Tag Archives: Social media

How to Create Emotions on Social Media?

How to Create Emotions on Social Media

How to Create Emotions on Social Media

Community Managers can not limit their daily brand promotion work through social networks to just schedule posts. They also need to interact, be thankful, answer questions, generate topics for discussion and intervene when necessary. In order to generate engagement they need to convey emotion. I will give on this post a few clues on how to do this:

1.-Use punctuation:

Exclamation marks to show surprise, joy, gratitude, optimism. Question marks to generate discussion, to obtain information from your followers.

2.-Use images that convey positive feelings:

Tenderness (puppies for example), philosophical (with phrases), enthusiasm (with pictures of landscapes, travel), humour (with comics). Try to provoke feelings that make the product get associated with the values that you want to express.

3.-Be a good host of your page:

Welcome new followers and thank fidelity. Make contests and promotions. Segmentate and personalise your messages.

4.-Use emoticons:

They can help you make sense of a sentence and really convey the feeling that you want to express. Many times a phrase without emoticons can have a positive and a negative reading since you lack the advantage offered by the use of spoken language or hand and facial expressions in order to convey what you really want,  that’s why emoticons are always really useful.

5.-Be humble and sincere at all times:

Two features that perhaps because many people don’t use or don’t express well in real life, are highly valued on Social Media communication and create a great receptivity by your followers and humanises your brand.

7 Social Media Marketing Guidelines

7 Social Media Marketing GuidelinesBeing present on social networks has become part of the promotional strategy of most brands, but it’s not enough to just have an account on Twitter, Facebook or any other SN. It’s important for them to follow some Social Media Marketing guidelines taking into account Customer Service to achieve a better followers engagement, so this will help them increase sales, which is the ultimate goal of every business.

For proper presence in Social Media a brand should follow these guidelines:

1.-Choose which social networks are suited to its target audience:

It’s not the same for a brand in the industrial sector or when they deal with a young or a much older audience or when they have products easier to sell by using pictures, videos or text. For more details you can check the following post.

2.-Use good content:

Publish posts that have to do with your business and products but at the same time are of interest to your potential customers. Don’t forget to use attractive images and comment everything in a synthetic and effective way. Convey emotion and humanise your brand.

3.-Be interactive:

It’s not enough to schedule your posts with publications tools but you must also strive to reply your fans properly in due time and form. Generate discussion through questions like “What’s your opinion about?” or “What do you think?” Intervene when necessary, always in a polite way and caring for your brand image.

4.-Be thankful and humble:

Thank your followers for their comments even if they are unfavorable. Recognise your mistakes and apologise when you have committed a mistake as a brand. Try to find a solution to any situation that may have irritated your clients and know how to deal with those most”difficult“. All this will help you to achieve “flipping” any complicated situation into favorable for your brand.

5.- “Seduce” your allies:

Locate your most loyal and influential supporters, give them your full attention so that in a social media crisis you may count on them to support you.

6.-Segmentate and personalise:

You definitely need to use a good CRM and useful tools like Google Plus Circles or Facebook segmentation options so they can help you to address your message to your target audience. It is also fundamental to communicate with your customers in their language for those products oriented to different markets. Make a good diversity management.

7.-Be always active:

If you have a page where you post once a month, you’d better close it. Therefore if you really want to keep that channel alive, it has to be managed day by day by a proactive Community Manager with a very clear orientation towards excellence both in promotional and relational marketing to make your fanpages grow in quality and followers with the ultimate goal of achieving your customers engagement.

6 Useful Customer Service Tips on Google Plus

It is my pleasure to welcome you, Premium Social Customer’s friends!

Google Plus is a social network that is gaining more and more followers and companies are rapidly including it in their SMM strategy. It has about 540 million active followers, compared to 1230 million Facebook followers, yet growing fast enough especially in the younger age groups and new technologies lovers. There’s less interactivity on its brand pages because its use is still unknown for many of its followers. Yet it is highly recommended for brands to be present on it for many reasons such as SEO positioning and an excellent virality. I’ve made a study of Google Plus presence for several American and European companies in different sectors and I’ve found that many of them need to enhance their Social Customer Service on it. I don’t mention their names for professional discretion.

These are the tips on customer service on Google Plus brands need to follow:

1.-Do not open a brand page on G+ and leave it abandoned:

With few exceptions, customers interaction is not replied by brands as quickly as it should. If a brand is really interested to be present on G+, then it has to manage that account in the same way that it does with its accounts on Facebook or Twitter. We know that there are also cases of mismanagement on these other social networks but these are even more usual on Google Plus.

2.-When dealing with different countries, assist your customers in their language:

Of course your communication with your customers has to be in their own language. Consequently you need multilingual Community Managers.

3.-Make your feedback using the same channel (Google Plus):

If a customer wishes to contact a brand via G+, the response should be through the same channel. I’ve found the case of an airline passenger who complained because they offered to help him on Facebook since they considered their G+ account as promotional only and he had no account on that social network.

4.-Promote your Google Plus account:

It shows that it is alive, that you expect people to interact on it. Publish posts, ask questions, announce events, organise hangouts, open a community. Make it known online and offline that your brand has a page on that social network and promote it also on other Social Media channels.

5.-Use the Circles:

This is an awesome G+ advantage. You can create various circles and segment your messages to each target audience.

6.-Of course, use your experience on other Social Networks:

You can follow the same recommendations about Social Customer Service that I explained on my post 8 Steps for Effective Customer Service on Facebook.

6 Useful Customer Service Tips on Google Plus

You Get What You Pay For in Social Customer Service

You Get What You Pay For in Social Customer ServiceNice to see you again, Premium Social Customer’s friends!

At a time of deep economic crisis, most companies are forced to adopt cost cutting measures. These affect too frequently Customer Service, which many managers still see as a function that can be performed by untrained and not sufficiently motivated low-cost staff. So, in an effort to spend less financial resources, service is provided by people in a working environment that doesn’t promote productivity, effectiveness or efficiency. Employees don’t fell identified with the company they work for and consequently Customer Service level becomes affected. This certainly has a negative influence on the image projected by the brand and in the Social Media Era with its high virality, any malfunction becomes quickly evident for all its customers and followers.

All of the above also applies to Community Managers. The management of a brand cannot be left in the hands of people without motivation, training, customer-oriented attitude and communication skills needed to successfully overcome any crisis on Social Networks. We see with amazement that many jobs in this sector are aimed at extremely young people without any work or life experience, without the “savoir être” or the “savoir faire” required to successfully carry out such a delicate task. Sometimes, employers ask for technical knowledges but they do not mention the most important aspect: the art of communicating properly with their Social Network users. It is very usual to see big brands badly managed regarding response times and interaction manners with their users on Social Media pages and accounts. In this sense, Customer Service experts have a lot to offer to this relatively new profession. On this blog there are several posts already published that speak about the importance of an excellent Social Customer Service level. Only those managers who realise the great added value that this represents and devote the necessary human and physical capital resources to it will succeed in making their brands become leaders in Social Media engagement, because you get what you pay for in Social Customer Service.

What Happens in Case of Absence or Bad Management of Social Networks?

What Happens in Case of Absence or Bad Management of Social Networks?Thank you for being here, Premium Social Customer’s friends!

In the current Social Networks era, brands need to have a well managed presence on them and this is sometimes better understood by small shops or restaurants than by many larger companies. I will briefly relate on this post two negative experiences as a client that I have recently suffered. One of it has to do with no presence at all on Social Media and poor Customer Service while the other case is about a brand with a Facebook fanpage but who makes a bad management of its Social Networks.

I was called by phone by an employee of a public service oligopoly who didn’t tell me his name or which department of his company he was calling from, but he did mention the name of the company and warned me that I was going to be charged an amount that month 6 times higher than usual and that if I didn’t agree I needed to contact a call centre. I went immediately to check my meter and realised by using a simple “rule of 3” and the previous month bills that they were wrong and that my consumption was within normal, then I called the Complaints and Incidents Dept. phone he gave me and they were unaware of the trouble, so I dialed another number that was on one of their bills as Meter Reading Dept. where they didn’t know anything either but noted my figure. I thought everything was solved. My surprise was that a week later the bill copy arrived by mail with the wrong amount, already deducted from my bank account. I called again their Meter Reading Dept. where I was “bounced” to Complaints and Incidents, where they said that in 7 days I was going to have the overcharged amount refunded. Since I was already mistrusting them, I searched on the Internet to see if the brand managed a Facebook page or Twitter account and my surprise was that they didn’t have any. Then I managed to find thanks to Google Maps their closest to my home Customer Care desk, went there and the agent who assisted me, who didn’t let me expose him the whole case, reiterated that I had to wait a week to get my money back.

The expected day arrived and there was still no refund in my account so I insisted again with Complaints and Incidents and that time they gave me a reference number, asked for my mobile phone number and told me they were going to call me later. The day after and without being contacted I called back again and they said that only 24 hours of my notification have passed and that I was going to receive the refund within another 7 days time and that the only way of sending them a letter of complaint was by postal mail! I asked for a supervisor and the agent on the phone replied: “I can’t because I am in charge of this call and have to assist you from start to finish”. Then I went back to the Customer Care desk and their employee told me in a rather rude way: “You have no reason to complain, this is the normal time for both billing and refunds.” The day after I received a refund invoice with the correct amount without even an apology letter. Finally, I received my money back.

Leaving aside the wrong billing and their lack of reaction when I communicated them the right meter reading, I will focus on their Customer Service mistakes:

1.-Employees who didn’t mention their names unless the customer asked them to.
2.-A Customer not handled either by the same agent or by the same department from beginning to end.
3.-Both the Complaints and Incidents and the Meter Reading Dept. said they didn’t have in their database the wrong misreading they had made of my meter.
4.-The Customer Care desk employee didn’t let me explain him my case and he behaved at all times with a “defensive” and lack of empathy attitude.
5.-The first time I contacted The Complaints and Incidents Dept. they didn’t give me a reference number of my complaint.
6.-I was never contacted on my mobile phone despite they promised it.
7.-In the second decade of the 21st. century they only accept written complaints by postal mail.
8.-They didn’t let me speak to a supervisor.
9.-No presence on Social Networks where they could have a feedback with their customers as a way to know why and how their service fails and improve performance at all levels.
10.-I never received an apology letter from the company.

The other case is about a chain of meat products stores. I started to follow their page on Facebook and wrote a post praising the quality of their products but complaining that some packs of beef burgers that I used to buy, now contained beef and pork, wondering why they did not continue selling the earlier version with less fat. I was replied that what happened is that the product always had the same composition indicated in the ingredients but now by law they had to state it clearer in capital letters and then their Community Manager wrote: “What happens is that you failed to read the whole label”. No comments! They also commited another social customer service mistake: It took them 23 days to give me that bad-mannered reply! Of course I immediately stopped following their page and buying their products.

How to Handle Difficult Customers on Social Networks? 10 Keys

How to Handle Difficult Customers on Social Networks 10 KeysBe very welcome, Premium Social Customer’s friends!

The role of a Community Manager has a promotional and technical side oriented to online marketing : the Social Media Marketing plan, content creation and curation, the measurement of your results and the analysis of your competitors. Another basic aspect is the need to be continuously updated on the different Social Networks, the various management tools and everything related to technology. Finally, it requires a great time availability, empathy, self-control and bargaining power: the Social Customer Service, the speciality of this blog. Today we will give some advice on how to handle difficult customers on Social Networks with these 10 keys:

1.- Appreciate their feedback :

Firstly you need to create receptivity. Consider that if an user has protested by no longer buying the goods or services offered by your brand or simply by not following your SM accounts, you are losing customers without knowing why. So let’s start thanking his/her involvement and showing interest in his/her complaints.

2.- Obtain and analyse all the information :

If the client has not given us enough information to assess the reason for the claim, you need to obtain it courteously by asking questions immediately afterwards in order to exactly know what happens. Do not act defensively in any case. These are basic customer service and ettiquette standards, valid both for online and offline assistance.

3.- Be empathetic :

Put yourselves in your customer’s shoes. How would we react if we had been treated the same way? Phrases like “I understand” or “I know what you mean” can open up many doors.

4.- Note that in Social Networks other people also read the dialogue :

Normally other readers tend to side with the unhappy customer and not with the brand, so you have to take good care of your language to avoid further exacerbate that bad perception. Instead of that, you should offer an acceptable solution to that claim in order to turn something that at first was a problem into an opportunity to enhance your image.

5.- Show yourselves always courteous and don’t take anything personally :

Good manners can always help to solve a complicated situation. Moreover, in response to any aggressive customer comment do not forget that you act as brand representatives and that they don’t really know you or have anything against you.

6.- If necessary, continue by other channels :

Tactfully and always thinking about the rest of the community watching your interaction, try to continue the conversation if it turns difficult to a more private channel such as a DM on Twitter, a Facebook message, a phone call or e-mail.

7.- Fast but with caution :

“Habillez-moi lentement, je suis pressé” or in English: “Dress me slowly, I’m in a hurry” it’s said that Napoleon ordered his assistant when he had to get ready to fight a battle. What I want to emphasise is that while it’s true that in Social Networks replies have to be made in a very short period of time, they must also be cautiously reasoned. That’s in fact an advantage in relation to traditional offline customer care, either by phone or face to face, where in extreme situations there is rarely a time margin for an agent to think about the answer given and only Customer Service experts are normally able to react appropriately.

8.- Prepare standard replies in advance :

A crisis protocol allows you to have different possible solutions to difficult situations, yet the variety of complaints that you will have may tend to infinity and there will always be something new, so you must also be able to improvise and have good negotiation skills.

9.- Good relationships with other staff :

It will allow you an easier access to technical data and tools better mastered by your colleagues in other departments. To obtain this you should always treat them as your internal customers, so they will be willing to help you when needed.

10.- Meet your commitments and make a good follow-up :

When you promise something to a customer, you must keep it. Likewise, you should contact afterwards to verify his/her satisfaction. This will surprise your client and make him engage to your brand and talk other people positively about it.

11 Advantages of Social Customer Service

Puente Ukiyo eWelcome back, Premium Social Customer’s friends! Thank you for reading a post on my blog which is also yours!

For offline Customer Service veterans, switching to online supposed a new way to serve customers. On the other hand, customers found a totally different way to communicate with brands.

On this post, we will list the differences between online and offline CS:

A.- FOR CLIENTS:

1.- Discretion:

Communication can be done discreetly, unlike a conversation in person or by telephone when we are surrounded by other people. We access our account on the Social Network through our private username and password.

2.- Quick and time saving:

Our input as customers in Social Networks takes the time we use to access the brand page and write the message. Meanwhile, when we go to a customer service counter, we need to go to the desk or office where we will be assisted and wait our turn. In a phone call we’ll probably have to hold the line until an operator is available. In both cases, if the agent doesn’t have all the information we request, we’ll have to wait longer for him/her to make internal consultations. In contrast, in Social Customer Service we’ll receive an answer on our account and in the meantime we will be able to do whatever we want.

3.- The customer is considered as never before:

Any client comments on the Social Networks will be read by all the community and will influence the opinion that the rest have about the brand. It is estimated that it takes 12 positive comments to counteract the effect of a negative one. Therefore, companies need to have community managers to properly manage those opinions made about the brand in the SN. In online attention only those people who are close to the client realises about the good or bad Customer Service level offered. For industrial companies there is virtually zero impact, while for the service sector although much larger, it is small compared to the scope of any claim or complaint through SN. Consequently customers have greater relevance and power nowadays.

4.- Quick and easy access to information:

We don’t even need to interact with brands through Social Media pages to have access to Q & A, offers, news, etc., because if their accounts are well designed we have all that information already there, while in the past we needed to get in touch with them by phone or personally in order to obtain these data.

5.- It can be done from anywhere in the world:

Through a wireless connection, brands can be contacted from anywhere in the world through SN without any additional cost. Contact by phone has much higher costs especially in the case of local companies from overseas. It must be said however, that today there are phone lines with local price even if the call is international and multilingual call centers that solve this inconvenience largely. These call centers can be a complement to Social Customer Service. Attention can also be done by e-mail, however, the service provided tends to be less homogeneous and sometimes not even correct, since it’s a private and not supervised communication and sometimes also people from other departments without adequate training in Customer Service reply them. Only through Social Network accounts properly managed by qualified Community Managers, customers obtain a worldwide, efficient, low cost and high quality customer experience.

B.- FOR BRANDS:

1.- New promotion channels:

Through social networks, brands have found a new way to promote their products and image.

2.- Low cost:

Advertising, Marketing and Customer Service through Social Networks is done at a lower cost than through conventional methods.

3.- Speed:

Brands can respond to changes in trends with enormous flexibility and speed to transmit messages. It also increases productivity and efficiency in Customer Service.

4.- Followers and fans:

There were no brand followers before Social Media and if their Social Networks accounts together with other aspects of marketing and product are well managed, they can become useful engaged fans who will support brands and be very helpful in their promotion and also in the event of a SM crisis.

5.- Access to new markets:

Easier through SM and Internet for a small company, which through a good strategy and digital presence is able to enter new markets. Something very costly in the past.

6.- Better customer feedback:

Not only can we better communicate who we are as a brand but we can also learn more quickly and easily what customers expect from us and adapt to it.

In conclusion, companies need to make an effort to adapt to this new way of communication. Only those that will do so are likely to succeed in this highly interconnected and globalised 21st. Century market.