Public Relations & Social Marketing Insight
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Social marketing, PR insight & thought leadership - from The PR Coach
Curated by Jeff Domansky
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Seth Godin: Customer service? "Please, go away"

Seth Godin: Customer service? "Please, go away" | Public Relations & Social Marketing Insight | Scoop.it
From sethgodin.typepad.com - January 18, 2015 4:43 PM
What if you had a big blue phone on your desk, and whenever you needed to, you could pick it up and instantly be connected with a smart and caring tech support expert (from your internet provider, your web host, the airline you use the most...)?

What are the chances you'd ever consider switching to a competitor that didn't offer similar service just to save a few bucks?

The current model of big company support is to throw undervalued, undertrained, underpowered human beings at perplexed customers, frustrating and disrespecting them enough that they shrug and give up.
Jeff Domansky's insight:

Customer service according to Seth Godin: "Please, go away." With competition off-line and online, that's simply no longer good enough. tomorrow's winning businesses will figure that out quickly.

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#SocialMedia: The Importance of Being Social - #infographic

#SocialMedia: The Importance of Being Social - #infographic | Public Relations & Social Marketing Insight | Scoop.it
From www.digitalinformationworld.com - December 7, 2014 11:17 PM
Social media is still a young platform when it comes to customer service. Both customers and companies are in the “figuring out” stage, where both parties are trying to understand how best to communicate with each other.

Therefore, it should come as no surprise that social media platforms have their own “rules of conduct” and “language”. Learning social media etiquette is an extremely important aspect of customer service on platforms like Twitter and Facebook. Equally as important is learning how to best manage your communications over various social media platforms.

With the right mixture of tools and a willingness to keep a tab on all conversations with customers, you can ensure that maneuvering your way around various social media channels and communicating with customers is as effective and efficient as possible.
Jeff Domansky's insight:

This infographic is a must-read for marketers and customer service professionals.

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Arnaud d'Haen's curator insight, December 9, 2014 4:06 AM

It's hard to define one common communication strategy for each and every individual online #bigpicture #proposition
Ryan Somlai's curator insight, December 10, 2014 7:39 AM

This site gives statistical evidence as to why and how social media marketing can be beneficial. Claims that as social demand for social customer care grows, so do customer expectations. It goes on to give examples of successful social media customer service examples, and also states that 86% of people have used social media for customer service at least once.
Jeanine Askew's curator insight, December 10, 2014 12:34 PM

Key Takeaway: Brands do have a place on social media.

 

Ads or messages from brands are viewed the most of Facebook and Twitter. In order for a brand to be successful on social media they need to learn proper etiquette and language to speak to consumers. Once a brand has established their presence on social media it is important to monitor their popularity on social media.

 

This actually what I want to do when I graduate. I want to create campaigns that involve social media and connect to consumers (people) on a real level. 
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