Customer Service and Reputation

Manage your Customer Service and Reputation all at once!

Once upon a time, I worked for Spencer Gifts. Part of the training package for new employees was a cartoon video that talked about customer service. The video talked about how customers experience Fear, Uncertainty and Doubt when it comes to making certain purchases. Having good customer service can help overcome the “FUD” factor.Good Customer Service  overcomes Fear Uncertainty Doubt

The training continued with data that told us that a happy customer will tell 2 people, while a dissatisfied customer will tell 10 people. This was in the days before cell phones! Ten people spreading news about your business could ultimately damage your business’ reputation. So, customer service and reputation were tied together at the hip. But who are we kidding, customer service and reputation have almost always been tied together.

Enter social media. Tho days of someone who is dissatisfied telling 10 people number has now multiplied by hundreds, thousands or millions. Depending upon the audience of the person who is posting, how active or passionate about a topic the followers are, a simple statement can raise up an item or make it crash and burn. That is how virility with a YouTube video, Facebook post or Tweet gets going.

Remember this story – United breaks Guitar – turned out alright after the fact Read more. But that video and example is used quite a bit in how customer service and responsiveness are so much more important now, then ever before. There are now over 14 million views of the YouTube video of an event that happened in 2009. All someone has to do is create a video, share it on their social media channels, and have a couple of key people share the posts before something spins out of control.

If you need to know more about managing your customer service and reputation through social media, check back. I will cover reputation management in my next article.

What is the best social media for your business?

Do you know what the best social media tools are for your business?

At a networking event recently, I had my 60 second commercial to give. I asked two questionsQuestion

  1. What is the best social media tools for your business?
  2. If you have time to do only one social media thing what would it be?

One person said it depends on your business. I countered with “for your business”.

The answer to the first question is dependent upon what type of business you have. Each of us have a different audience and a different product. Some of us market to other businesses, hence, B2B. Others market to consumers or B2C. Depending upon which type of customer you have depends upon which are the best social media tools for you to use. You can discover more in my series of articles on B2B vs. B2C social media marketing. Once you have determined which one(s) is right for your business, include them in your overall marketing plan.

The second question is a bit of a trick question. Where should you invest your time if you could only spend it on one social platform? My answer is write a blog article. The caveat is that it must be attached to your website like this one is attached to mine. I use WordPress as my platform. My blog is considered self-hosted. This helps your website work because it adds new content on a regular basis to your website. If you are regularly writing posts (regular is different for everyone, but my definition is at least twice a month), the search engines return to your site, find new information, and index your site higher in the search results for your related search terms. Writing a blog also helps demonstrate your subject matter expertise and shows visitors to your website that you are staying current on your industry.

If you have the time to expand into other social media tools, you have automatic items to share from your blog. It becomes a win-win!!

Give me a call, send an email, or reach out on social media, if I can help you establish the best social media tools for your social marketing efforts.

Social Media and Job Search

A few tips for Social Media and Job Search

I have been writing some help-guides for using social media and job search for Illinois workNet. I won’t steal their thunder, but I want to point out a few key items that showed up on almost every sheet that I created.socialJobSearch

  1. Job search and social media do not exclusively mean LinkedIn.
    1. Many of the other platforms have very relevant considerations for boosting your job search.
    2. Some platforms make more sense to find jobs.
  2. When you are in job search mode, you are creating a brand – YOURS. Be sure that you are making a positive impact for your brand on your social media platforms.
  3. Be consistent with your brand appearance – icon, images, voice.
  4. Participate regularly. The number one rule of marketing is your Brand/name has to be remembered. People will not remember your name if it isn’t in front of them regularly.
  5. Search – use the search function of the platform to find information about companies to which you are applying. You will also want to look at company culture and values to help you make a decision about applying or accepting positions.
  6. Status updates need to include two different elements:
    1. Let your connections know that you are in job search mode in a positive manner. NEVER bad mouth your former employer.
    2. Let your connections know that you have the beat on your industry by sharing thoughts and articles that are useful and informative.

If you need to know more of the specifics of the hand-outs I wrote, I encourage you to join the Illinois Virtual Job Club Network. We will be sharing the handouts there over the next few weeks.

 

Coffee Shops or Social Media

I am a huge advocate of social media.  That is stating the obvious, since it is how I make a living. While saying that, I need to say it is not the only tool you should use to market your business or is it? This Forbes article struck a chord with me.Why Social Media Isnt Doing For Us What Londons Coffee Houses Did For 17th Century – Forbes.

According to the article, using social media may help you spark the creativity and gain the new Time2Mrkt New Ideasideas that you need to be more effective on your job. That is what the coffee houses of the 17th century did. The coffee houses were bemoaned as a waste of time, much like people bemoan Facebook or Pinterest calling them and social media in general a time-sucking black hole. But, how many times have you found the answer or the spark for something that you needed on one of the social media platforms? How often do you turn to YouTube for the how-to of something you need to accomplish or learn? I would have to say frequently.

Today in the coffee houses, most people have their faces glued to a device of some sort, so it makes it next to impossible to strike up a conversation with a stranger. Unless you are attending a networking event, you may not meet anyone new or be able to get the spark of creativity. For people like me that work independently, we need a resource for brainstorming. Sometimes I turn to groups on LinkedIn, sometimes, I float around on Pinterest or Houzz for construction ideas. I receive a number of e-news letters that sometimes give me the spark to write an article like this one.

Where does your inspiration come from?

B2B vs B2C – LinkedIn

B2B vs B2C – LinkedIn

LinkedIn is growing at about 2 new users every minute.  At the time of this writing there are 27B2BvsB2C Linkedin - Time2Mrkt million users of which about 90 million of them are in the United States.  In most cases the analogy most people use to describe LinkedIn is that it is your professional Rolodex and/or your on-line resume. As you are working in LinkedIn, you have the ability to use the resume portion of the platform to expand beyond the traditional one or two pages that are considered acceptable on a traditional paper resume. But in the marketing space how does B2B vs B2C – LinkedIn compare?

B2B – Because of the fact that LinkedIn is the number one professional social media platform it is natural to assume that this is more highly suited to the B2B world. For a business, I feel that it is imperative that you present you and your company as professionally and completely as possible on this platform. There are a couple of features that are available that I have discussed in other articles including my Top 5 Business Page Tips Series of articles.  To create a business page you need an email address that is name@company – not gmail, yahoo or any other generic email tool. On the business page enlist the items that are available –  the images, the products and services, careers, and the company status updates. From a lead generation perspective, the leads may not come to you, but the platform enables you to warm-up cold leads.  For any business with a number of employees, each person should have a 100% complete profile using the keywords for their personal skills and within the employment description, the company keywords.

B2C – the advantages for a consumer driven business are also beneficial to a B2B business. Personal profiles should be complete for your key employees. Use the options to place your YouTube videos, links to specific landing pages on your website for each of your products, and if you have the staff to accommodate it, add up to three contacts per product or service.

The clear winner here would be a B2B business, but our business needs to be where our potential customers might find us. Is that LinkedIn?

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