Twitter May Not Be For You

Alwaysdoneit

I really enjoy and utilize the connections and conversations I have on #Twitter.  I believe it is a wonderful platform for customer service, marketing, SEO, and general learning.  But… (you knew it was coming), it’s not going to work for every brand or product.

What works for one audience does not guarantee success for another.

1.  Ensure you are looking at your metrics and results.

2.  Test other platforms.

3.  Experiment with content types.

What people must understand about Social:

1.  There are NO silver bullets (platform or content type).

2.  Relationships and conversations matter (and take time to build).

Let people know who you are.  Ask questions.  Give answers.  Entertain and add value.  Always measure your efforts.

Cheers,

Toby

Graphic credit to Clapp Communications

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Creating Advocates & Sharing Knowledge

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This article is about Jive closing the doors of its Portland office.  End of an era.  Jive-X was part of my daily life and taught me so much.

Companies preach about the importance of collaboration, synergy, knowledge management, customer advocacy and communities can help with all of it.  No matter internal or external, a great community requires time build, nurture and gain adoption.

Internally, a community allows employees to collaborate and share solutions, but unlike instant messenger, the knowledge can be saved and cataloged. Externally, a community allows you to build external trust, increase customer communication, and best of all; build a self-service, cost saving, knowledge base of information.

Tell me about your community (internal or external), how are you using it?

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Cheers,

Toby

 

Do You Have The Right (Support) Bucket?

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Customer service and support is continuously evolving and great service differentiates brands and turns customers into advocates.  This blog will discuss three service buckets and how an online community can benefit your company while providing your customers an outstanding service experience.

The First Bucket: Phone Queue

Something we are all familiar with, but often hate using.  Because there such a high staffing cost to companies, customers are often burdened with lengthy menus or unhelpful automated responses.  To add further irritation, it is often difficult to reach the rep with the right level of knowledge leading to transferred calls, the need for a customer to start over; a horrible experience.

The Second Bucket: Self Service

Convenience and speed are appreciated by customers and allowing them to help themselves is very popular.  YouTube videos,  or a knowledge base created from solved customer problems are very helpful to customers and will free up support rep time, but what if a customer has a question?  If there is no way to ask a question or if comments are not monitored, the problem still exists and the customer remains frustrated.

The Third Bucket: Online Community

An online community offers customers many things they are seeking: speed of answers, access to a knowledge base, and most importantly, the ability to ask questions about their unique issue.  Like a knowledge base, a community cuts costs by documenting solutions and providing self service; both reduce demand on support reps.  Furthermore, most community solutions are provided by customers: a cost savings for the company, and trusted by peers.

An online community will deliver trusted and targeted support to your customers in a timely manner while reducing costs for your company.  If you have not done so, it is time for your community!  I look forward to your questions and comments.

Best,

Toby