It’s no a secret that customer service is what keeps people engaged and connected to brands. With social media, customer services reaches beyond the counter tops and into the hands of consumers. Tapping into this well stream of possibilities is essential for brands to put their absolute best foot forward to their audiences.
Despite this reality, however, there’s still a significant gap between what customers want from brands on social media and what many brands are actually delivering. Exceeding expectations may be easier than many think, though. When customers are treated like real people and see brands genuinely caring about their issues (and about fixing them), businesses win their hearts and their loyalty – take brands like Coke and Denny’s for example.
Customer service matters on social media because customers want, expect and are prepared to reward great social media customer service. Unfortunately, many brands are not living up to these expectations, even if they think they are doing a decent job.
On the bright side, that means there is a huge opportunity for brands to stand out and really wow the customer or open the door for competitors to do so. Looking at the numbers, that means:
- Only 36 percent of consumers that make customer service enquiries via social media report having their issue solved quickly and effectively
- When companies engage and respond to customer service requests over social media, those customers end up spending 20 to 40 percent more with the company
- 71 percent of those who experience quick and effective brand response are likely to recommend that brand to others, in comparison to a mere 19 percent of customers that do not receive any response
- 43 percent of consumers say that a direct response to their questions is most important at a social media site; 31 percent of which expect the social media site to provide direct access to customer service representatives or product experts
- 86 percent of social media customers would like or love to hear from a company regarding a complaint
Furthermore, social media customers stand out from other customers in terms of expectations and these responses produce more reward for exceeding customers expectations, but also present more risk for failing them.
Unfortunately, every interaction being open for public view on social media can be a negative for brands. Roughly 80 percent of customer service related tweets are critical or negative and one bad interaction can outweigh the positive ones.
What Consumers Want
Understanding exactly what customers expect and want is the easiest way to turn these statistics in the favor of a brand.
Ultimately, customers want fast responses. According to an Edison study, 42 percent of consumers expect a response on social media within one hour, and 32 percent think it should be within 30 minutes.
While quick and effective responses are obviously valued above all (71 percent), more consumers would recommend a brand that provides a quick but ineffective response (33 percent) than would recommend a brand that provides a slow but effective solution (17 percent). And nearly three times as likely to recommend a brand that responded to their problem in a quick and effective manner than not responding at all.
In other words, speed is more important than accuracy to many customers on social media. Brand representatives should not rush to give speedy, useless answers, but they should understand the importance of speed for social media customers. The vast majority of Twitter and Facebook users – 83 percent and 71 percent respectively – want a response within the same day of posting. And yet, lots of brands aren’t picking up on the urgency customers have.
Care and Honesty
With 70 percent of the buying experience being based on how a person thinks they’re being treated, care is just as important as speed in dealing with real-time responses with customers.
In the vast ocean that is social media, it’s easy to feel like an insignificant speck among the masses, but it’s important for brands to show customers that not only do their opinions matter, but they matter as people as well. Audiences need to know that their issue is as important to brands as it is to them.
Simple phrases like “I hear you” or “I’m sorry” can quickly transform a conversation and lay the foundation for a real relationship. Admitting failure or inability to answer a question right away is better than ignoring the problem as it surfaces. A simple “I’m sorry. Can I get back to you about that when I know more information?” changes the entire tone of a social media complaint (so long as you actually follow-up with the customer about their concern).
Making a conversation personal can help establish these relationships too. Adding first names to customer replies and/or comments make people immediately feel that they are talking to an actual person and not just a machine generating automated responses. As Dale Carnegie says, “a person’s name is to that person the sweetest and most important sound in any language.”
Help Them Where They Ask
Generally, people want help in the same place they ask for it. If a customer asks for help on Twitter, they want their answer in the form of a tweet, not an email. If they post a question on Facebook, they don’t want to be told to call an 800 number. Rerouting customers to various locations to get the help they need is just another source of frustration.
Twitter is where you’re most likely to hear from a customer, according to a report from SocialBakers.
Customers might also reach out on a blog or another social media site where the brand is active. They may even post comments on forums or message boards specific to that industry.
When to Monitor and How to Respond
Knowing where customers are reaching out to brands is half of the battle. Approaching the situation is the second half of the equation for effective social media customer service.
Making sure you know everything that’s being said about you online so you can listen in for issues and respond when needed is the first step to customer service on social media. There are plenty of online monitoring tools to do just that, including Google Alerts.
Not every mention or complaint is an invitation to enter a conversation. A Netbase survey that asked consumers how they feel about social listening from brands revealed that more than half want to be able to talk about companies on social media without them paying attention and many believe brand listening is a direct invasion of their privacy. Knowing the difference between reaching out for help and having social media as a venting outlet is make or break for brands managing customer service through these outlets.
Understanding the difference between when to step in and when to just listen can be tricky. It helps to work on cultivating a strong sense of empathy.
Looking at each message from the customer’s point of view can help you understand muddy territory, identify problem areas and figure out the right tone in responding to an issue. Here are four rules of things to consider in these situations:
- There’s a difference between listening and understanding. Try to understand the real meaning behind the comment or question.
- Consider the context of the message.
- Only engage when you can truly deliver value.
- Focus on listening that builds insights and relationships, rather than intruding.
Most companies view social media as a marketing medium, but customers expect more and are willing to reward brands that go the extra mile. Using social media as a customer service channel allows brands an additional way to impress customers and expand their reach.
Social media is this century’s Model T – the accessible and affordable vehicle that drives efficient interaction between small businesses and their audiences.
According to Hubspot, 92 percent of marketers in 2014 viewed social media to be an important asset for their business, which is a six percent increase from 2013. Social media is no longer an option for businesses; adaptation is essential and only the most fit survive. Here’s a quick look at the top five benefits (of the top ten from Forbes) of social media marketing for small businesses:
Increases brand recognition. Every interaction fuels more interactions. So, sharing content immediately produces more reach and generates better brand recognition. Audiences only know as much about you as you provide and the frequency in which you share with them, the better recognizable you become. For example, say you meet someone for the first time and when you part ways, you immediately forget their name. The more interaction you have with that person, the more likely you are to remember their name and you build a relationship with them.
Reinforces brand loyalty. People want to talk to people and interaction increases interest. Engagement with customers transforms you from a number-crunching organization into a living, breathing organism. The more your audience cares about what you do, the more loyal they are to your company and the more likely they will become brand ambassadors.
Builds brand authority. When people have something to say about a product or service, they say it on social media. Their social spheres become your social sphere through association. If their followers like your services too, a ripple effect is formed and the more people talking about you on social media, the more valuable and authoritative your brand seems to new users. Posting valuable nuggets of information allow your followers to rely on you for new reliable information about their interests.
Creates better SEO rankings. Search engine optimization (SEO) is the process of affecting the visibility of a website or a web page in a search engine’s “organic” search results. Studies show that more than 58 percent of marketers who have been using social media for one year or longer improved search engine rankings (Hubspot). Search engines look for the best possible site for what their users are looking for. It does this by figuring out which websites provide you the most satisfaction through four key elements:
- Content – What are you contributing to viewers? This includes the products, services and/or ideas you provide audiences.
- Performance – The speed and functionality of your website for providing information.
- Authority – Determines if your information is unique, consistent and sharable among multiple platforms.
- User Experience – This establishes how satisfied your audience is with your website based on appearance and how ease the website is to navigate. If a user is frustrated with their inability to find what they are looking for on your social platform, they are less likely to visit the site multiple times.
Improves customer insights. Finally, in an era of mutually beneficial relationships between customers and brands, social media enables businesses to break the one-way glass and have open communication with their audience. As customers get to know your company, they invite you into their social circle and allow you to know them as individuals. This allows brand messaging to be relevant to your audiences based on their interests. According to eBizMBA, the top user sites of 2015 are:
- Facebook (approximately 900 million unique visitors monthly)
- Twitter (310 million/mo.)
- LinkedIn (255 million/mo.)
- Pinterest (250 million/mo.)
- Google+ (120 million/mo.)
- Tumblr (110 million/mo.)
- Instagram (100 million/mo.)
While businesses may have been able to survive without social media in the past, they simply cannot in this day and age. Not adapting has serious repercussions, consider these:
- It’s highly likely that your competitors are connecting with potential customers through social media and if you’re not, they have an advantage.
- The sooner you begin, the sooner you benefit. Your audience is waiting for you.
- Long-lasting marketing, branding and sales benefits outweigh the cost and time it takes to launch your accounts and create effective content.
You’ve passed your driving test (starting a business), you just need to get in the car (social media) and drive (promote your brand).
Twitter announced new features this week that have the ability to transform the way businesses can communicate with their audiences and each other. On Tuesday, Twitter added Direct Messaging with more than one person at a time and the ability to shoot, edit and share video directly from the mobile Twitter app. Both of these services represent Twitter moving to build engagement opportunities into its product.
The Group DM function allows Twitter to more closely resemble an instant messaging app, and allows people to start a group DM with followers, regardless of whether those followers follow each other or not.
New! Use Direct Messages to speak privately with a group of up to 20 people. Share Tweets, show emoji & be yourself. https://t.co/8giGhC6OO0
— Twitter (@twitter) January 27, 2015
Ultimately a group DM, which can include up to twenty people, offers Tweet sharing and supports emoji, could act as a way to keep users within Twitter’s own network. Sidebar conversations about things happening in real-time on Twitter can take place in the app, instead of on a third-party platform, like WhatsApp or Facebook Messenger.
The video feature allows users to record videos up to 30 seconds in length right from the app. This feature also allows you to edit video using basic cuts. Currently, iPhone app users can upload from the camera roll as well (update coming to Android users soon).
So, what does this all mean for brands?
Twitter’s group DM does not penalize brands and prohibit them from having real-time communication with their audiences, unlike some other platforms. If a customer has a complaint, question or concern, the conversation can move from the public Twitter feed into a lengthier and private DM. Responses that are not necessarily relevant to the entire following can be addressed in a private conversation and free up the news feed from public responses.
The group DMs also have the ability to allow businesses to communicate directly with a large group of people in their workplace, which is a similar concept to what Facebook At Work is trying to establish, by connecting coworkers through social media. Twitter’s simpler platform allows for real-time communication between individuals with the ability to share tweets that concern their business or industry and other relevant ideas in a private group setting.
Native video focuses on keeping users within the Twitter app and provide inline content viewing without users having to go to another destination. Twitter’s video content restrictions also seems to be a good length for advertisers looking for new ways to reach audiences on the service. The 30 second length is twice as long as Instagram videos and five times as long as a Vine, allowing for more in-depth and informative video content for viewers. Businesses can use this new accessibility, in the same way Neil Patrick Harris announced exclusive information about the upcoming Oscars, to inform audiences that follow them of new products, services and ideas. This in-app sharing ability also allows businesses with visual elements to provide their audiences with real-time video from events and share it with their followers.
Ultimately, Twitter’s new features allow businesses to provide more information in real-time with their audiences, whether that be through video or private messages.
It is important to be conscious of current events when managing social media accounts. While using trends and events can be effective ways to relate to public through the things they’re talking about, we all know the stories of people retracting posts because of lacking sensitivity during events that should not be leveraged on by companies.
The Hall of Shame is lined with brands met with criticism from the public by seeming to use tragedy to promote their brand through social media. In September 2014, DiGiorno used the trending hashtag #WhyIStayed, used by abuse survivors following former Baltimore Ravens running back Ray Rice’s termination, without knowing its context. Earlier this month, the Seattle Seahawks used Martin Luther King Jr. Day as an opportunity to plug their involvement in this year’s Super Bowl, drawing comparisons between civil rights and a football game and ultimately offending the public.
While instances may arise where interacting with trends make sense in light of the greater marketing goal, deciding if a tweet is tasteful and beneficial for your company requires considering the following rules of thumb:
Pause and review. Always know exactly what messages are scheduled in your campaign and be prepared to pause it if and when a large-scale event happens. Review the content consumers will see and the searches that will trigger it. Advertising on searches that address a tragedy or crisis event may appear insensitive to consumers and victims. For a roofing company, “tornado repair” may seem like a great term to attract new customers – unless a major tornado has resulted in excessive and tragic damages, like the Moore tornado in 2013.
Consider changing the content. If possible, alter ad content to help your audience deal with the situation. In the case of the roofing advertiser, changing the content to reroute to a hotline for filing claims, rather than an ad soliciting new business, can help shift company image from exploitative to responsive. Localizing campaigns can be especially beneficial in these situations. You may even consider creating informative content about charities taking donations or organizations helping victims. Your quick response in times of crisis can make a large difference to a current or potential customer and lead to deeper connections.
Have a backup for your backup plan. Assign an experienced marketer to keep up with current events and formulate alternative marketing plans. Having a substitute campaign ready will enable a quicker, more thoughtful response when it becomes necessary. This is especially helpful in a team, so that someone is always available to deal with crises.
Be genuine in doing good for others. Brands benefit from having genuine human response. Since social media allows for real-time interaction, consumers have heightened expectations of critical information. Failure to meet this new standard could mean you may miss an opportunity to do some real good in this world and possibly get unfriended or unfollowed on a national level.
With the rapid growth of social media as a strategic business tool, communication students in college are expected to have current knowledge about best practices.
To that end, Oklahoma Christian University has partnered with Mike Koehler, president and partner at Smirk New Media, to provide students with a strategic social media and reputation management class. Koehler is uniquely qualified to teach the class as his Oklahoma City-based company specializes in social media strategy, online content and digital and web-based success.
“I’m thrilled to be able to offer this class to the Oklahoma Christian community,” Koehler said. “Social media is a passion of mine and I’m glad to share that with students. Social media is becoming a more powerful part of public relations and marketing every day, so equipping students with the skills to manage and create strategies is going to be key for their careers.”
According to Larry Jurney, chair and professor of the university’s communication department, the class will help OC students continue to stand out when seeking internships and post-graduation employment.
“Social media is a powerful force in our society, as evidenced by today’s headlines such as the ice bucket challenge,” Jurney said. “Our students need to know how to maintain a good reputation through social media and how to protect it. They also need to know how to use social media correctly. It can accomplish great things for good, especially in service to others.”
The class will include lectures, discussions, online and in-person guest professionals and applied assignments. A few national experts in social media will Skype into the class or lead a live Twitter chat with students. In addition, the students will develop a comprehensive social media and reputation management plan for a real organization. Students will also present their ideas in the form of a strategy pitch.
“I want students to have practical knowledge that gives them a foundation to build upon,” Koehler said. “Effective management of social media and reputation requires a truly strategic, long-term plan. This class will emphasize how important strategy is. I believe this experience will helps OC’s students get a head-start on achieving career success.”
About Smirk New Media
Smirk New Media has helped organizations large and small create robust social media strategies, craft quality online content and protect their brands’ digital reputations. Smirk New Media’s social media consulting team in Oklahoma City, Tulsa, Kansas City and Springfield, Mo., works hard to promote and protect its clients’ online successes. Before launching Smirk New Media, President and Chief Strategist Mike Koehler led the new media development for Oklahoma’s largest website and its largest public relations firm. For more information, visit www.smirknewmedia.com.
My tweets earned 4.2 thousand impressions over the span of the last 28 days. 61 percent of my followers are males and 57 percent of them live in Oklahoma City. 82 percent of my followers top interest is music while only 30 percent are into baseball. July 12 I had a 34.5 percent overall engagement rate with my tweets.
How do I know this? Thanks to Twitter and their new organic tweet analytics tool, I was able to find this information and much more.
Twitter announced last week that all users are now able to check in-depth data on their tweets and followers with Twitter analytics that was previously only available to advertisers of Twitter for business purposes.
Users can go to http://analytics.twitter.com to access this new information. There users can get all the in-depth information they could want and need on their account. The new information is free to everyone, users only have to sign up for an advertising account.
“For the first time, advertisers will be able to see how many times users have viewed their content strategy,” Twitter Product Manager Buster Benson wrote in a blog post releasing the news. “The tweet activity dashboard is now available to all advertisers, Twitter Card Publishers, and verified users around the world.”
Here are some examples of the many services and features offered:
Snapshot: Provides a holistic view of how your content is performing on Twitter, showing the number of tweets containing a link to your website or app.
Change over time: A look at how the overall data in your snapshot has changed over time. This includes lost or gained followers and engagement with your tweets.
Sources: The most common platforms used to send tweets that linked to your content.
Best practices: You’ll find personalized tips and suggestions that give you ideas for boosting the performance of your Twitter. This will show you when the best time to tweet is based off your times of highest engagement, how often you should tweet and what sort of tweets and style are working best for you.
Followers: Get information on your followers including where your followers are from and when you’ve gained or lost followers.
A graph of the previous month of mentions, follows and unfollows where tweets can be broken down into “good” and “bad” categories depending on how much they were viewed or engaged with is also available for more a more in-depth look.
At Smirk New Media, we have always been huge fans of Twitter. Finding out more about our tweets and how effective they can be gives this already robust platform even more depth. For businesses and other professionals who want to drive their leads, sales and reputation from Twitter, you now have a clearer view of what works – and doesn’t when it comes to content.
For us, the more focused and engaging the content can be, the better.
The other day I got an email: It was the 7th anniversary of joining Twitter.
Had it really been that long? Yep. Sometime in the Summer of 2007, in what was surely a slow day at the offices of The Oklahoman, I logged into the web, followed a link here or there talking about the latest thing online and decided to try out Twitter.
I’d heard that shorter usernames were better, so at that moment “@MKOKC” was born, to be scribbled on “Hello my name is” stickers for years to come.
(Footnote: There is a @mikekoehler on Twitter. His tweets are protected. His follower count is 50. What a legacy.)
Twitter has always been my native social media land. Facebook came along much later. And LinkedIn, while incredible helpful, is not somewhere you hang out and talk about the Thunder game.
Without Twitter, there wouldn’t be all of this. There wouldn’t be a Smirk New Media, or an office downtown, or a friendship and partnership with Stephanie Bice (or Kevin Deshazo or Allie Carrick and so many others) or all the other twists and turns of what up until 2007 was a straight line through the world of journalism.
What Twitter brought into my life and many others, I think, was a sense of connection and community. It was forged in those earl days, when people started to get hit by the recession and just started to wonder what was going on outside their windows and cubicles. It was forged during our bouts of severe weather, when you were able to get a real sense of “was everybody OK.”
I literally worked in a dark, glass tower for years, cut off from anything that was happening downtown, in other organizations or in the lives of people I would love to know.
For me, Twitter was a real-time stream of light and life, peeking in through the blinds.
Now did I take it a step farther? Yes. During that heyday of Twitter adoption in Oklahoma City, as I transitioned from journalism into consulting, I reached out to the people I met on Twitter and dared to meet them IRL. Those “Twitter blind dates” as my wife called gave me a crash course into PR, marketing, networking and thinking about business (and myself) differently.
And when the time came to leap into the void and start my own business – selling this service that had so radically changed the world – the net I dove into had been knitted by those friendships and relationships found on Twitter.
This is one of the reasons I take social media so seriously, when others still want to put it in a box or make it a punchline. Social media had so much to do with how my life has changed since 2007 – along with, no coincidentally a recommitment to church I made the same year – that I can never discount its impact.
When you open your phone to day, or pull up your computer, and start to send one of those 140 character gems, think about how different your life is now that we have this expectation of real-time communication with hundreds and thousands of those around us.
Think of how different life is now that we have made this community.
By: Kurtis Wiles
California is now requiring social media companies to offer young users the opportunity to delete past internet postings.
This new law is the first of its kind in the country, and has been hailed by some as a good step towards extending grace to under-18 internet users. Next year, 3.5 million California teens will have the long-sought-after privilege to completely remove a regrettable post and preserve their reputation.
“This puts privacy in the hands of kids, teenagers and the parents, not under the control of an anonymous tech company,” said James Steyer, founder and chief executive of Common Sense Media.
The so-called “erase bill” was signed by Democratic Gov. Jerry Brown and takes effect January 2015.
Opponents of the new law say the burden placed on social media sites to figure out who, of their large user-base, is a California resident. Sorting through users who are legitimately Californians and others who say they’re from California could also prove a daunting and potentially controversial task.
However, there is a lot of support for this measure as it is part of a larger bill sponsored by state Senate Leader Darrell Steinberg, which aims to But sometimes, the best promotion that is tapped by online casino s is the Loyalty Program. protect children from the direct marketing of alcohol, guns and other guns that are illegal for them to purchase.
“This is a groundbreaking protection for our kids who often act impetuously … before they think through the consequences,” said Stenberg. “They deserve the right to remove this material that could haunt them for years to come.”
Under this law, apps will also be required to inform registered minors about their right to erase posts.
Interestingly, companies will not be required to permanently remove this content from their servers, making it possible for these posts to be found potentially, just not by the public.
Some argue content shouldn”t be permanently deleted from the servers for public safety, incase the authorities need to review deleted content, but what does this law really accomplish?
On any social media platform I can think of users are able to delete past content, minors included. So, on that front is seems like this law is a preemptive strike in case platforms decide to remove the delete button down the road.
Another part of the law requires companies to inform minors that they”re able to delete content. It”s unclear how that will be implemented, but if this information isn”t more fine print during the sign up process it could educate young users in a positive way.
Minors and parents still have no control over copied content. Under the law, sites will not be required to delete re-postings by a third party of the minor”s original post. The purpose of the law, to protect a minor”s future and opportunities, is only fulfilled if the content didn”t go viral or wasn”t copied. Parents still hold no real ownership over their child”s content and can”t stop it from living forever on the Internet.
This law is a step forward on a very important issue impacting our young people, but maybe the next step is finally getting serious about social media education and focusing on prevention. Regrettable posts by minors can”t be universally prevented, but they can certainly be reduced.
Kevin DeShazo has built Fieldhouse Media from an idea to one of the top companies in the nation specializing in social media education for college athletes and athletic departments.
In this episode of Smirkcast, Allie Carrick talks to Kevin about Snapchat and dives into other issues facing the social media world.