August
Customer Service & Brand Marketing Go Hand in Hand
Comments Off Posted in: Marketing, Advertising, SEO & SEM DiscussionThe power of social media in general has helped small business compete on the same level with all the big names out there. It has steamrolled the playing field when it comes to marketing more than anything else, and it’s one of the keys to growing a lasting business. On the other hand, the biggest point that’s often forgotten about is not how you go about delivering your message in the first place, but how you deliver the quality and value of customer service.
This angle of attack should invigorate you. The interwebs is changing all the time, and even though we’re all flooded with information, customer service is still something that’s forever. You’ve been at it since the beginning, and above all, you know how to always build upon it.
The social media revolution
Keep in mind that social media is a tool in the revolution of thought when it comes to customer satisfaction. If you’re having a hard time with the general idea of customer service in the first place, social media is only going to be gasoline on that existing fire. It’s just going to increase the amount of messages you’ll receive (good/bad) before you were without it.
The vast connectedness of the net has increased the way we communicate with each other and it’s even a reminder of how word-of-mouth marketing will always matter. If someone you’ve always worked with had a great time with you for the past five years, that person will tell his or her significant other about the experience or talk about it with their friends on a weekend. Thanks to sites like insiderpages.com, memorable moments are raved about to other people who search for a related term.
Thanks to the power of Tweeter people now share every part of their lives to others who’ll listen to their quips and complaints about X or Y issue. Traditional business of days past can’t get away with one bad moment with a customer in today’s digital age. People share everything. Classical communication has been updated from cave paintings to thought paintings. People are faced with thousands of opinions from their peer group on a daily basis. Prospects probably have strong judgments about you and your business before they even click on through to your website.
Every customer is a marketing machine
With that in mind, you wouldn’t want to give anyone a hard time if you already know that they might tell at least ten other people before the day is done. You have to imagine that everyone who walks through your doors is going to write something about you on Google+. Train your team to see every customer the way you see them.
Besides already helping with your brand image, social media has allowed you to pick and choose the people who are going to be interacting with your customers. One wrong hiring decision can crumble everything back to dust. In the world of internets, a bad first impression can be a bad first impression for all their Google+ friends. Everyone you come into contact with is an undercover agent who relays the information onto everybody else. You’re either helping or hurting your branding all thanks to the power of social media. Tweak your business from the bottom up to make sure you work this idea.
