Category Archives: customer service

Nine Ways to Say Thank You to Clients in Social Media

Nine Ways to Say Thank You to Clients in Social Media

Nine Ways to Say Thank You to Clients and Customers

Nine Ways to Say Thank You to Clients and Customers

A wise person one said that when you talk well of other people – they think that you are a brilliant conversationalist.  There is more truth to that than just the mere irony of saying something pleasing about someone else elevating you in the minds of your listeners.   In social media, we forget that speaking well of others make us both look good.

This may well be the most overlooked piece of business advice on the planet:  Social space is free – give your best clients advertising to build appreciation, loyalty, and brand recognition.

Many times, companies lack creativity when it comes to trying to say thank you to the customers

  1. Online Reviews – Statistics show that people are 23% more inclined to do business with companies that have positive reviews.  Translation?  Online reviews on sites like Yelp are gold for companies trying to get a leg up on the competition.  Leaving a positive review is a two-fold link because it allows people who find their services to read your reviews and find out more about your company.
  2. Shout Out on #Twitter – A good Twitter following can be an asset to any company that wants to broadcast news and PR about their company.  Twitter can also be an excellent platform to share news and press about clients with #hashtags, photos, and links.
  3. Post on Facebook –Posting a positive comment about a client on your Facebook or theirs with good #hashtags, links, and images shares your free social space.  Nothing draws good feelings like speaking well of their work or company.
  4. Share a Resource, Discount Coupon, or Expertise – Everyone likes a good discount or promotion.  If you have an excellent resource or expert on a topic that helps build business, then sharing it with good clients shows that you are on their side.  Some clients have a customer appreciation meeting and hire a speaker to share information on a business topic.  This shows that you are interested in the growth of their business.
  5. Feature on Blog – The nice thing about a blog is that you get lots of space to really do a good job.  If you are not a great writer, then ask the company to write their own highlight footage.  Either way, be sure to pass the piece by the company to make sure all details are accurate.
  6. Record a Testimonial for YouTube – If a picture is worth a thousand words, then video is worth tons more!  Whether you record a video for them or ask them for a video testimonial.  It does not have to be a professional video with a production crew, but it should be professional.
  7. Get Pinterested in Them – Pinterest is the fastest growing social media in the female demographic.  If your clients are in this demographic, sharing an image, links, and #hashtag posts on Pinterst can get others interested in their company.  It is a good idea to have a board for nothing but client testimonials.
  8. Share the Good News – If your company has a monthly newsletter (and you should!), profiling a client or customer works to show progress as well as encourages others to strive to be featured in your newsletters, especially if your client base is business to business (B2B).  The exposure could bring new clients to their business.
  9. Linkedin is Plugged In – Linkedin is the perfect social media to recommend your clients because there are mounds of potential clients and it is set up for reviews.   By adding those reviews to your Linkedin company page or theirs, your groups, and your status feed, you can really help them get the word out.

The best way to think about ways to say Thank You to your clients is to use your social media FREE real estate to help them build their reputation and following.  This method builds good will with your important clients as well as gives you great content for your social channels.

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Customer Service Stabbed Marketing in the Office with a Knife

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Do you have a clue what is killing your marketing efforts?  Whether you are a small business or large corporation, it is likely at least one of these customer service issues is planning the death of your marketing dollars!

Recently, I had occasion to travel across several states on business and pleasure.  Traveling provides a unique opportunity to view the world of customer service from the good, the bad, and the ugly.  While noting that the holiday season brings out the worse in both customers and customer service, it was particularly apparent that most companies do not take enough time to think through the rationale of integrating customer service into the marketing department instead, as is traditional in most case, into the sales department.
 
As an even bigger offense, if for some unfathomable reason, customer service is a department unto themselves because the divide between performance and evaluation increases at alarming rates.  Without doubt, more marketing dollars are needlessly wasted each year on ineffective customer service than any other marketing endeavor.  Clearly, the most preventable cases the murder of marketing dollars is easily fixed by addressing these five customer service issues:

Man-Handling:  Many times, service representatives react with overzealous pressure on customers.  Upon asking to be left alone (clearly) to browse for shoes, I was continually followed and addressed by a sales person.  When I requested, pointedly, that the sales lady go away, she did only to be replaced by another salesperson from the same charm school.  As a result, my shopping experience was ruined and I left the store.

Cow-Towing:  For some service reps, good customer service is equated to bowing and scraping before the buyers.  The buyer feels horrible that the company or the service individual is fawning over them like an entourage following the diva of the week around the store.  With a strange mixture of discomfort and annoyance, the customer exits the store as quickly as possible.

Passive-Aggressive:  Interestingly enough, in the past few weeks, I have encountered this behavior in several professional settings. When asking for a call number in the library, the Librarian literally snatched the paper from my hand to go get the book from me with a curt, “that is my job!”  As I stood in shock staring at her back, it seemed an odd sense of customer service that resounded of policy filtration.  In another case, I was seriously asked, “What do you want?”  Looking around a large, brand name bookstore, I humorously ordered, “a double cheeseburger with fries and a chocolate shake.”  In both instances, marketing dollars are wasted as customer service is isolated from the rest of the company structure.  NOTE TO CUSTOMER SERVICE WORLD:  The customer does not care if YOU are having a bad day, so that excuse does not fly for me.

Know-Nothing:  In contrast, customer service employees that know nothing about the product or services offered by a company are the worst waste of marketing money.  When customers fill the store seeking details about services or directions to products, a customer service representative should at least have general knowledge.  If the product or service base is so large that no one could have a strong working knowledge, the product specialist should be assigned to aid the customer.  I watched as a bookstore employee advised a beginning PhotoShop7 (yes, I know….groan from the audience….PhotoShop7!) to buy the PhotoShopCS3 Bible because it was about the same thing.  Needless to say, I stepped in to advise her to look online for a copy for a Dummies or 24-Hour book appropriate to her version of Photoshop.  “What’s the difference?” she asked me politely.  “About $75, years of needed Photoshop experience, and the frustration of trying to follow a book that does not represent your software,” I replied with encouragement.

Techno-Interruptus:  Shopping for a new cell phone urged me to add one more criminal act of marketing murder to the sphere of customer service.  Although I do admit that technology is a wonderful thing for business, it might well be the worst thing ever created for customer service.  Encountering service reps texting or talking about a party on their cell gives the worst impression of a company and completely sends me toward the door.  If that customer service rep adds a deep resounding huff of “you are bother me” to the mix, then I might ban the store from coast to coast from my shopping experience.

In most cases, customer service initiatives can enrich the return on investment for every marketing dollar spent by a company.  Marketing expenditures can lead to increased sales and heightened positive brand awareness with the help of informed customer service force as part of the marketing team.