Why You MUST Provide Exceptional Customer Service For Customers in Today's Social World!
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Why You MUST Provide Exceptional Customer Service For Customers in Today's Social World!

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http://www.thesocialnetworkingacademy.com/blog - Why providing EXCELLENT customer service is more important now than ever before!

http://www.thesocialnetworkingacademy.com/blog - Why providing EXCELLENT customer service is more important now than ever before!

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Why You MUST Provide Exceptional Customer Service For Customers in Today's Social World! Why You MUST Provide Exceptional Customer Service For Customers in Today's Social World! Presentation Transcript

  • Why You MUST Look After YourCustomers in Todays Social World!
  • This Marketing Tip is provided by The Social Networking Academy
  • My partner Rhett and I had a huge argument recently! (The joys of working with your loved one!).In his infinite wisdom he decided it would be a good idea to removeapproximately half of our email list on aweber, because they hadn’t opened an email for a couple of months.
  • His reasoning? He only wants quality people on our list who actually want to hear from us. My argument? How do I know that those people won’t want information from me in the future. How do I know that if I sendout something from another marketer (something I haven’t done for a while), that they may not be interested in that!?
  • So, to make things right he has been attempting to use another service to house the list. The challenge is that most auto responder providers are very suspicious of an uploaded list of 15,000 names and email addresses!
  • So, although we have tried a few providers we have had no joy(even though the bulk of the list came through on double optin).Now, for each provider we had to pay a fee before they wouldlet us upload the list. Every service gave us a refund, bar one.
  • One platform has refused to return the $120 fee we paid to setthe list up in the first place, even though we have not sent one solitary email.
  • They have referred us to their terms and conditions which read;Refunds: our Service is a pay-as-you-go service. Therefore, we do not issue refunds, even ifyou cancel your Account immediately after your credit card is charged for the new billing period.For example, if we charge your credit card on August 10th, and you cancel your Account onAugust 15th, you are still responsible for paying for the entire month (or year, if you haveselected an annual plan.) No subsequent charges are applied to your credit card, but theamounts already charged are not refunded.’
  • So you may now be thinking, well to be fair Jo it does say that they have a no refund policy and I cannot argue with that. My personal belief however is that common sense shouldprevail in this case due to the fact that we haven’t even started using their service. It is for this reason that we are quietly fighting their decision and policy.
  • But, this isn’t a huge rant or me spitting my dummy out because the company concerned won’t give me my money back. In fact our in house traumas are not the point of this post. Ihave merely used this as a an example for the true point of the post, which is…
  • Why providing EXCELLENT customer service is more important now than ever before!
  • In this day and age, when we are so socially connected andmost purchases are made through word of mouth, it’s vital thatwe as companies recognise the negative effects some of our strict policies may have. I fully understand that policies are put in place as a standardand are there to protect a company and it’s customers from all sorts of misunderstandings and disagreements.
  • Believe me as a business owner for many years now, policies and rules are good! However in this day and age, flexibility and common sense must also come into play. Many times I have dealt withsituations on a customer by customer basis, mainly because Ihave that value anyway, but also because that is the world we live in now.
  • Gone are the days that it was just the customer and you. If acustomer was unhappy, they could call you, write to you, turn up at your office even. But not much more than that, bar writing to the paper or standing on a street corner with a megaphone!
  • Nowadays, your customer will tell their friends, fans, followers,their subscribers, friends of their friends, fans and followers andthe millions of connections and random people who may see or hear of your disgruntlement.
  • Remember the Dave Carroll incident in 2008?
  • In brief, he is a musician who after an argument with UnitedAirlines over the mis- handling of his guitars eventually cost thecompany $180 million in losses through his viral “United Breaks Guitars” YouTube videos.
  • Such is the power of Social Media!So, am I going to make a viral case out of my situation.Probably not, I haven’t got the time nor the inclination.
  • However, if asked who to recommend as an email service provider by any of my 13,000 facebook subscribers, 25,000 fans, 10,000 followers, 20,000 email subscribers, my 12,420,548 linked professionals on LinkedIn, my pinterest followers, spreaker followers, marketing mayhem audience,blog readers etc, who by the way are all a prime target market for this particular company, do you think I would be recommending this company?
  • The moral of this story for business owners, is to recognise that customer service is now a very public affair and you should always combine rules and policies with common sense. We are in the age of communication and bad news always travels faster than good!
  • If you like this, then.... I have a FREE gift for you!‘My Very Own Social Media Strategy Document’ Setting Goals, Plans, Designing, Executing, Measuring and Systemizing Your Social Media Strategy (Value $97) Click Below to Download Today! Social Media Strategy Document