What social media marketing works ?

What social media marketing works ?

‘Social Media’ has been a buzzword for a while now.

At first it was promoted as the ‘answer to everything’ ; just advertise here and you’ll have clients flooding in (and we all have heard that line somewhere before!)

Then it was : you have to be there and communicating with your tribe.

Because everyone always wants a simple answer and a quick fix.

So here is the simple answer and quick fix.

Simple answer: social media is just a new way of communicating that means your customer, or potential customer, can find out all about you, and tell others all about you, without your knowledge of consent. It is a radical change in consumer behaviour that will have ever growing revolutionary impacts.

Quick fix: as communication has become two way and interactive, so must you and your marketing. This means simply that you must take 4 steps:

  1. Genuinely have an attitude of wanting to wow the customer
  2. Gather feedback and engage with customers systematically and proactively
  3. Look for the customers’ REAL (emotional needs) and design your systems and processes around these
  4. Do this and continue to change and evolve in small steps

 

‘Sales through Service’ is a proven and powerful set of systems to boost sales whilst also enhancing the customer experience – to receive a free ebook ‘The 7 Deadly Sins of Service’, please email support@salesthroughservice.com or visit http://www.salesthroughservice.com/free-sales-resources/

 

 

How do we gather feedback effectively?

How do we gather feedback effectively?

In the world of the empowered customer, feedback is the breakfast of champions.

In the ‘old world’ of one way mass communication, marketing was king, but as this changes to the world of two way mass communication, the power of marketing continues to diminish and the power of engagement and innovation around the customer’s REAL needs is the new main business driver.

And effective feedback systems are the powerhouse of this driver.

So, how do we gather feedback effectively?

The answer to this is specific to the specific situation of your organisation and situation, in exactly the same way that marketing has been. It would be churlish to write ‘just do these things and this will solve all your problems’ (exactly as it would with marketing). In short, there is no quick fix.

But here are some rules to help:

  1. Do it for a genuine reason – this is a new world, not a PR exercise
  2. Get it going little by little – test and measure every step
  3. Put robust follow up and action systems in place early – it’s not the feedback that matters, it’s what you do with it that counts
  4. Do it properly – this is not a cheap or a quick fix exercise, this is about building up long term customer loyalty, reputation, referrals and innovation
  5. Design it to enhance the customer experience in itself – not an annoyance to the customer!
  6. Make it personal – this is about genuinely building relationships
  7. Continually focus and hone it – this is now an essential business survival tool

 

For help in setting this up and auditing effectiveness, please see www.investorsinfeedback.com

Why doesn’t customer service training work?

Why doesn’t customer service training work?

Because you can take a horse to water but you can’t make it drink.

You people WANT to do a great job, but they are faced with a million things that are stopping them:

  • How they are treated
  • How they are feeling (this one is not really in your control, but how you identify and deal with this IS in your control)
  • The way the organisation behaves
  • The processes you employ
  • The culture you promote

The only true answer to the oldest employment problem in the world (How can I make my people motivated and enthused to give great service?) lies in systems.

Great or Poor ® systems to produce a consistent and continually improving customer experience.

Sales through Service ® systems to enhance long and short term sales (and reduce costs) at every step.

In today’s’ hyper competitive transparent market, it’s unlikely that your organisation can thrive without starting to get this genuinely right.

 

‘Sales through Service’ is a proven and powerful set of systems to boost sales whilst also enhancing the customer experience – to receive a free ebook ‘The 7 Deadly Sins of Service’, please email support@salesthroughservice.com or visit http://www.salesthroughservice.com/free-sales-resources/