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Tag Archives: Social Media
Social media is here to stay, there is no doubt about it.
Most of the time representatives are having a hard time getting the upper management involved, and explaining how social media ROI works seems at times an impossible task.
Maybe we should take a step back and stop perceiving social media as the “end-all, be-all” solution, and start perceiving it as what it truly; a valuable tool and influence channel that should solidify all our combined efforts.
Getting your brand out there and promoting it, is the most important factor of incorporating social media into your business strategy.
You simply have to be “there”.
Social media allows brands and organizations to tell their side of the story and build their presence online. Users can take a peek behind the scenes and glance at the process’s or check out the company culture before applying for a job.
Posting detailed information about the hiring process is one of many great features of social media, candidates will know exactly what to expect and will be able to decide if they even want to begin the hiring process – time gained for both parties involved.
The dreaded social media ROI.
Obtaining accurate social media ROI might be an impossible task, especially when you want to examine how many people you hired thanks to Facebook or Twitter, or how many of the active user base on your corresponding profiles are loyal customers.
Instead we should be looking at the tremendous value social media provides in brand and reputation building.
And how does your brand look online, is it a thriving online community or a ghost town?
Being actually good with people should be prerequisite to even become a team leader.
It is not about metrics, it’s about managing and motivating your “rag-tag” group of contact centre individuals in such a manner that they are able to attain certain goals.
It’s quite easy to notice the good team leaders, there are the guys or gals that know what their whole team was doing during the weekend on the Monday morning. They constantly reassure that they got their contact centre agents back when it comes to dealing with supervisors and management and will take the heat for any possible screw up without shifting the blame onto the team.
In short, they cherish people first, metrics second.
Do note that good sales representatives aren’t always good managers and vice versa, although having the same background as their colleagues will make them bond easier.
Never sugar-coat, be transparent, and above all else if something has gone wrong acknowledge and reassure.
Social customer service is on the rise, and some companies are finding it difficult to deal with problems through a channel that requires immediate action from them. So what are “The Essentials” of social customer service?
OpsTalent has this checklist for You:
- Be fast; ensure that each complaint through social media is taken care of in a timely fashion, real time is expected so don’t be afraid to escalate if the situation calls for it, think fast!
- Be transparent, if something has gone wrong admit, comfort and reassure the customer base that the situation will be resolved shortly, if not compensate, keep the customers informed re progress
- Be positive, even if a particular problem effects a small portion of the customer base, inform them that despite that fact you are doing everything to make it right and apologize for the inconvenience
- Keep the complaint visible and report regarding progress, never take the problem out of the visible communication channel, other customers that were following the development of the situation will get suspicious, also look out for some positive viral potential.
- Follow-up, re-engage the customer, and hopefully they will re-tweet to say that despite the issue with the product or service they initially encountered, the customer experience they were provided turned out to be an amazing journey for them and only reassured their trust in your brand
Pinterest has been popular for quite a while, but recently social media experts have been repeating the sentence “If your brand isn’t on Pinterest, you’re getting left behind” like it’s their mantra – while OpsTalent does understand the hype, simply jumping in because it’s the latest “fad” won’t cut it, especially in the B2B field.
So what are the biggest mistakes, the ones that keep your company from benefitting from Pinterest as much as it could?
Come up with a valid strategy.
Obvious, but some managers believe that “We have to be on Pinterest because everyone else is!” is a valid game plan.
First and foremost, knowing your keywords and skillfully using them in your profiles, pins and boards is essential.
Simply jumping into the fray won’t cut it, put some though into figuring out what categories potential customers might be interested in.
Original and interesting content.
The niche on which Pinterest operates is fairly well known, it’s image driven, it’s essential to provide content that will stand its own ground against professional landscape photos or cute cat pictures.
Since the medium of choice is image, you simply can’t afford to be cheap about it. Invest, images and design are the main factors on which users, and later on potential customers will notice your pins.
Even rich in text and data infographics shouldn’t be just re-skins, be creative and if you can’t, hire someone that will do it for you.
Being overly corporate.
Nothing screams boring from a mile away, as being overly corporate. We understand legal worries that might be going through most managers heads, but you simply won’t earn any re-pins if you choose to post your catalogue images only.
A small disclaimer inside your bio, should state that you don’t endorse any images, but you simply share what you find interesting.
Choose a representative that gets your brand.
Most of the time when it comes to social media (Pinerest being the main culprit since it’s relatively new) companies choose to hire fresh college graduates, or people from the Y generation since they “Get it”.
Although, younger people are more attached to social media than their older colleagues, they often don’t understand your brand.
If you want to avoid any potential “shenanigans” when hiring someone new, appoint his “on-site” guardian; someone that will explain the brand to him, what tone should the “message” contain.
Don’t forget about your audience.
Forgetting about your audience is a cardinal sin, while pinning whatever you find interesting or posting content that represents your brand it’s easy to forget about your target customer base.
Pay close attention what people like, what type of content gets re-pinned the most and then post more of it.
Set up multiple boards, each aimed at a specific audience, interact and respond to their questions.
Basically, be social.
Follow your competition.
Learn from your competitors mistakes, and success’s.
You can’t afford to ignore the actions of other companies in your field, see what they are doing, data-mine their pins for good ideas, and furthermost see what concepts work for them and what don’t.
But don’t just mindlessly copy their ideas, look at the broader picture.
Find the reason, be it failure or success – fix it, improve it. Collect, research and implement.
Have you made any of these mistakes? Let us know in the comments bellow!