I’ve been digging into customer service books over the past couple years, and it never ceases to amaze me how many companies just don’t get customer service right. And just how easy it is to get right, if only businesses would only take a few extra steps. Not too long ago, my wife and I stayed at a hotel where customer service was clearly made a priority. Most of the staff knew us by name, and when it came to deciding what to order from the breakfast menu (which was free) the hostess told me to “Get them both!” But as great as our experience was, there were a few noticeable lapses in service. Not that anything was bad, but something was noticeably missing. One example: We were told that hors d’oeuvres are served in the library each evening. On the first night, my wife and I decided to hang out by the fireplace and play a game of Sorry! while we waited for hors d’oeuvre time. About 30 minutes past hors d’oeuvres time, there were still none … [Read more...] about 7 Ways to Create Customer Service Content
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Social media was created with the idea of dialogue in mind, so it’s not surprising that more and more users choose it as the main channel of communication with brands.According to a study by J.D. Power, 67 percent of consumers have used a company’s social media site for servicing; therefore, having a social customer support strategy is not just a matter of preference, it’s a must.Successful businesses meet their customers where they are, and there is a very high chance that they are on social media, trying to contact your company.Nevertheless, social media customer care is oftentimes overlooked and neglected.Many businesses leave handling complaints on social media to social media managers, which may lead to throwing a client in the “I’ll-pass-you-to-our-customer-service” hell cycle.There’s nothing inherently bad in letting your social media team manage customer service on social, but they will need some training to be able to manage customer … [Read more...] about A Complete Guide to Social Media Customer Service
I recently had an AdWords client get blacklisted by Google for policy reasons. Anyone who has worked on AdWords accounts for more than a couple of years has no doubt had this happen to them as well. In this case, I had just launched the client’s account and had bought a total of maybe 20 innocuous terms. To be clear, there was *absolutely* no reason for this client to be banned (the client offers free online classes, is VC-funded, and 100% legit in every way). Here’s the initial email we got from Google notifying us that we had been blacklisted: From: [email protected]>Date: Tue, Oct 23, 2012 at 4:42 AMSubject: Your AdWords Account: Account SuspendedTo: [redacted] This message was sent from a notification-only email address that does not accept incoming email. Please do not reply to this message. If you have any questions, please feel free to email us through the AdWords Help Center at https://adwords.google.com/support/bin/request.py. Dear AdWords Advertiser, … [Read more...] about Can Google AdWords Customer Service Be Saved?
Everything your brand does in the new year should support just one goal: better local customer service. Does this sound too simple? Doesn’t marketing brim with a thousand different tasks? Of course — but if the goal of each initiative isn’t to serve the customer better, it’s time for a change of business heart. By putting customers, and their problems, at the absolute center of your brand’s strategy, your enterprise will continuously return to this heart of the matter, this heart of commerce. What is local customer service in 2019? It’s so much more than the face-to-face interactions of one staffer with one shopper. Rather, it’s a commitment to becoming an always-on resource that is accessible to people whenever, wherever and however they need it. A Google rep was recently quoted as saying that 46% of searches have a local intent. Mobile search, combined with desktop and various forms of ambient search, have established the local web as … [Read more...] about What the Local Customer Service Ecosystem Looks Like in 2019
Social media, Facebook in particular, is becoming increasingly important to customer service for businesses. In addition to creating brand awareness, engaging users, and driving conversations, consumers are also increasingly turning to social for customer service inquiries. The numbers offer clear evidence of this. One study found that 67% of the people polled had used social media to address a customer service issue. The same study found that younger age groups are more likely to engage with businesses online and that quick and quality customer service on social is important for consumer satisfaction with brands and businesses. While the study is a bit dated, going back to 2013, it still holds true today. We can only expect social media’s role to expand in assuaging customer concerns and managing expectations. It’s faster and more convenient for customers to contact businesses on social rather than having to wait for email responses or long-winded phone calls during which … [Read more...] about Facebook Messenger for Social Customer Service