Did you know that a customer interaction through Twitter costs 1/6 of a call centre resolution? With the amount of time people are spending online increasing every year, more customers are opting to contact brands via social media. This means customer service through social media has become essential. Customers expect it so you need to provide it.
80% of social media customer service requests happen on Twitter and the network has some interesting features that can help your tweet encounters become much more effective.
Do you find yourself getting to that awkward point with customers where you can’t or don’t want to resolve their query in public? So you ask them to send you a direct message.
Twitter has introduced a call-to-action button that you can tweet to customers which, when clicked on, will open a direct message conversation between you and them.
This means taking difficult conversations offline and sharing private information will be much smoother.
Customer feedback is one of the most important ways to measure and improve service, but in order for that feedback to work, it needs to be structured. Twitter has begun rolling out just that with its new customer feedback tool.
Soon, your business will be able to utilise two industry standard measurements of Net Promotor Score (NPS) and Customer Satisfaction (CSAT) by sending out a call to action through tweets.
Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.
By measuring these engagements you’ll now be able to see whether your service is leaving that ever so important positive impression.
Having worked for more than three years in digital customer service for both Sky and EE, I took great pleasure in seeing the positive effect that a good social media presence had. The evidence of this was when we consistently achieved the highest customer satisfaction scores in the entirety of customer services for both companies.
Twitter’s additional features show it has recognised its own importance to customer service and is making strong moves to fit industry standards.
So is it time you recognised it too?
When you think of social media platforms, what comes to mind? Facebook? Twitter? Possibly LinkedIn? When it comes to choosing which networks to use for our businesses we inevitably go for the ones we’ve heard of. Or the ones we’re using personally. But could we be missing out on something better?
Here are ten social networks that could bring in customers, raise brand awareness, position you as experts – in other words, have a massive impact on your business. Don’t even think of going on all of them! Use this list (which is in no particular order) as a way of finding out whether you’re on the right ones or whether you ought to look elsewhere.
Facebook – It may be the biggest but for many businesses, Facebook is just not right. For starters, its brand pages are very much weighted towards business-to-consumers so if your potential clients are other business owners then you might be wasting your time. Business owners should be posting around three times a day and Facebook will only show your posts to those it wants to.
Google+ – If you measure by the number of accounts, Google+ is the second largest social network in the world. It can be difficult to use but the key thing is that Google+ is owned by… Google. Therefore its influence over search results cannot be underestimated. Google experts frequently cite a +1 on Google+ (equivalent to a ‘like’ on Facebook) as one of the biggest influences on a Google search.
Twitter – Most businesses use Twitter badly, tweeting out sales messages and offering little. The average life of a tweet is estimated to be just seven minutes so you need to tweet often. The power of Twitter lies in our ability to use it to find and build relationships with potential customers. This is time-consuming which is why we are asked to manage lots of Twitter campaigns.
Instagram – The current darling of the social media world, Instagram is a great network for raising your brand awareness, particularly if you sell eye-catching products. The drawback is that you cannot post links back to your website so potential consumers have to make extra effort to buy.
Pinterest – Pinterest users pin website images they like onto their virtual pinboards. It’s the second biggest network for driving traffic to websites and evidence shows that Pinterest users are hot-to-buy. It’s also loved by Google so if you can label your pinboards with the right search terms, they have a good chance of appearing high in search results.
Quora – Wondering why you never see baby pigeons? Then Quora will have the answer. It’s a social network where questions are asked and experts from across the world provide the answer. Take the example of the accountant who answers questions on Quora about his area of expertise. He’s found that those he gives free advice to then ask him to do their regular accounts.
LinkedIn – One of the best networks to get business from other business owners, LinkedIn is no longer just a place to find a new job. If used properly for ten minutes a day, you should be able to generate at least three leads a week through LinkedIn. Two of our clients alone generated nearly £50,000 between them last year through LinkedIn.
Periscope – Periscope is a brilliant way to increase a business’ visibility. It is a video broadcasting app that is owned by Twitter. You can set your broadcasts to private or public. If broadcasts are public, you can reach audiences all over the world, including your target audience.
Reddit – It may be one of the ugliest social networks in the world but Reddit has enormous power. It’s a site where users start conversations or post website links they like into different categories. I once posted a blog on our website about Formula 1 and social media – within 24 hours it had had 600 hits of which 500 came from Reddit.
Vine – This six-second video network provides businesses with an easy and effective way to create videos which can be not only shared on Vine but also posted onto Twitter, Facebook, YouTube and even Instagram. Want to tell your story over social media? Vine is invaluable.
Want to find out more about which social network is best for your business? Call us on 01332 776910 (Derby) or 01158 248242 (Nottingham)Read More
The Nottingham Business Expo will be the stage for a social media talk by the East Midlands’ largest social media consultancy.
Status Social’s Mark Saxby will speak about “Ten Social Media Networks which could Transform your Company” to the hundreds of business leaders expected to attend the event.
The Nottingham Business Expo takes place at the Motorpoint Arena on Thursday 3 March, 2016, running from 9am until 4pm. Status Social will also be exhibiting at the event.
“We’ve been working with Nottingham businesses such as Vision Express, East Midlands Trains and Nottingham City Council for many years but there are still many in the city who aren’t aware of the impact our social media knowledge can have on their business,” said Mark.
“My presentation will look not only at the biggest social media networks that could make a difference to businesses, but also the lesser known ones which may have more of an impact if used in the right way.”
The team at Status Social has trained around 1,500 business people how to use social media to increase sales since becoming one of the first specialist social media agencies in the UK in January 2011. Status Social has also managed social media accounts for organisations such as Marriott Hotels, Saniflo and Derby City Council.
If you’d like to attend the expo, Status Social has access to 15 free tickets to the event. The only condition is you need to come and say hello to us on our stand! Click here for more details.Read More
What can you do when your former employees use connections on LinkedIn to steal business?
By guest blogger Jameel Mann, employment solicitor.
Due to the amount of business LinkedIn can generate, companies are starting to invest a lot of time and money into LinkedIn training and encouraging their teams to use the network.
So how do you decide who owns the information on an employee’s LinkedIn page and what happens to it when they leave?
David Gamage, a former employee of Whitmar Publications found out in court.
Gamage and two other employees left Whitmar to set up a rival publishing company. A court case heard that while at Whitmar, Gamage and two other employees had created LinkedIn groups designed to bring in clients.
However, after leaving Whitmar Publications, the court was told Gamage sent invitations to contacts in the group asking them to attend a business event run by him.
So who owned the LinkedIn group and did Gamage have the right to use the contacts in it since he had set them up himself – through his own personal LinkedIn account?
Well the court concluded that despite the groups being set up through a personal LinkedIn account, Gamage’s employer, Whitmar Publications, owned the LinkedIn groups. It decided that Whitmar had the right to access and manage the LinkedIn groups as it was clear that LinkedIn was used to generate leads for the business.
So who owns information on LinkedIn?
Is there a clear, definitive answer? Not quite. As the evidence in this case was so obvious, it still remains unclear who owns the content when an employee uses LinkedIn for both business AND personal use.
It is for this reason employers are advised to ensure clear guidelines are in place when employees use social networking sites in order to protect their contacts and confidential information after an employee leaves the company.
Business owners often don’t think about the need to protect their business from the activities of previous employees on platforms such as LinkedIn. LinkedIn is a valuable tool for building business connections and therefore, if an employee leaves to join a competitor, this information can end up benefiting the competition.
Jameel Mann is an employment solicitor with Geldards LLP in Derby.
Are you a Marketing Derby Bondholder? Don’t miss our talk on how to grow and protect your business delivered by Status Social’s Mark Saxby and Geldards. Book online here.Read More
Blurred LinkedIn background images, dodgy-looking Twitter headers, unforgivable Facebook cover photos – we’ve all seen them but as a business owners/marketeers it’s vital we look good on social media.
And with the social networks regularly changing their photo sizes, it’s so difficult to keep on top of the latest dimensions. So it’s great, therefore, when somebody does the job for you.
Stand up Jamie Spencer from Make A Website Hub and take a bow. Jamie has created a beautiful infographic which gives us (almost) everything we need to know for social networks in 2016. So there’s little more to say than, enjoy….
How do you get your tweets to be read and acted upon? There is so much content on Twitter, our brains will skim over tweets which include words we don’t like.
It may be that these words or phrases have an association with sales-pitching, or that they register with you as boring or annoying.
These tweets are probably the result of someone’s laziness or lack of thoughtfulness when posting them. So what eight actions do YOU need to avoid?
#Word #WordyWord #ILikeWords
Don’t hashtag every word in your tweet because it’s distracting and, because of that, your message loses its value. And don’t use a list of more than three hash tags at the end of your tweet because it looks like you’re trying too hard.
It just looks spammy. You need to tell your audience exactly why they want to click on the link. People underestimate the effort it takes to click on a link that takes you away from where you wanted to be – having a leisurely scroll through Twitter.
‘C U L8R’
That’s what your followers will be saying as they click the ‘unfollow’ button after seeing countless tweets written in text-speak. Granted, a 140 character limit makes it easy to resort to shortened words, but don’t be temped. It won’t take you long to think of a way to rephrase it and there’s no harm in replacing words such as ‘and’ with ‘&’ now and then.
When I see a question starting with ‘fancy’ I immediately think, ‘marketing term; they’re trying to sell me something’
“Fancy a job in marketing?”
“Do you fancy doing a course in cookery?”
I can’t scroll down my timeline for 10 seconds before I see this phrase. Don’t do it! It’s a cop out! If you’ve ever used this phrase in a tweet, you’ve got to admit you were being lazy, weren’t you? You didn’t really think about how you could have phrased it better.
Instead, think about why your audience might ‘fancy’ whatever it is you’re suggesting. If you think your followers might like a job in marketing, tell them why they would! If you’re advertising a job in marketing then tweet about the aspects of it that you think would appeal to your audience.
Who says your product is the best? I’ve seen ten other businesses telling me their product is the best too. I’d like to see some evidence please.
READ MY BLOG HERE
Is it necessary to shout that at your audience? Writing in all caps won’t get their attention. If you want to get people’s attention; be clever about it. You might want to think about your audience and words they might use to show passion and excitement.
You’ve only got a maximum of 140 characters to check! Ok, typos happen (as unforgivable as they are). But there are a few things you can do that will make sure typos are only a ‘once in a blue moon’ occurrence.
A lot of social media management tools have now introduced a ‘confirmation’ feature. For example, on Tweetdeck you can add a step before the tweet is sent which prompts you to check your tweet again. On SocialSignIn you can set permissions so your posts are checked and approved by someone else before they are posted.
‘Don’t miss out’
Your audience will respond differently to this type of tweet. It will have the desired effect on some and they will feel a sense of urgency to purchase the product or service. However, others will decide the value of the offer for themselves.