True stories from the social media trenches
Start the relationship
My daughter and I visited a new local pet store, resulting in adorable puppy coat for Buddy. The store owner took a quick photo, created an adorable Facebook update. For our next purchase, a dog bed for Buddy’s crate, I took the photo at home and uploaded to the shop’s Facebook page.
The clasp stops here
Clasp breaks on my friend’s expensive purse when she accidentally drops it at a fancy dress ball. Emails manufacturer. “Too bad”, says customer service, “you dropped it.” Friend searches LinkedIn to locate CEO of purse manfacturer, and sends a message. Result? New purse for friend.
The whole world is watching
Customer receives delivery of an online order from gourmet company. One product was substituted. It cost less than what she ordered, but her credit card wasn’t credited the difference. Did she call customer service? No, she posted a complaint on the company’s Facebook page and gave them 24 hours to fix the problem. To be sure she got their attention, she also posted on her own Facebook page and asked all her friends to visit the company’s Facebook page and let them know they’ve seen her post. She has a lot of friends. Solution: within 24 hours she receives a bonus shipment double the value of the substituted product.
Customer service is the new marketing
If you’ve created a social media platform for your business, you’ve created an extension of your customer service. Respond to comments within 24 hours, and use your response to build a better relationship with customers.
If monitoring your social media platforms doesn’t fit in your day, contact Content First. We’ll build relationships with your customers.