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Customer Service: Your Social Media Tool Box

Like BackgroundJameson Brown of SocialMediaToday.com put it best when he called social media the “game changer” for the customer service industry. Instead of cold-calling and remaining in a stuffy call center, social media outlets like Twitter, Facebook, Pinterest and Instagram have put a mega phone into the consumers hands. While they are tweeting or posting about their joys and woes about the products they use day to day, customer service reps are listening and (hopefully) responding.

One key factor that makes social media work for customers is the connection between the companies’ agent and the consumer. Without that connection, big name companies are using the networking opportunity to leverage their marketing position, which is only a fragment of what social media can do for a company’s growth. Here are a few ways that you can use social media and various networking tactics to broaden your scope of connection with your customer base.

Think Bigger

Think of the social media networks, like Twitter and Facebook, as platforms that allow you to make special announcements regarding new products, deals for your fans and followers, cancelations and service interruptions. Posting pics is great too, but customers really want to relate and interact with their company through these networks. After all, it is a “social” network, which implies that the customer is communicating a message to the company and the company lets the customer know that he or she is heard.

The Power of Twitter Connections

One great example of a social media/customer service connection happened when I bought a 2010 Ford Fusion. I was so excited, because it was my first hybrid car, that I immediately posted the pic on my Twitter page. About an hour later, I noticed that the Chapman Ford AZ dealership, that had sold me the car, had replied to my tweet saying that they were so glad that I was enjoying my new car. This connection made me smile and definitely made a difference.

In a recent study, conducted by Software Advice, four of their employees took part in an experiment where they mentioned in their tweets several large corporations, in various industries. For four weeks these participants tweeted complaints, compliments and requests for help, using Twitter handles (@nameofcompany) and the name of the company, so that the company could know who was mentioning them and respond. The results to the study were pretty alarming and showed how little customer service agents are using this extremely useful tool. Brands like Starbucks, Walmart and Apple were surprisingly non-responders, and their competitors took their sweet time and hadn’t even responded to half of the participants. If a customer is complaining about their awful experience at Starbucks and telling all of her friends to boycott the cafe on Twitter and Facebook and Starbucks doesn’t respond, they didn’t just lose one unhappy customer, it’s possible that they lost hundreds thousands if the customer was a celebrity with fans.

Be Efficient

Brown’s article in SocialMediaToday.com was singing the praises of a company that knows how to do customer service on social media networks the right way: Zappos.com. They have a customer service Twitter account that responds to questions in a timely and efficient manner. When a customer tweets about their Zappos shoes, they know that they will get feedback, even if it is just a smile emoticon and a quick “thanks!” Forbes’ Jenna Goudreau says that Southwest Airlines has been known to update flight delays on their Twitter page.

Most importantly, don’t let your Twitter, Pinterest, Facebook or even blog lay dormant. Content is king, even if it’s a gallery of images that is regularly updated or brief updates on products and services, staying current and present lets your fans know that you are present and available to field requests, questions, or praise at any time day or night.


Yasmin Rose
A real go-getter, Yasmin encourages others around her to shoot for the stars and be the best in the world of business. She loves sharing tips on how to build your own start up and make it into a success.

Cost of a Voter [Infographic]


Article first published as Social Media: What’s a Voter Worth? on Technorati.

Social Media Value of a Voter

It has been a matter of discussion for a long time. What is your follow worth on social media? As business owners we are constantly trying to tabulate what a followers monetary value is. But what about the value of a voter?

PC Magazine answered some of these questions for us and assigned the monetary value we so desperately crave.

Twitter Follower: $2.05 Facebook Like (Fan): $8

Tweet: $5 Facebook Share: $14

Cost per Follower: $2.50-$4.00 Cost per Like: $1.07

Cost per Engagement: $0.75-$2.50 Can’t proactively engage

However, these numbers drastically change when you look at the value of a vote. A new tool is out that can tabulate the value of your social media presence to the Presidential nominee’s.
Read more at Business 2 Commuity

Social Media: A Double-Edged Sword

Social Media Miscommunication

Are you being misunderstood on social media?

Social media can be a great way to update your circle of friends on the latest family news, accomplishments, or general goings-on in your life. It’s a great way to reach out in a mass cluster, informing those you might not otherwise pick up the phone to call about every life event.

However, as much as social media has its advantages and conveniences, it also has its downside. When you start posting your opinions and viewpoints, the anonymity of your behind-the-screen typing can cause you to be more loose-lipped than you would when talking to a friend in person. You might inadvertently wind up saying too much, saying the wrong thing, or saying something you’ll later regret.

Imagine this scenario: one morning, while sipping a latte at a local cafe, you pick up a coffee-table magazine and come across an ad with a slogan that captures your perspective on animal rights. It reads: Pet stores don’t find homes, they find customers. You aren’t a fan of pet stores that sell animals, so you post the message on Facebook, sharing with everyone on your Friends list. Naturally, you think everyone will appreciate the comment as much as you do.

Unfortunately, with a few hundred Friends on your FB list, it slips your mind that one of your good friends and supporters, who happens to own several pet stores, is among your followers. Your friend is not in the pet business to exploit animals for money. She’s an avid animal lover, and does her best to protect the welfare of pets. Your comment has insulted, offended, and hurt her in a very personal way. Even if she doesn’t “de-friend” you on Facebook, you’ve lost her support and you’ve wounded the relationship, perhaps beyond repair. And you, the poster, may not have meant any harm, but harm was certainly done.

If you’d been at the coffeehouse with several friends, including the pet-shop proprietor, you surely would have been conscientious enough not to make any remarks similar to what you posted. Although your opinion about selling animals at pet stores remained the same, you wouldn’t have disrespected your friend’s career choice.

It’s all too commonplace to over-share or under-filter your comments on social media sites like Facebook or Twitter. You often make posts on the fly or even on a whim. But don’t forget, those offhanded remarks that you may instantly forget about, are out there being read and evaluated, and could even be damaging friendships, tarnishing your reputation, or destroying your career.

When you tweet or post, be careful of every word shared, and be mindful of the message you are actually sending. Here are five things to keep in mind:

  1. Pass on the Politics Think twice before you make statements of a political nature in a social media forum. Even if you’re certain most of your followers are of a like-mind when it comes to politics, you’re almost certainly wrong. While you may consider yourself to be open-minded and lighthearted when it comes to government issues, you may have friends that are more convicted and invested in particular candidates or hot-button topics. Remember the old saying that “politics make strange bedfellows,” and reserve discussions of your political persuasions to those you can, and would, personally confide in.
  2. Comment with Caution Although it may take some of the fun out of the process of social media sharing, consider every comment you make carefully before you release it into cyberspace. Think of what you’re saying from every angle, ensuring that you’re not putting yourself in a potentially awkward situation. Think of the example where the poster offended her friend because she posted what she thought to be a cute and widely-held belief about pet stores. Sometimes, our jokes or our “harmless” posts do more harm than good.
  3. Socialize Selectively Don’t accept every friend request or invite everyone you know to be social media buddies. There’s no point in trying to rack up the number of friends or followers you have as if it’s a popularity contest of sorts. Limit your social-media circle to those you want to share with. Keep your circle selective and close. Think twice about opening that circle to recent acquaintances, potential love interests, or friends of friends that you don’t really know all that well. Do you really want someone you just started dating to have access to your private pictures, thoughts, and friendships?
  4. Don’t Mix Business with Pleasure Keep your social media worlds separate. Facebook and Twitter are great places to share with your friends, but perhaps your boss wouldn’t appreciate the pictures of you from last weekend’s party. Open a Linkedin account for business posts and career commenting. But don’t be tempted to “friend” your colleagues, even if you consider them friends in some respects. You never know how things from your personal, private life might be construed or held against you in the workplace. It’s wise to compartmentalize and separate the business and personal sides of your life. And it may just help you keep your job!
  5. Reign in Your Ego Although friends and followers sometimes comment or tweet in reference to your posts, social media is often a one-way street. You write your thoughts, ideas, and updates, hit send, and that’s that. You can, and perhaps do, say whatever you want. You’re the master of your own domain. Social media is your own personal soapbox, and you’re free to get up on it whenever you want. And you don’t even have to witness the reactions from the crowd. You’re safely tucked away behind your computer, tablet, or smart phone. But you need to realize that not everyone appreciates everything your say. You are not the end all, be all of opinions. Of course, we all like to think of ourselves as having the right and most logical perspectives. But then again, so does everyone else. Be careful not to espouse your ideals as if they apply to everyone out there.

Social media is like the proverbial double-edged sword. It can be a fun, beneficial, and convenient way to communicate with friends and family. But, you need to be careful with a sword in your hand. You need to handle it in such a way that no one gets hurt. Watch where you swing the blade of your words, and don’t point sharp comments into the face of a mixed crowd. And remember, it’s been said that the pen is mightier than the sword. Your words are powerful, poignant, and have effect on those who absorb them. When using social media, be mindful of that power, and protect yourself by respecting the meaning behind every message you relay.


Sheri Staak has served in many Vice Presidential roles at both large privately held and publicly traded global companies. She’s a corporate powerhouse and has been the recipient of numerous sales awards and recognitions. In addition to her key position in a highly aggressive, extremely competitive industry, Sheri is a regular contributor to a travel newsletter, lending her expertise by writing articles that provide tips and advice for business travelers. She also shares her wisdom and business perspectives with regular postings at her leadership-focused blog, The Staak Report.

5 Tips for a Good Twitter Header

Article first published as 5 Tips for a Good Twitter Header on Technorati.

Last week Twitter announced the introduction of a header on the profile pages. The header is a big step in creating a nice mobile presence, as this is the first design element that is visible on the mobile site besides your avatar.

Your header is the most important elements of design on your Twitter profile after your avatar. It will have far more visibility than your background and now will be visible on both the profile on the main site and the mobile site. So now its time to get to the brass tacks, how do you design your Twitter header?

There are not too many options, you can chose to have black or white text and then a graphic. The graphic is where you get to flex your creative muscle.

Tips:

1. Don’t make it too cluttered. Remember that most people will be viewing this from a smart phone, which is small.

2. Don’t put too much text. People are not going to spend a lot of time reading your header. In fact, there is already text on it from your profile description. Keep your text simple and easy to read.

3. Don’t put an image right in the center of your header because it will be covered in text. Your primary image real estate is on the sides of the header.

4. Most of your header is covered in text.

5. Check how your header looks on the main site as well as the mobile, there can be some shifting when you view it from a smaller screen.

To help you create a good Twitter header, you can use this template. Just right click and save as. Make sure that it is sized at 1200 x 600.

 

Key to Success is Social Presence

In today’s time, we get to see that the internet has completely integrated in the lives of people. Everything is done online, like shopping, filling a form for admission in the college, paying the utility bills etc. Hence it is a necessity that entrepreneurs and big organizations alike should make a strong social presence in the growing economy. So if you own a large or a small business, the key to success is to go online, take necessary steps to improve the social presence and make your presence felt to the entire world with your products and services.

Why social presence is considered important?

We all know about the wave that is being created by two social networking giants Facebook and Twitter. Facebook now has around 955 million users and it caters to around 1 billion search queries per day. Whereas Twitter has around 500 million users, with 1.6 billion search queries per day.

The sheer volume of people using the Facebook and Twitter and the sheer number of search queries handled by these two social networking websites makes sure that small business should have a presence socially.

Moreover, having a social presence helps business to create a brand identity for them and helps them to cut down on advertising costs too.

How business can improve their social presence?

With Facebook businesses get an option to create their own page explaining about their service. Apart from this it helps businesses to interact closely with their customers. Apart from just having a Facebook page businesses can also participate in groups related to their niche and offer solutions and advice to the problems posted by people in those groups. When businesses work on this strategy it helps them to identify itself as a brand that offers help and easy to reach and this results in more people visiting and the page of a particular business.

Facebook also has their own ad platform where businesses can create an advertisement and those advertisements will be shown on profiles of the users who have interest in the niche where the company provides its. This feature also helps a business to improve its social presence in Facebook

With Twitter, a company can generate business based on the number of followers it has. Businesses can create their own profiles and post tweets about the service they offer. When posting the tweets they should make sure that the services offered should be preceded with #. This symbol is called a hashtag and identifies key words for the internal Twitter search engine. When someone searches for these words in twitter the results shows the tweet posted by the business and there is a good chance that user can follow your business and can become a customer.

Similar to Facebook, Twitter also offers paid advertisement to improve the social presence of a business. There are two paid advertisement options available with Twitter. First offer is called “promoted Tweets” and second option is called “promoted Accounts”.

With promoted tweets option, the commercial tweet you post is promoted when a user searches for those keywords. The tweet shows up in the newsfeed of the search results. Whereas, with promoted accounts your twitter profile can add more followers related to your niche on the basis of pay per follower.

These are methods through which a business can improve its social presence with social networking giants like Facebook and Twitter. The importance of businesses to improve its social presence is definitely increasing as recently Google plus has also integrated their Google places listings with Google plus profiles. Therefore, I can very well conclude that businesses need to improve their social presence in order to remain successful in future.


Philip is a guest blogger interested in writing informative contents related to social media. Recently Philip has updated information on how to improve social presence for a business on his website. For more information please visit social-presence.net

How to Deal with a Social Media Mutiny

It all seemed like such a good idea at the time. We’ll open a Twitter account, get a load of customers to follow us, they’ll love our brand and shop with us even more than before as a result. Beautiful in its simplicity right? Not when your Twitter stream fills up with comments such as this…

For online businesses, what started out as a way of building brand loyalty and boosting sales can quickly turn into a sounding board for the disgruntled customer.

If you’re in charge of your company’s social media account, how do you deal with the fallout from unhappy customers venting their frustrations all over your Twitter page?

Get Them Offline

While it may be tempting to make a public display of how you are dealing with your customers’ complaints, it can quickly deteriorate into an online slanging match. Leave the “he did this”, “she did that” for emails and phone calls as this isn’t something that you need your other customers to see.

Go back to the complainant with the details of your customer service department and make sure they are dealt with promptly and effectively. If someone has hit Twitter to complain about you once before, you know they will go back again if they aren’t happy with the way you have dealt with their complaint.

Answer Everyone

Managing a social media account has now become a full time job for many large companies. Customers are hitting social networks 24/7, and you need to be on-hand to answer every complaint that comes in.

Everyone who complains to you on Twitter will expect you to come back to them, just as they would if they had written or emailed, so don’t treat unhappy customers any differently just because of where they made their complaint.

Make your reply personal to them, don’t just copy and paste a standard “complaint” reply, and direct them to somewhere that is not your Twitter feed that will rectify their problem.

Retweet & Reply to the Positive Comments

Managing a company’s Twitter account may sometimes feel like putting out a million different fires all at once, but like us here at business gifts it is important not to forget the positive comments too.

If people visit your Twitter page and it is solely a stream full of unhappy customers, this is going to have serious repercussions for your company’s reputation. Make sure you reply to everyone that leaves a positive comment and encourage them to leave you a testimonial too.

Also, retweet the positive comments you get so that they show up in your feed and are visible to anyone who visits your Twitter page.

Using Twitter can be a great way to communicate with your customers and develop a feeling of brand loyalty, but it is also a magnet for the disgruntled customer.

If you are just starting out on your business Twitter journey, make sure you consider how you are going to deal with negative comments before you go online, and have your customer service procedures in place so that you can handle complaints in a professional and effective manner.


Daniel Vince is Sales Manager at The Corporate Gifts Company which is a leading
supplier of promotional items, which offer amazing high quality from silver plated
luxury corporate gifts.


		

Can Social Media Really Work for B2B?

Right now, social media is right at the fashionable heart of marketing. You can’t move for tips and advice on how to utilize this most exciting of play-things, and all of the time the biggest brands are falling over each other to saturate the likes of Twitter and Facebook with their advertising message.

For the B2B marketer however, it can feel like sitting outside the door of a party that you haven’t been invited to. Sure you can hear the sounds of everybody inside having a great time, but you are left wondering how to score a ticket to this most exciting of marketing experiences.

Social media has always been a tough nut to crack for B2B, with the very nature of individuals sharing their likes and dislikes not always feeling very compatible with the world of marketing databases and corporate gifts.

Social networks are where people go to gush about their favorite brands or show off to their friends about the latest cool thing they have bought, and this can leave the B2B marketer scratching their head and wondering what is in it for them.

So brace yourself for some more advice, as we explore what is in it for the B2B marketer, and how they can reap the benefits of the social media world.

Just One Question

Whoever you market to, whether it’s individual consumers or businesses, you should always ask yourself the most fundamental of questions, why do you want to utilize social media marketing? There is only one correct answer, “because that’s where my audience is”.
The answer to this question will dictate everything for you going forward. It will help you to decide which, if any, of the social networks you should be targeting. It will help to dictate your message, your tone, your strategy, whether you are trying to sell to people, whether you are trying to brand build, everything comes down to where your audience are and what they are doing when they are there.
Don’t get drawn into the “fad” aspect of social media, see it as just one tool in your arsenal of communicating directly to your customer base.

Now What?

Once you have completed this process of identifying which social networks your target audience are using and what they are doing there, it is time for you to draw up some realistic expectations, targets and how you hope to achieve them.

Remember the analogy of social media being a tool in your arsenal? Well change that to it being a tool box. Some social networks won’t be suitable for what you are trying to achieve and it is up to you to root through them and find the best ones for you.

LinkedIn is a popular destination for B2B marketers because it is a natural place for business people to meet and discuss more work related matters, whereas Facebook might not be as appropriate given its informal, more friendship based approach.

If you take to Twitter, will anyone really want to listen to you talk about your products and services? Step away a little and talk around your subject and about issues that your target audience will find interesting. Nobody is going to sign up to a sales spiel, become an authority on your target’s subject.

Make It Work for You

One of the main reasons why B2B marketers complain that social media doesn’t work for them is because they find it hard to use it to sell directly to their customers. It is here where they are making their biggest mistake.

Social media is so full of opportunities and if you look at it purely as a sales outlet you are not making the most of them. More than anything else, it is a gold mine of valuable information.

Are you still sending out mailers addressed to “Buying Manager” rather than using LinkedIn to find out their name, address, office, phone number and direct email? Oh look, there is a list of groups that they participate in, I wonder if my target has asked any questions or started any discussions in there that I might be able to contribute to…

Social media gives you the opportunity to know your targets better than ever before and introduce yourself in a non-buying situation before you approach them in a sales capacity. You can use it to improve your conversion rates for other marketing, build yourself as an authority in your industry and communicate more easily than ever before.

The opportunities available all stem from asking that first question, why do I want to utilise social media marketing. Finding where your audience are and what they use social media for will dictate your whole strategy.

If you are still scratching around looking to use social media as your new shop, you are missing the massive opportunities that are available for the B2B marketer.


Guest Blogger: Alan Grainger is a Web Marketing Specialist at The Corporate Gifts Company, a B2B distributor of executive gifts. Follow them on Twitter @corporategiftco.

Mobile Sense and the Twenty Times Rule

In order for mobile device users to remember a product, they must be exposed to the marketing repeatedly, regularly and at least 20 times before they remember it. Though it’s more of a challenge than the consumer would think, it can also be easier than a marketer may perceive it to be, especially using mobile marketing.

Integration is the method used to expose mobile device users to a product enough times for them to remember the product. If a marketing tool is only placed in a single location, odds are not high that potential consumers will have enough exposure to remember the product.

A mobile device user typically uses more than 10 programs. These include operating systems apps, add-ons, social networking and games, and the Internet. Integration is the process of placing a marketing tool in a variety of locations so potential consumers come across it over and over.

With over 4.8 billion mobile device users, (only 4.2 billion people worldwide own a toothbrush) mobile device marketing is booming and showing no signs of slowing down. An important fact to remember is that most mobile devices users are within arms reach of their device 24 hours a day.

So, the driving question is, “how does a company expose their product to the maximum number of potential consumers at least 20 times?”

First, a company must know the mobile device marketing options. Then, the company must know what these fast-moving potential consumers spend the majority of their time doing on their device. For example, advertising on a genealogy site to a market niche that is 50 or older makes sense. Advertising for teenagers (typically more interested in music and movies) on the same site does not. Mobile marketing companies have found that combining marketing channels is a more valuable product for consumers because an integrated strategy is the only way to run a successful mobile campaign.

Rather than put the cart before the horse however, a company first needs to know its options.

Mobile Marketing Options

SMS, MMS, IM, and MoBlog

  • Text messaging, multimedia message service, instant messaging and mobile and blogging services are some of the fastest and most cost effective means of communicating on a mobile device and have potential for mobile device marketing.

Mobile Operating Systems and Applications

  • The OS of each mobile device and the applications associated with it can be used to promote a product if used correctly in a mobile device marketing strategy.

Social Network and Gaming

  • Social networking and gaming provide a large conduit through with a company can reach potential clients. From overt ads to discrete, unobtrusive marketing strategies that do not interfere with the user’s objective, social networking and gaming marketing is almost limitless.

Internet and Search Engines

  • Marketing directly through a website or using search engine keywords, AdWords and analytics to expose potential clients to a product may be the best promising mobile marketing strategy to date.

Integration

The notion that the more diverse your marketing strategy and the more marketing avenues you utilize, the greater the odds that the target audience meets the company is the key to mobile device marketing. Just like individuals, a company shouldn’t put all their eggs in one basket. Integrate.

 

Alternatives in the Cloud: Knowledge is Power

All the cool kids at the water cooler seem to have one phrase on the tip of their tongue: the cloud. Everybody is talking about the cloud. However, thanks to various advances in cloud computing, not everyone is referring to the same thing when they reference the cloud.

Essentially, anytime someone mentions the cloud, they are referencing computing that exists as a service rather than as a product. Instead of a bulky disk that downloads a program onto their computer, cloud computing exists outside of their computer. The resources, software, or information that are provided as part of the cloud exist on a grid or network, which in most cases is the Internet. When companies use the cloud, they can expand their capacity and functions without having to add any extra infrastructure, hire any extra staff or purchase any software. For instance, if a company needs to engineer a large-scale project, they no longer have to waste weeks planning to buy new servers or other equipment. Instead, they can simply sign onto a cloud computing service that offers them this functionality without requiring them to spend piles of cash.

When many people think of cloud computing, they immediately think of the cloud services offered by Amazon or other big names in the industry; unfortunately, a relationship with any of these companies can be costly whereas a relationship with a smaller company may be just as effective or even more effective for less money.

Although most people are referencing the same set of advantages and the same general ideas when they refer to the cloud, there are several different forms of this emerging technology.

Six Types of Cloud Computing

  1. Web-based clouds. With the right web based service, business owners can avoid using expensive applications that may require a lot of space on their computers. Instead, they can perform the same functions from a web-based program. For example, they can use an API for something as ubiquitous as Google Maps, or they can use a mash-up of various programs so that they can perform routine tasks like payroll or payment processing easily and efficiently.
  2. SaaS (Software as a Service). This allows multiple users to access the same web based software from their own browsers.
  3. PaaS (Platform as a Service). This layer of cloud computing allows businesses to run a stack of tailored applications on the cloud’s infrastructure without purchasing the software or servers that would have been necessary to run these applications a few years ago.
  4. Utility cloud services. Instead of employing a host of geeks to add memory here and there, businesses can now safely and easily store heaps of data on the cloud using the cloud’s utility services.
  5. Managed services. Businesses have been using this version of cloud computing since years before the phrase was ever used commonly. In this version, the cloud provider rather than the business employees uses the application. Managed services are commonly used for things like anti-spam services that many business owners find useful to outsource.
  6. Service commerce. A combination of SaaS and Managed Services, service commerce cloud computing gives the end-user access to a number of services from a single application. These applications act like personal assistants, and they can do almost anything for a company from helping them to track their expenses to helping them to organize their payroll.

These six iterations of cloud computing are just fractions of what cloud computing is capable of. As the technology continues to emerge, new ideas will come into play, and the types of cloud services that providers can offer will continue to expand and evolve.

With so many cloud-computing options, more and more business owners are looking to the cloud for their particular needs, and they have many different providers that they can opt to work with. There are companies like Amazon that have massive, sprawling cloud servers for enterprise businesses. For companies and individuals looking for an Amazon alternative, there are many smaller cloud service providers that offer the same services for lower rates.