Tag Archives: Customer
Changing The Buzz Words in Social Business: “The Impact Equation” Delivers #ImpactEQ
The Impact Equation by New York Times bestselling authors Chris Brogan & Julien Smith is set for release on October 25th. I was thrilled to get an advance copy for review and am so honored to be able to share my experience in reading it with you here.
First things first, a little Q&A on who should read this book. In case you’re wondering if this book has something in it for you.
Q1: I’m just a business person, not a social media expert, is this book right for me?
A: Yes. It’s perfect for you. No social media mumbo-jumbo here. Just practical, real life information that you can understand and apply to your life and business right away.
Q2: I’m in the field, I’m already a “social media expert”, why would I read this?
Discovering The Hidden Value of Location Based Apps for Business #Custserv
There’s a misconception in the business world on the potential of Location Based Marketing. Many companies focus on the “How do we use this to attract customers”. However there is a flip side to the story, one many people in business just aren’t realizing. The power that location based apps give us to get to know our potential target clients, members of our community and our clients.
It’s Personal
When you as a business owner or business person start letting members of your community into your inner circles on location based apps, suddenly you have the opportunity to get closer. You get to know your clients, where they shop, what they do with their weekends, how much they travel. Sure it sounds like pretty high end market research, but take this to the base level. Take it to the one on one level, where you as a professional link in with your client, and you share with them all the things that they do. Suddenly you are seeing them taking their kids to sports, to the beach, going out to dinner, or maybe not doing any of this. As you get to know your clients via location based services you really develop an understanding of what they love, what they value. Next time you see them, you can ask them how they liked that camping trip, or about the great Thai restaurant they tried.
Two Location Apps that Give You New Insight to Your Client Base
Location based services like Foursquare and EchoerApp bring these previously cold relationships to deeper levels.
EchoerApp allows you to see what is happening in the community around you. It helps you frame what the people who travel through your area *really* think. It shows the ideas form and be amplified nearby, allowing others to guide themselves to the hottest spots, meanwhile providing insight to what the people in the area are really thinking. What do they really value?
Foursquare is individually based, it can help you get to know your client specifically.
Think about this when you consider the true value in getting involved in location based apps and services. Sure it’s great to make the mark for people to see you and what people are saying about you…but think about the flip side, isn’t it incredibly interesting to learn more about them?
Isn’t that the key to great service? Knowing your client?
5 Mindsets on Social – Bringing The Heart of Your Business Into Focus | #custserv
This post continues my series, which began with “If You Don’t ‘Get’ Social Read This.” The series focuses on clarifying some popular misconceptions about Social Media, and spotlights some of the trends and perspectives on social business as well as strategic approaches that can be used today.
This post discusses the importance of bringing the heart of your business into focus in order to achieve a true social presence, mindset and behavior.
One of the problems faced by those in social is that the general population, although very familiar with social networks at this time, do not fully understand how to function on a business level in this new frontier OR see it as something more foreign than it actually is. Many people understand that there is opportunity in social, yet admittedly do not know where to begin to understand uses of the various tools available to them. As social businesses we face challenges in finding ways to reach our clients, and we seek best practices to help us. At it’s core, social is
One Minute in Exceptional Service | Customer Experience #in #CustServ
An example of outstanding customer service attitude, from somewhere I did not expect. It all started at a red light.
We spend a lot of time training customer service people how to deal with conflict, how to respond in difficult situations. We talk a lot about how to deliver value, go above and beyond. Sometimes it’s the simplest example that pinpoints the essence of good service: in intention, attitude and approach.
6 Reasons Companies That Use Social Media Naturally Excel at Customer Service #custserv
People seek the human touch in business every day, yet more and more companies that do service over the phone turn their people onto scripts, people in stores are less helpfuli, companies are less responsive as the true owners of the companies are so far removed from the service levels, they leave the work with the clients to people who are no more invested in their “job” than collecting their next pay cheque.
A dismal picture, and certainly not every experience is like this, however I have to ask myself: why is it that when I think about the most impressive service I have seen in the past few months, it is coming from companies that have oriented themselves towards Social Media?
1. Social Media requires high engagement and attention.
Companies that have committed themselves to this will naturally be more
