Posts Tagged ‘ Twitter ’

People Complaining or Dissatisfied With Your Business, The Difference and What You Should Know

People Dissatisfied

There will always be the dissatisfied customer. Whether it’s a lack of a feature or a fault in manufacturing, it will happen. It’s a fact of business, we are all human, and so we all make mistakes. As people turn to social media, companies should monitor places like Twitter, or use Google alerts to make them aware of when their company is mentioned. This type of monitoring will help them react quickly to emerging problems.

When a problem is found, don’t panic. Read, listen, understand, respond, and learn from the experience. Take the time to really listen and understand the person’s problem. Once this is done, be flexible in an effort to make good on the problem at hand. Be humble about your response and remember this is a person that is valuable to your company. There should be a learning curve in these interactions with your customers, and problems associated with them will diminish.

Instead of a having an angry customer, make them an ambassador to your company. People who have legitimate problems that you help solve will be valuable to your company. This is assuming your company understands groundswell and is transparent throughout the company.

Complainers

Now complainers are a different story. These are people who constantly complain no matter how hard you try to solve their problem. These people could be after a discount or simply never satisfied with your product.

What to do? Well quite simply, usually nothing. The people who constantly complain will quickly become unnoticed as people realize what they are and pay no attention to them. It is the electronic version of crying wolf.

If you’ve built a community with many supporters, the community will usually deal with these types of people. These people usually do far less damage than a person that leaves one complaint and gets no response from you. Misery loves company, in social media, this is the key thing to remember.

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Engaging Social Media

Blogs are an easy and effective way to create a social presence. They are simple to setup and engage with people on a personal level. Being transparent within blogs is crucially important. Being transparent in blogs and making sure people know who you are, will make for the best impression. If however, you are not transparent, people will find out and negative publicity will occur. If you’re a spokesperson for a company, let people know, let them know your opinion is slightly bias, it is the proper way of doing things on social media.

Twitter has become a great way of micro-blogging and has become a popular social media platform. It is limited to 140 characters per a post making them direct and to the point. Twitter has become a choice of businesses because of its live feed, allowing problems to be solved individually and quickly. This keeps small problems from becoming a more permanent type of social media. It also allows for companies to listen to what people are saying about their company in real time. The important thing to remember about Twitter is to engage your followers. The quickest way to get your followers to 0 is spamming them with brand messages.

There are many media forms at which you can talk about your product or service to your audience. Social media is not a media form where you want to only focus on talking to your audiance. Engagement is what makes a social media campaign successful. Speaking with your audience and being a part of a bigger conversation should be the goal of social media. Having people demonstrate themselves the benefits of you product or service should be encouraged as it builds credibility. This is especially useful when a potential customer is researching your product or service and finds positive feedback about it.

POST Process Simplified

Before one can successfully implement groundswell, they must go through a process of deciding how they will use it and on what platform. This is very important because some people might be using different forms of social media to voice their opinion. If a company or person tries to connect with someone using Facebook when most of their customers are blogging, it won’t be effective. There also must be a key set of steps before one decides to take on social media. A simplified process is the POST method, for people, objectives, strategy, and technology. This method will help build a concrete plan for social media decision-making.

People  – Before it is decided what groundswell tool a company will use, a business must first know whom they are targeting. They must understand their customer’s technographic profile. This is a crucial step as it will help a business better understand how their customers will engage in the conversation and through what medians.

Objectives – When we talk about objectives in the POST process we are mainly concerned with a company’s social media goals. Social media can be used for a variety of things, whether that is empowering your customers, listening, sales, embracing, support, or research. However, it is important that a business has an objective before jumping into groundswell.

Strategy – The strategy is closely tied with objectives. How the relationship will change with customers using groundswell is an important part of strategy. Do we want our customers carrying messages and writing reviews about our products? Do we want customers to become more engaged in our company? Are we trying to build a customer-to-customer support system with our products? Are we trying to develop new products and use groundswell as a development tool? These are all questions that strategy must answer to make the most of the social media used.

Technology – Once people, objectives, and strategy have been determined in the POST process the platform for social media can be selected. Using the correct type of social media is very important, as it is how people will interact or not interact with your company. This is selecting whether to use blogs, wikis, Twitter, Facebook, forums or any other type of social media to get people involved in your company.

How Social Media Is Helping In Japan

Japan has been hit with an earthquake, tsunami, a nuclear state of emergency, and a volcano. My heart goes out to them and I wish them all the best. The earthquake and tsunami has knocked out telephone lines while cell phones are spotty at best. This has prompted people to turn to social media. It was estimated that minutes after the earthquake Twitter was reporting over 1200 tweets per minute out of Japan. Twitter, Facebook, and Skype has helped people find loved ones and communicate with one another when there is no other way. Google has also launched their people finder service that is helping people to either find someone or help that person be found. Hopefully all the cynics who think social media is a fad will see the impact and realize social media is not going away. I have been watching the news a lot since this terrible event.  It’s interesting when I was searching on Twitter for pictures or videos and then I would see the exact same pictures on the news. It has also proven to be a great place for the people of Japan to gain information and connect with the government’s relief efforts.