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The Social Shift In Customer Service (Infographic)

| Blog | February 22, 2013

All start-up’s need to be cognizant of the fact that good customer relations are essential to long term success. but what is the most effective way to connect with them in todays modern social media rich world? According to this infographic from social customer service software provider five9.com, the call center is still very much the king when it comes to building a relationship with the people who actually buy your product.

Social Customer Service Infographic by Five9

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How to Handle Negative Feedback on Facebook: 5 Tips

| Blog | November 15, 2011

Facebook Logo Collage from Google Images

Tip# 1 Decide who in your organization will respond

Responding to negative feedback is an art, not a chore.  Whoever does your responding should be up for the task, should not take things too personally, and should understand that often the fan will take out the brunt of their rage on them, the customer service rep.

Also, in choosing who will respond, it’s best to have one person do most of the responding—for consistency of voice.  But not all responses should be handled by the same person.  For instance, if the negative feedback is particularly well worded, well thought-out, and targets the core of your business strategy, you may consider having a higher level employee respond.  Doing so can signal to your fans that you—the company—are taking the issue very seriously and that you are putting a high priority on finding a beneficial resolution.

Tip # 2 Report unwarranted attacks as spam.

As I mentioned in the previous post, how you handle the negative feedback depends on the type of feedback you receive.  For the most part, straight forward complaints should be addressed in a straight forward manner; constructive criticism should be celebrated and used constructively; merited attacks should be handled offline; and spam should be deleted.   However, no matter how vicious a fan’s feedback may seem, you should never simply erase a post.  It makes it look like you have something to hide, and doesn’t prevent a user from reposting the message.

Before deleting a post, always make sure to report the post as spam.  This prevents the user from posting again to your site and denies access to similar users.

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Referrals: Your Best Clients Yet

| Blog | February 1, 2011

Referrals: Your Best Clients

This insightful article is from our Premiere Sponsor, Sequoia Legal Marketing, who develop and market search-engine friendly websites for the highly competitive legal industry.

Getting your first client will seem like the hardest challenge when starting a new business. By the time you launch your business, you should already have the word out among family and friends to let them
know you will be looking for new clients. Don’t just ‘hint’ that you want clients – ask for a referral! Consider writing a letter or hosting a dinner or cocktail party for your friends and neighbors. Let them know what service or product you offer and consider giving a “friends and family” discount to those who refer you new clients and for the new clients themselves. Customers who are likely to buy your product or service will undoubtedly at least try your business if they have a financial incentive to do so.

Referrals: Your Best Clients

When you are servicing your first clients, remember that each relationship you build will bring you more business. Let your customers know that you appreciate their business. If a client offers you a compliment on your start-up, say “thank you, I hope you’ll let your friends know you enjoyed your service here.” By planting this seed, people are more likely to remember your business the next time a friend asks for a recommendation on a great new restaurant or for low-priced printing services.

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