Customers want awesome social media customer service. As customer service expectations rise, the need for a solid, well planned and executed program is table stakes if you want to compete. This is a great time to make great social customer care your competitive advantage. We are discussing how to build an awesome social media customer service program in three parts. This is Part 1 – Philosophy and Approach. Continue reading
Why is it so hard to agree to disagree? Have you noticed that Facebook posts inviting clarification, correction or straight up arguing are demanding your attention? Early in the campaign season it became clear that I do not agree with some people I know and love. For a while we could avoid contentious topics, but that didn’t last. Opinions masquerading as facts keep getting in the way. Continue reading
Join with the growing number of organizations that fundraise using personal profiles. It is a great way to add capabilities to the development process and to spotlight teams and board members.
Individuals create a personal profile and post it on a web page with other profiles. Potential supporters click on the profile photo and go to a web page. The message is a personal ask for a donation and to share support on social media.
Recently city animal shelters have engaged social media to save their shelter’s animals lives. While small suburban and county shelters, with little foot traffic, rely on volunteers for their social media outreach. At the Garland Animal Shelter, volunteers have stepped up to do just that. Continue reading
Do you know how your organization could strengthen fundraising with social media? Why not check out practical possibilities that are effective and budget friendly. Here’s some examples of how to use social media to strengthen your current fundraising practice beyond a credit card form on your web site. Continue reading
Myth #1 You don’t have to deliver social customer service.
Great social customer service is your new best marketing strategy. People trust ratings, reviews and the way they see you interacting with customers in social media far more than they trust your advertising and PR. According to Jay Baer in his book Hug Your Haters, you’re going to have unhappy customers no matter how good you are. He says, “if you’re lucky they’ll complain.” Since 95% of consumers never complain, engaging with the five percent is a gift. They will tell you where you need to improve. Show them you know what to do with a gift.
Myth #2 Social media is just another customer service channel.
Social media is completely different from any other channel. In voice, chat and email you have a one to one interaction between two people. If it goes poorly, it’s not great but it’s not a big deal. In social media the customer has a microphone and an audience. There are many reasons to pay attention, the most important is to keep your customers. Forrester tells us, “good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion,” Forbes 2017 Customer Service Trends: Operations Become Smarter and More Strategic . You can design an easy, friendly, low-effort social media customer service approach that empowers your customers to love you.
Myth #3 Staff your program with millennials for success.
Although millennials are the customer segment with the highest expectations for social customer service response, 78% expect a response within a day, your social team will be more effective if you employ more seasoned customer care professionals. Empathy, great work ethic and excellent communication skills are imperative in this role. Social customer service is all about the customer. Millennials can be part of the team and grow into meaningful roles over time.
If you believed one, two or all three of these social customer service myths when you started reading this, now is the right time to let them go. Be the company with the best customer service strategy and you’re going to end up increasing lifetime value and loyalty.
Social customer experience needs to get better. The ease of comparing products, finding the best price, and making purchases online without having to go to a store or even a computer has elevated customer experience design to an art. The landscape has changed and customer expectations are rising.
Do you want to do more for organizations that are solving problems that effect you and your community? Are you interested in how people like you are discovering the power of social media fundraising? If so, find out how you can help family, friends and colleagues support things you all care about.
Great social customer care, delivering the customer experience people want in social media, can become your competitive advantage. It may even make your customers jump for joy.
Everybody Wants Great Social Customer Care
Think of yourself as a customer. When you buy something that doesn’t work or stops working, how does it feel? What do you do? Chances are you don’t want to call the 800 because that’s usually not a good experience. If you tweet them and they answer that would feel pretty good, wouldn’t it? Continue reading
Do you want to build a social media community that supports your passion? A major nonprofit has found a way to provide its many volunteers with powerful new tools to raise funds. The Cystic Fibrosis Foundation (CFF) is the leader in the fight to treat and cure cystic fibrosis. This genetic disorder effects 30,000 people in the US, half of them under the age of 18. Continue reading
Nonprofits are constantly trying to find ways to cut costs so that they most money possible goes to providing services to their clients. Those that are behind the digital marketing curve will often toss the reigns of their social media to some young new hire to be done among their other many roles. For those newbies, the learning curve is high. Here are some quick tips if you wake up to find yourself a social media manager for your nonprofit. Continue reading
Social media can serve many purposes for a non-profit. It can be educational, bring cause awareness, or raise money. Likely it will be a combination of all of the above. But as many business haves a bottom line of making money, nonprofits have a motivating need to raise funds in order to execute the services for which they exist. Some nonprofits have done a great job building a fan and follower base on social media, but the key is converting fans into donors. Who seems to be doing this well, and who could probably use a boost? Continue reading
Social media involves a combination of scheduled, loosely-planned, and reactive posting. When you are out at an event and need to create content and post on the go, you want to easy to use tools that meet all of your needs. Sorting through photo editing and/or typography apps can be overwhelming as there are so many options. If you are looking for the best mobile editing app to create content that is easily personalized to your brand and each platform, look no further than Over. Continue reading
There are a lot of social media managers that are working at a company too small for a professional photographer or design team. That means they are going to rely heavily on stock photography. As price is always a concern for people in business or the non-profit world, here is a list of the 5 best free stock photography sites for you to use.
People have short attention spans, so how do you catch their eye and tell the story of your wine? Are you using video – if not, you must start. The visual impact of video communicates in ways that other methods can’t. Adding videos to your social media can increase click through rates by 96%. Continue reading
So you are not invited to the party and now you are suffering from social media exclusion. Gone are the times when a teen was content to be home with a girlfriend doing an all night movie marathon instead of going to that party. Now the teens are glued to their Instagram, Facebook, and Snapchat watching live streams of the party unfold in real-time. Continue reading
Emoji’s Made Social Media More Social
During the early stages of text messaging and social media, character counts were maxed out at 140, and users had to find inventive ways to use their “voice”. Thoughts, feelings, and emotions became challenging to express, and with messaging rates still at a price/per, long conversations were too expensive for most users. Networks became bogged down and engineers and researchers were called up to create solutions. A Japanese research facility began testing a new form of expression. One that only took 1 character to convey, the Emoji. Emoji’s made social media more social immediately and the world of digital communication was forever changed.
Are those high numbers on the video post real Facebook video views?
If the Facebook video views are not dissected and one is relying on those inflated Facebook video view numbers, we’re afraid that everyone is being fooled. Let’s talk about Facebook video views and let’s get real. What are accurate Facebook video views? According to the latest statistics on a Facebook video view, if the video is watched for three seconds it is counted as a video view. Within both Instagram and Facebook if a video is viewed for three seconds it counts as a video view. Let’s compare the Facebook and Instagram video view to a You Tube video view. In a You Tube world a video view must be viewed for thirty seconds to count as a true video view. This brings us to the question is three seconds in Facebook really long enough to qualify for a video view? Continue reading
Your customer is mad and heads online to let everyone know, can you (should you) respond to a bad review in a positive way? You work hard to create a great guest experience at your winery and criticism may hurt, but how you respond to a bad review matters and it can impact your future.
5 tips to get bloggers talking about your wines
If they are not already, you absolutely want to find a way to get bloggers talking about your wines. Data collected by BlogHer shows that 87% of people have made a purchase after reading a blog review of it. There are more than 1,300 wine bloggers currently writing worldwide. It’s the new media. Continue reading
What makes a great leader? A leader is a person who wants to be the face of an organization, the person responsible for success and failure, the person who has all the right answer, and is someone who has no room for improvement. These tend to be commonly held beliefs in our society and “A Leader’s Legacy” sets out to show how these beliefs are not only wrong but how true leaders act. The book discusses what it is to be a leader and how legacies are left behind. The book disputes leaders are born or made, and shows that leaders aren’t always the charismatic or natural leaders. Continue reading
If you tuned in expecting an offensive showdown in Super Bowl 50, you got quite a different outcome. The game turned out to be a defensive battle. And while defense can win championships (congrats Denver), it doesn’t generate much excitement. So what else is there to do when the game you spent hundreds of bucks to host is a snoozefest? Why, take to social media and check the buzz on all the commercials of course! Continue reading
Utilizing Social Media in Higher Education
Long gone are the days where high school students looked through pamphlets of regional colleges and universities to decide which school they wanted to attend. College recruitment has gone from a part-time job of a college counselor to a multi-million dollar component of university budgets. Tactics ranging from in-person visits to direct mailers are deployed in order to secure a freshman class, however; both are incredibly expensive. With collegiate state and federal funding drastically decreasing, new recruitment methods that are more cost effective are being used. The largest of which, is utilizing social media in higher education.
You know women love wine and social media. The question is can you encourage women to try, and buy, your wines by engaging them in conversation online.
According to a 2014 Gallop poll, women are wine drinkers, more than 46% of women who drink alcohol choose wine as their drink of choice. Women buy 57% of all wine sold and they are buying it for consumption, not collecting it. With this kind of buying power, the potential is huge for any wine brand that can win them over. But how to reach female buyers? Pew research shows that 80% of women online regularly use social media and 77% of them are on Facebook. Women love wine and social media, to reach more female wine buyers, connect with them online.
Is the new functionality allowing the management of multiple accounts in Instagram a tactic to steal Twitter users?
Social media managers, your dreams have come true! Being able to switch between multiple accounts in Instagram is finally happening. Instagram announced on Twitter that the long-requested feature would begin to appear in iOS and Android apps this week in version 7.15, though leaks revealed a few users were already seeing the feature last week. Select users in the app’s official beta testing group for Android received the update back in November with version 7.12 as the social network was testing the functionality. Since then, Instagram users have been waiting in eager anticipation for a full rollout.
To Facebook Friend Your Boss, Or Not To Facebook Friend Your Boss; that seems to be the question of the century. Facebook Etiquette Today: Private lives have always been just that; private; until the first appearance of Facebook on college campuses in 2004 and in the work place in 2007. Before then, personal and private lives were shared through word of mouth, phone calls, letters, and emails. Now, no matter much one tries to keep their private and work lives separate from each other, they seem to always mix when it comes to social media. Private lives were easier to control before Facebook because it was controlled mostly by the person speaking and not other people tagging on your behalf. Facebook allows people to place every moment in their every day lives online, while the human race has lost the art of communication in person. Continue reading
Is Snapchat the Next Texting Tool of Future Generations?
Has Snapchat emerged from its infancy as a sexting app to Snapchat the next texting tool of choice? Snapchat appears to have grown up and is the primary choice of communication for the younger generations. Snapchat is a real-time digital communications forum where one can combine photos, videos, sound, and text within your message through unique filters. Snapchat with its combination of text, photos, and videos is an unbelievably fun way to communicate. The saying a picture is worth a thousand words comes to life within the Snapchat environment. Read more about how Snapchat mixes video and texting. Continue reading
So you’ve tweeted a picture-perfect shot of your vines glistening in the California sun, fabulous. But are wine and social media the perfect blend to increased sales at your winery?
Consider that the last of the millennials have just turned 21 and are drinking more wine than any other generation. Of the 77 million young people classified as millennials, well over half are choosing wine as their beverage of choice. Wine and social media are the perfect blend to higher winery sales. Continue reading
A list of the top 5 FREE social media tools every social media manager needs to know about:
Hootsuite – a complete social media management system. From posting content to multiple channels, to measuring analytics to monitoring what people are saying about your brand. This platform is go-to social media platform and is one of the top rated free social media tools. Continue reading