Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on
Tuesday, 23rd May 2017.
Details of our next Twitter Chat:
Topic: Writing Content That People Want To Share
Guest: Rebekah Radice - Social & Marketing Influencer, CMO at PostPlanner, Columnist at Inc & Huffington Post
Date & Time: Tuesday, 30th May 2017, 6.00pm EDT
Channel: #SocialROI Chat
Click here for more information about our Twitter Chats.
Below is a curated version of the Twitter Chat with Jay Baer.
From the CEO Questions:
- ManageFlitter has been around for over 7 years. What are some of the biggest customer service challenges you've faced?
- Can you recall an instance where a customer taught you something that you otherwise wouldn't have learned? What was it?
- Many businesses neglect to respond to their customers on social media. Why do you think this is the case?
- Do you think social media has caused people to complain more and if so, why?
- "There is no such thing as a bad customer." Can you unpack this for us?
- 9/10 people would prefer to message a business. Why and what are the benefits?
- What are the first 3 things you would do after receiving a complaint on Twitter?
- People generally expect a response within 24 hours. Do you have any tips for combating slow response times?
- What does the ultimate customer care strategy look like to you?
From the CEO Questions:
A3 Businesses don't always back up social media proclamations with social media follow up, still stuck in old school. #SocialROI— Jim Katzaman (@JKatzaman) May 23, 2017
A1: Fear is often one of the reasons brands neglect to respond via social media. Vulnerability is still a huge barrier. #socialroi— Randy Thio (@ideabloke) May 23, 2017
A1: Monitoring social media and responding to all messages can be a full time job on its own, not many companies can have that. #socialroi— Natx Wang (@natxwang) May 23, 2017
A2. pt 3 And let's remember, a lot of customers get better treatment in social, so companies are training them to go here. #socialroi— Jay Baer (@jaybaer) May 23, 2017
A2: It's not that they're complaining more, it's just that social media has now given them a voice and we're now hearing them. #socialroi— Randy Thio (@ideabloke) May 23, 2017
A2) Social media is a quick yet more passive way to complain - so people use it! Great opportunity for businesses to learn. #SocialROI— Christin Kardos (@ChristinKardos) May 23, 2017
A3 pt 3 I say the customer is NOT always right, but the customer should always be heard. #socialroi— Jay Baer (@jaybaer) May 23, 2017
3A. Your "worst nightmare," can be your greatest teacher and sometimes they turn into to your biggest cheerleader. #SocialRoi— dorothy iltis cooper (@sittingpretty61) May 23, 2017
A3: There are several individuals out there with unrealistic expectations, but it forces you to improve upon your own abilities. #socialroi— Aashi Mital (@PivSolutionsCEO) May 23, 2017
A3: I wouldn't say "bad" customer, I'd say dissatisfied. Often that points to a discrepancy in customer brand expectations. #socialroi— Randy Thio (@ideabloke) May 23, 2017
A4 pt 2 And it's going to get MUCH more so. My kids are 18 and 16. They absolutely HATE the phone, or any synchronous comms. #socialroi— Jay Baer (@jaybaer) May 23, 2017
A4 It takes effort to message a business. The more customers do that, the more you know your customer base is involved & active. #SocialROI— Jim Katzaman (@JKatzaman) May 23, 2017
A4: No wait time. I don't have to worry about someone misunderstanding my pronunciation/accent. + I don't have to repeat myself. #socialroi— Natx Wang (@natxwang) May 23, 2017
A5 pt 3 One note on DMs here: If you're really good at customer service, you WANT to handle it in public. #socialroi— Jay Baer (@jaybaer) May 23, 2017
A5 pt 4 Remember, Customer Service is a Spectator Sport. So, if you're good, you want spectators. #socialroi— Jay Baer (@jaybaer) May 23, 2017
A5 as customer, I always appreciate (1) quick response to my outcry (2) handle thru dm (3) keep me updated on resolution #socialroi— Sue Duris (@SueDuris) May 23, 2017
A6 I have no problem with bots, if you do it well and use them to only skim off the obvious FAQ stuff #socialroi— Jay Baer (@jaybaer) May 23, 2017
A6. There must be a social care team.— Ai Zhang (@aiaddysonzhang) May 23, 2017
Small businesses can cut down budget on print advertising & allocate that to social care#socialroi
A7 pt 2 More specifically, best plan is to CREATE NEW CUSTOMERS with customer service. It can (and should) be a revenue creator. #SocialROI— Jay Baer (@jaybaer) May 23, 2017
A7: Be sincere. Show that you care. Answer the customer first > promoting your product. Most people do it the other way round. #socialroi— Natx Wang (@natxwang) May 23, 2017