While it might not seem as urgent to respond to happy customers on social media, taking the time to engage them can go a long way.
Being responsive shows that you care about your customers and you would go above and beyond to help them out. Time is one of the best gifts. Compared to avoiding the public relations nightmare of a negative viral tweet, the perceived value of customer compliments is relatively low. Always keep an eye on what your customers are doing and how can you help them achieve more. Dan is a customer experience (virtual) keynote speaker, consultant, author and podcaster. © 2020 Forbes Media LLC. Dan is a customer experience (virtual) keynote speaker, consultant, author and podcaster. Excerpts from Winning at Social Customer Care: How Top Brands Create Engaging Experiences On Social Media, available on Amazon. Say “thank you.” This seems obvious but is so often overlooked. All Rights Reserved, This is a BETA experience. With an appropriate response, you increase the likelihood that they’ll become return customers and brand advocates. ✅ Close/ Archive the messages that have been replied to. Free and premium plans, Sales CRM software. Enter your email and get our new posts in your inbox. ✅ Create a set of rules that will help you filter the messages that need to be responded to. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Share their work, they’ll appreciate it. So take positive feedback for what it is – a gift – and be sure to respond in kind. Tell them that you appreciate them as well, ask them questions about their experience, and show some interest in them since they have shown interest in the company. Create something especially for them. When customers have positive experiences with a company, they are more than happy to share them on... [+] social media. Your favourite brand sharing your work along with that ‘Thank you’. The idea that somebody takes time out of their day to tweet at a brand or post on their Facebook page something positive about their experience is really incredible. It is important to figure out how to do more of that so you can make more customers happy. ✅ Attach images and GIFs to your replies. So after your food coma this year, take some time to give quick social media shout outs to your best and most loyal customers. It is easier to complain on Social Media than it is to say something nice. Think about it: That never used to happen before social media became popular. Impact 50: Investors Seeking Profit — And Pushing For Change, The traditional role of “customer service” is to handle problems. View all posts by Sam. You care about them, so show them your love in the most memorable ways. People share their experiences on social media based on a simple equation involving expectations and emotions. Stay up to date with the latest marketing, sales, and service tips and news. This creates stress on responding to all questions and complaints, let alone compliments. Make sure the note is well-timed, well-written and mailed immediately. Consumers today want a relationship with brands, but that relationship must go both ways. Customers don’t always come and say great things about the brands on Social Media. This site uses Akismet to reduce spam. If resources are severely constrained, at least take the time to “Like” or “Favorite” positive comments.
So after your food coma this year, take some time to give quick social media shout outs to your best and most loyal customers. Use Crowdfire to provide customer service on Social Media, schedule your posts, share curated content and images and check your analytics. You may opt-out by. You don’t need to write long thank-you messages for a follower to be appreciated, but you should personalize messages to make them feel sincere. Also, I don’t mean that you put up a status or share a tweet with them, I mean really communicate with them, @ them and share something that might help them. Learn more at www.dangingiss.com. Click to share on Twitter (Opens in new window), Click to share on Facebook (Opens in new window), Click to share on Pinterest (Opens in new window), Click to share on Pocket (Opens in new window), Click to share on Telegram (Opens in new window), Click to share on Reddit (Opens in new window), Click to share on LinkedIn (Opens in new window), Product Update - Master Calendar, posts from all of your Social accounts, 18 B2B Social Media Marketing Mistakes (And How To Fix Them), 6 Ways To Thank Your Customers On Social Media, Product Update - Pro Edit Composer with Advanced Composing Options, 12 Useful Project Management Tools for Social Media Managers, 3 Content Types That Do Well on Social Media, 6 Easy Fixes That Will Boost Engagement on Your Social Videos, 5 SEO Content Types that Power Your Link Building, 9 Benefits of Using Social Media Automation Tools for Your Business. Here are three easy and creative ways to thank your social media followers: 1. His 20-year professional career included leadership positions at McDonald’s, Discover and Humana in the fields of customer experience, marketing, social media and customer service. Yes, Thanksgiving's about turkey, stuffing, pumpkin pie, and eating too much in general.
One thing that emerged with the advent of social media as a viable customer service channel was that customers suddenly had a vehicle with which to deliver… compliments. Premium plans, Connect your favorite apps to HubSpot.
Opinions expressed by Forbes Contributors are their own. Marketing automation software. Free and premium plans, Content management system software. After all, a person has just performed an unsolicited nice gesture – telling the world about the great experience he or she had – so the least companies can do is express some gratitude. ✅ Assign messages to your team members without giving them access to your Social Media account. She's an avid Crowdfire best time user. It helps you show the authentic and the human side of you. It helps you build your online brand as a great business. And make a big deal about it! Responding with a short video saying thank you or a personalized GIF shows that your brand is ‘human’.
Not only is this giving the happy customer a public badge of honor, it is sharing objective feedback about the company with others. Editor's note: This post was originally published in November 2014, and has been updated. Companies believe that fixing problems is more important than keeping happy customers happy. This infographic from Vital Design provides six simplel ways to express your gratitude to your clients, coworkers, and friends online. The suggestions are free, easy, and you might just make someone's day. And your virtual thank you notes don't have to be extravagant.
Woo them with your words and show them how you feel. It could be a video, a graphic, a GIF, a blog-post, a story (on … Thank You. Engage with the happy customer. So when someone says something nice about you. How (or even if) a brand responds greatly contributes back to the customer experience itself.
It could be a video, a graphic, a GIF, a blog-post, a story (on Instagram/ Facebook), whatever it is, make sure it is just for them and the world gets to see it.
I write about how a remarkable customer experience is the best sales and marketing strategy. Check their bio, or recent tweets to know their interests and share with them some of the awesome resources you might have about the subject they might be interested in.
Social media gave customers a voice, and marketers were soon out of their league trying to answer complaints. Try it for free! While it’s important to have gratitude in attitude, every so often we need to tackle the negativity in customer service, these tips will help you with that , Sam loves Social Media and everything about it. If you’re creative enough, your customers, their friends and family and followers will have a great story to tell. When you are available for someone, it means you value that relationship and that’s one way of showing gratitude. Personalise, make them feel great, be sincere in everything you say, that’s what great customer service is all about! And your virtual thank you notes don't have to be extravagant. All about Social Media and Customer service.
Use tools to make sure that you don’t miss out on any of your mentions.
Share or retweet positive comments. Lack of resources. But it's also about gratitude. This infographic from Vital Design provides six simplel ways to express your gratitude to your clients, coworkers, and friends online.
Helping them evolve is a way of showing gratitude. Customer service industry knows the value of gratitude in the attitude. Here’s what companies should do when someone compliments them publicly: Since it is so difficult and expensive to acquire new customers, keeping existing customers happy is paramount. Many companies are not properly resourced to handle all social media interactions, and/or social media agents are pulled off that channel in times of high call volumes. In addition, positive comments provide that elusive word-of-mouth marketing that many brands are spending lots of money to achieve – even though it is right under their noses. If your handwriting is legible, a hand written note is very impressive to receive. The obvious response to receiving a compliment is to say “Thank you.” 1.
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