Posts Tagged Marketing

What’s your customer service strategy?

Posted by on Wednesday, 20 August, 2014

Brian Solis - Customer ServiceWhen I started my first customer service job in 1994 it was easy. If a customer had a complaint they called or dropped by. Occasionally they wrote a letter. Sure the grumpy ones told their friends over the garden fence, but that was just the neighbor.

That was 1994. Now it’s 2014.

Brian Solis recently said that an unhappy customer tells 20 people. A happy customer will tell only one. I recall hearing similar numbers back in 1994.

But in 1994 telling 20 people about a poor customer service experience wasn’t a crisis. Social media has given a new customer service tool. It has also given customers a new, public voice.

Let’s look back at the 20 people who hear about the poor experience. Imagine if one of those tellings was a facebook post. The average facebook user has 338 friends, which instantly turns that 20 into 357. Add in a Twitter account and it’s 576. That’s a lot different than a gossip session over the fence.

What can you do about it?

If you’re already listening to your customers (including on social media) and offering great customer service to minimize any poor experiences, give yourself a pat on the back. Well done.

If you’re not there yet, it’s not too late. Look at your policies and your team. Is that how you’d want to be treated? Yes, it will mean some changes and probably cost you some money, but can you afford to lose 20 customers for each poor experience? To quote Brian Solis (again), “Customers have to be asked and rewarded. It’s something new. It’s proactive customer service.” This is from a social customer service video series that he’s doing with Hootsuite. There’s also his book, [What's the Future] of Business?

And you can always email or Tweet me.

Hootsuite University – Six Months Later

Posted by on Saturday, 9 August, 2014

HootSuite Certified ProfessionalOne of the most popular pages on here is the post announcing my Hootsuite University certification. Understandably people want to check it before pulling out their credit card. I know I did.

Was Hootsuite University Worth It?

The short answer is yes.

As I mentioned in the original post, I did more work to become certified than I needed to. I could have done three courses, I did 10. I just felt it was too easy with just the three and the instructions weren’t clear. Fortunately the videos were easy to follow and some of the courseware is beginner level. I also had the advantage of having come back to Hootsuite after using Sprout Social for nearly a year.

So, what did I gain apart from $21 of credit card loyalty points each month and my name on a website?

How about a new client? In March I was asked to help a local foundation out with their digital execution for a few weeks. They were a Hootsuite Enterprise client and didn’t have a lot of time to train the contractor. Being Hootsuite University certified meant it was one less thing to train. Oddly, I’m still working with that foundation as their acting Communications Manager.

After my first day with that client I used another benefit of Hootsuite University – the additional training. There are four courses on just Hootsuite Enterprise, but also five sets of videos. The videos take you through how to grow and engage your social media audiences, becoming a social business, best practices and then by department and industry sector. That night I started with the Enterprise then hit the non-profits. The videos are interviews with leaders in those sectors, so you’re not just hearing from the Hootsuite team.

The final favorite benefit is #HSUChat. This was actually the first one I got into and now I’m disappointed I travel between clients and miss it. For those not in a car at 11am on Tuesday, follow #HSUchat for insightful discussion. The topic is generally announced on the Monday and is often lead by a social media manager who has had success in that area. The chat isn’t restricted to Hootsuite University graduates, so just in to the conversation.

There are more benefits, like being listed in the directory, but I don’t know if I’ve directly benefited from that. no one has mentioned that’s how they found me.

Do you have any questions about the certification? Add them in the comments. Oh, and if you’re one of the people Googling to find the Hootsuite University exam answers, just watch the videos and stop being lazy. Don’t deny it, Google Analytics tells all.

Book Review: Human to Human

Posted by on Wednesday, 6 August, 2014

Human-to-HumanThere was nothing profound in Human to Human: #H2H. There was nothing even new, and that’s the way it should be. Human to Human: #H2H by Bryan Kramer is the hot business book of the summer.

For the few of you who haven’t heard about Human to Human or seen the #H2H tweets, it’s a book dispelling the B2B and B2C sales concepts. After all, we’re all humans.

Those who know me are familiar with my rants on this. I can’t recall if I’ve mention it on here, but I kind of, may have, rudely called people out-of-date when they’ve suggested we need to have B2B or B2C focuses. Now I can just send them the link to this book and be done with it.

For an example, here’s the introduction:

“Communication shouldn’t be complicated. It should just be genuine and simple, with the humility and understanding that we’re all multi-dimensional humans, every one of which has spent time in bot he dark and delightful parts of life.

That’s human to human.”

In a short 68 pages, Bryan explains why. Using recent and public cases, and even one of his own projects that went astray, he describes human behavior and what we need to do as communicators and marketers to appeal to our audiences, regardless of their segment.

Short videos embedded through the ebook have experts explaining their experiences. If you’re like me and don’t like video, you won’t lose anything by skipping them, but you will gain a lot from watching them. I didn’t make many notes through #H2H (it is rather short and reinforced my existing beliefs) but these did stand out:

  • “we all need to speak more human”
  • lines between B2C and B2B are blurred (paraphrased)
  • context and understanding your audience
  • rules of social context

Yes, once again my notes make no sense on their own.

Who is Human to Human: #H2H for?

Any marketer or communicator that needs a reminder that they’re appealing to humans, irrespective of the purchase context. Oh, and all who need a kick up the butt to get up to speed.

Go, read it now. You’ll regret it otherwise.

How to Automate Social Media – the Safe Way

Posted by on Monday, 7 July, 2014

Today I saw these two.

automate-social-media-fail  automate-social-media

 

 

 

 

 

 

 

 

 

Fortunately the second one is a mistaken parody account, but we all know of examples of automated social media gone wrong.

Can you Automate Social Media?

Kind of. I’m a fan of making this efficient but with such a dynamic, high profile marketing tactic, there’s no replacing a competent marketer. Really, look at the fails. Keyword triggered posts seem like a good idea, until a savvy customer discovers the trigger words and starts publicly playing.

Instead of automating social media, we can pre-schedule. This works on a small scale, or for a short period, but when done properly is effective and saves you time and money.

Pre-scheduling Event and Thank You Posts

There are some posts that are safe to pre-schedule. Send a parking details reminder an hour before an event, or thank speakers at the end. You have the event run sheet, so you can schedule these to hit at the right time and no one will be the wiser. It frees you up for real time engagement. This works for general promotion messages too.

I prefer to run these via Hootsuite, but we know I’m a Hootsuite Ambassador and fan girl. The benefit of Hootsuite is being able to see it in calendar view. It helps me when I’m juggling multiple accounts. However, most social media platforms will let you do this in a form. Facebook lets you schedule directly from your page.

Automate Social Media Content

scheduled-automate-social-mediaThis is a trickier one, but technology is now catching up. Chirpsy (disclaimer: occasional client) was one of the first to do this well. Choose keywords, write guidelines and sit back while appropriate posts are found, written and sent on your behalf. Since then Klout entered the arena with a totally automated account based on your previous posts. It’s VERY hit or miss, or should I say miss. Hootsuite has then taken that service and built in the ability to choose your focus words, and machine learning to start customizing your feed. You do need to curate it before it learns and I’ve had one dead link that I know of, but Suggested is the best option on the market, and it’s free. I’ll jump in every few days and see what it has for me. It will schedule them according to my account’s auto-scheduling criteria.

While it’s tempting to fully automate social media, it’s very risky, and not really worth it. Pre-schedule instead and take control.

Are you ready for #HootUpSEA?

Posted by on Sunday, 1 June, 2014

#HootUpSEAWhat do HUG, MUG and #HootUpSEA have in common?

They’re all user groups.

What’s this? You haven’t heard of #HootUpSEA? That’s because it’s new. The Seattle HootSuite users and friends are having their first user event, or as well call it, #HootUp. It’s also my first public activity as a HootSuite Ambassador for North America.

Join us on Wednesday June 18 at Fado’s Irish pub in Pioneer Square for Happy Hour. There will be marketers and social media people, along with others, sharing tips and ideas over a drink. And, it’s a #HootUp so I can promise you swag. We also don’t discriminate. If you don’t use HootSuite, we’d still love to meet you.

Space is limited, so please RSVP quickly. It’s free.

See you there and keep hooting.

PS, special thanks to fellow #HootAmb Kim Castlemain for the photo.