One Big Action to Make Your Customers Feel Great. Don't Miss This!

I would like to point out the people who are responsible for customer satisfaction. Marketing directors, managers, CMOs, customer excellence and many others, all use social media in our marketing strategy; though, we may miss something really important for our businesses.

As I am responsible for Supplementler.com’s overall marketing strategy and customer excellence. I know that social media takes a big part in this journey. If you think the same, we should all look at the statistics together. We can better clarify its potential impact into your business. Let’s see the result with statistics and reality.

Hire a Dedicated Social Customer Service Specialist: Are you using social media and getting a lots of messages with tons of questions from your prospects? Probably many of us still answer those questions slowly. Did you ever think what would happen if you hired somebody to answer the questions immediately or call the customers to talk them about their questions ?

Let him/her work on that topic clearly: Just like a real customer service, it is real to connect with customers on social media when they ask you anything through Facebook or Linkedin. If it is going to take long time to talk over the message panel, just ask for their phone and call them. This is the “Woow” effect.

So let's check out why...

What Customer Service Looks Like Today ?
Customers hate your customer service according to a study by Accenture, almost 75% of respondents cited being "extremely frustrated" when having to contact a company multiple times for the same reason.

Repercussions of Poor Customer Service

Isn't that enough? So keep reading...

Monthly Active Users of Social Networks

Social media already took its course and any brand can not live without a social character. It changed consumer behaviors and expectations. What consumers want most from your brand is great customer experiences.
If you meet their expectations, what happens is that 74% of consumers spend more and 68% are willing to spend more.

The question is, how should social media play their role inside your customer service and why? As long as customers uses social media and want quick responses, this is one of the top reason that you have a social customer specialist in your team who fully understand the responsibility. It is an investment and you should definitely invest into this.

ROI Matters, right ?

For all those reasons above, follow four steps below to great social customer care and research more.

1.    Identify unhappy customers.

2.     Define your communication strategy to understand how to communicate on behalf of your brand.

3.     Check out your responses again to streamline it all with CRM and so forth.

4.     Evaluate yourself and optimize in real time.

Hope you enjoyed it and it makes significant change in your customer service strategy.
If you believe that your role is focusing on Customer Experience, and proud of that fact, you are working to make the customer the center of everything you do! Click to tweet -> "It is time to focus on social customer service" 

Credit: Sprinklr

How Customer Experience Management Takes a Part in Marketing

Hope you like it!
The Rolling Stones
www.youtube.com/watch?v=SGyOaCXr8Lw

Since the early days of the web, marketers have been aware that it’s not just important to provide good content, but a good experience.

Every delay or confusion, broken link or coding error costs money today, and quite possibly a future customer. But “experience” goes well beyond usability, it includes not just what we do in brand spaces, but how we feel and what we think while we’re doing it.

Now as we’re well into the second decade of digital experience design, it’s still a priority and a challenge; nearly two-thirds of respondents say that it’s one of the ways in which they try to differentiate. And yet, a minority of organizations are satisfied with the experiences they offer online and consumers agree with them.Part of this dissatisfaction is a function of the rise of mobile. Just as marketers were getting their arms around the optimal website experience, screens got smaller and keyboards disappeared. If usability was important on a 24-inch monitor, it’s paramount on the third screen.

Looking ahead, organizations are going to have to answer a key question: Does marketing “own” the customer experience and where does that leave the Marketer ?

To optimize the customer experience means much more than reducing the clicks between product and purchase. The greatest challenge for marketing is that a customer’s experience is now an aggregate of online and offline events, mobile and desktop, store and device, marketing and service. Yet few organizations have one executive with the mandate to correlate these disparate but connected pieces. Meanwhile, marketing leads or is involved with many of the areas that affect customer experience online and offline.

It can be argued that the marketer should aim to manage customer experience.
First, marketing is best positioned at most organizations to look at the whole of the experience across media and platforms.


Second, marketers can look at this as an area of opportunity for themselves and their departments. There’s strong evidence that the customer relationship is becoming less about outgoing brand messaging and more about content and interaction. Marketing should own that evolution and shape the future.

If you have any comments or concerns, please feel free to leave it all!

Top 10 Marketing Charts of the Month – October 2013

This month’s quick-hit set of top charts includes the following topics: Facebook’s waning appeal among teens; B2C & B2B content marketing trends; “most-loved” brands and failed consumer-brand connections; US household income trends; social media ROI and company involvement; online video budgets; the time for digital transformation; and the demographics of Instagram users.

Click the image above or the link below for the pdf: MarketingCharts-Top-10-Charts-of-October-2013

Getting Confusing with eCommerce!

Do not Even Worry About How You Should Start Online Business!

Experience is everything right? You always research for the right way to build up your eCommerce enterprise.
Are you the Owner?
Do you have retail chain but don't know how to start selling your products online?
Are you a manager of an eCommerce company but you have problems to see the bottom line.
I believe that you understand why I am asking for...
Let's start answering the questions instead of asking the questions.

See the bottom line and build your organizational structure step by step:

The structure I'd recommend:

E-Commerce Executive

• Website Management
  
  
  
  
  • Content Management
  
  
  • Usability & Web Design


• Online Marketing
  
  
  
  
  • Social Media Communications
  
  
  
  
  • Display Advertising
  
  
  • Affiliate Marketing


• Email Marketing
  
  
  
  
  • Copy Writer


• Search Management

Those are the major areas. The size of each group and the level of each manager depends on the size of the organization. The company also needs an online public relations role to engage with bloggers and to manage the messages on facebook, twitter, youtube, digg and the like. This may report through the Social Media Communications department instead of E-Commerce.