Tag Archives: customer service

Customer Service: Make a Video

4 Nov

Customer ServiceSince the dawn of time, customer service has always needed improvement. If you’re not on hold, you’re busy being transferred from person to person or listening to automated recordings. When the age of the Internet came about, you were probably staring at a Frequently Asked Questions page. When the FAQ was no help, you had to resort to email, phone or a manual search for someone with a similar issue. The problem is, no matter which way you choose to seek help, you are either stuck listening to someone try to explain a solution or get drowsy reading an article about troubleshooting.  In either case, there is an easy solution for both the company and the customer: video content.

There is always going to be a common problem with every product. Sometimes the problem extends to the instruction manual not being comprehensive enough, causing a large percentage of customers to have trouble getting the product to function initially. Sometimes it may be a simple jam or a hidden switch not in the “on” position. Whatever the case may be, videos can offer not only great help, but they can alleviate a company from receiving an overwhelming amount of customer inquiries.
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How to Manage Your Social Media Comments

31 Oct

progressive media concepts, social media marketing, social media managementIf your social media strategy is anything like ours, then your brand is probably on numerous social media sites. That means you have a bunch of fans visiting and interacting with each post that you publish. There is a certain response etiquette that is important to follow when answering your fans. Let’s take a look at each social platform and see how to enhance our response strategy.

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The Profile of the Social Consumer and How to Interact With Them

17 Oct

social media marketing, social media management, progressive media conceptsLet’s face it; social media has changed the way businesses have to interact with their customers. What used to be a one-way, company-centric selling process has become a customer-driven procedure. Social media has revolutionized the way consumers go about buying their products and services. If your business doesn’t understand the new-age purchasing behavior of your consumers, you are sure to be left in the dust.

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How to Calculate the ROI of Social Media Marketing Campaigns

27 Jun

Progressive Media Concepts, social media marketing, social media managementBeing able to calculate the ROI of a company’s social media initiatives has been a big debate within the industry. What is social media ROI? How do you know if your sales are stemming from sites such as Facebook, Twitter, or your blogs? These are questions that keep many businesses on the fence of starting to use social media for marketing practices. Of course, there are returns that are not necessarily financial, but let’s face it; all Chief Marketing Officers need to see what will happen to their bottom-line figures. Today, we will take a more in depth look at how marketing executives should be measuring their ROI.

The first step in the ROI measurement process is to form a social media marketing plan that directly correlates to all corporate and branding strategies, without only focusing on the ROI. This means, figure out what your strategic priorities are. Do you want your social media marketing to increase traffic to your sites, improve brand awareness, or improve your search rankings? Do you want to see lead generations or are you planning on using social media as another form of customer service? There are different ways to measure the ROI depending on the strategies you choose. For example, using social media for customer service reduces costs associated with that department, which in turn increases the financial value of your strategy. Refer back to last Monday’s article to see how that is done correctly.

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How To Use Social Media Marketing to Join the Conversation About Your Brand

20 Jun

Many businesses of all sizes are still reluctant to jump on the social media bandwagon. Executives may be scared that by creating social media sites, new avenues are built for negative comments and bad reviews about their brand. Unfortunately, this type of mindset is ignorant – people are talking about your brand online regardless if you have a Facebook or not, and not only in a negative way! There are hundreds of review sites, open forums, discussion boards, and personal opinions being shared over the Internet every second. Both positive and negative feedback is being dispersed all over the web, which can have both advantages and disadvantages if not handled properly.

Consumers trust other consumers’ thoughts and opinions more than they trust the company itself. Why wouldn’t you want to join in on what they’re saying? Creating social media accounts for your company gives your customers a space to come and discuss your brand. Having a Facebook or Twitter page lets fans interact with you AND their peers on a daily basis. Through social media sites, you have the ability to create a community around your brand and take lead of the conversation.

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