you can do this by commenting back to them.  If they know that you are listening (which they assume you are if you post a reply) then they will want to comment/post more because it makes them feel that you value what they have to say.
  4. Don’t get obsessed with the numbers
    Don’t check the number of “likers” on your page hourly and then get disheartened if 2 have fallen off.  Remember it’s not about the quantity, it’s about quality.  Again don’t get too disheartened if people aren’t commenting too much.  On the Social Rabbit Page there aren’t that many comments and yet there are a lot of people who tell us how much they enjoy the posts, but they don’t post it on the page.  So don’t take it personally, and don’t obsess about it.  If you do have a huge drop off then look at what happened leading up to that drop off and use it as a learning to move forward.
  5. Don’t make it hard for people to contact you
    Remember that social media is all about being social… and for those of you out there who don’t like dealing with people – tough!  That is what you need to do, you need to care, make them people special and enjoy the interaction with them.  Don’t not include your email or phone number on the page because you don’t want to be contacted – encourage people to contact you, encourage the feedback and you will grow a community and build relationships that will help your business.

I hope readers that you aren’t doing any of these 5 things, and if you are please fix it up.  You will have a much better page and community as a result of it.  I will give you examples in a later post of pages that are doing these well to give you ideas and suggestions for your page, so watch this space.

In the meantime help us reach our target of 3000 people who like the Social Rabbit Page by the end of May.  When we get there we will release a free document of 101 Facebook tips, so please refer your friends.

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Filed under Facebook fan pages, facebook page, Small business, social media