Would you know if your customers were being ignored?

Quick, show of hands, how many of you would be comfortable leaving your store unattended while you were out making deliveries? No one? Hmmm… interesting, because that’s pretty much the equivalent of what so many companies are doing right now.

A very interesting article gave the following real world example (I’ve seen this happen time and time again):

John [customer] is irritated because he dialed in to a customer support department and was put on hold for 30 minutes. No one ever answered his call. He goes to the brand’s Facebook page and leaves a comment expressing his anger. No response. He then tweets at the brand’s Twitter profile. No response. So he writes a blog post criticizing the heck out of the brand and shares it all over the social Web. Still no response.

This situation really resonated with me since it is one of the very dangerous scenarios we protect our clients from with Whatcom Marketing’s Social Media Management services. We monitor for online comments, both praise and criticisms, and respond to ensure the customers’ needs are recognized and depending on our clients’ instructions, handle the issue (“We are so sorry to hear of your experience. Your account has been refunded.”) or assure the customer that they’ve been heard and a response is forthcoming (“We are so sorry to hear of your experience. We’re going to have someone in charge contact you right away.”).

Are you leaving your store unattended and customers ignored? Locking them out isn’t an option. Call us today.

 

Whatcom Marketing Eliminates Social Media Barriers for Small Businesses

Ferndale, WA – September 19, 2011

Social media sites like Facebook and Twitter provide small businesses a very cost-effective way to attract new customers and build their referral business. But it is something they are often not able to take advantage of due to time and expertise constraints. This is why Whatcom Marketing has launched a number of social media management services that enable small business owners to enjoy the benefits of a solid social media strategy without the significant time investment and risk of embarrassing themselves by working without a plan or strategy.

Continue reading “Whatcom Marketing Eliminates Social Media Barriers for Small Businesses”

Fear of Social Media

You’ve read for years now that your company should be engaging in social media (Facebook, Twitter, YouTube, etc.) and “participating in the conversation.” But that means sometimes encountering someone who will call you names while saying your service sucks and your policies are so bad that your business should be boycotted. Who would want that, right?

Having to participate in conversations where you or staff represent your company and everyone else can be anonymous is an unfair playing field. You want to be positive and professional while they can call you names and make baseless accusations. Run, run away fast, seems to be the best advice. Continue reading “Fear of Social Media”