The right way to do customer service

Published on 28 September 2009 by Jorge in Customer Experience

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You want to know what good customer service looks like? Check out Woopra’s CEO John P. video and blog post announcing that his . With no seed capital in the bank to keep the service free, Woopra is ready to start monetizing their service and is asking for their loyal user base for support.

Whenever there’s a company with no seed money in the bank that creates a damn good product and rides it out for almost 2 years with out making single dollar and asks it’s users for help, you have to respect that.

What stands out is the level of transparency, let your users know what’s going on, what you want the product to become and how you plan on getting there…a battle cry that we’re all in it together.

Woopra has a fiercely loyal community of users and I have no doubt that they’ll show their support so the service continues.

 

Why is this important to you?

You can see there are companies out there who are willing to create a great product, create a community around it and include them in the success of the business.

Key takeaway: Honest, transparent and authentic service goes a long way towards creating a relationship with your users that when called upon are more likely respond with passion.

 

 

 

P.S. I’ve been a user of Woopra for about a year now and I think It’s a great service.

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Our first must read digital marketing story of the week comes from Wharton where new research into how consumers make decisions finds that creating a personal connection with your product based on the time consumers spent with it has a stronger effect in their minds.

From the article:

"Consumers think more positively about the product because, with time spent, one becomes more engaged with [it] — [the product] must say something about you. Spending money is less personally connecting." "By simply directing people’s attention to time, rather than money, you can actually make people make happier decisions." 

 

 

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Human interaction is taking center stage as we move into a more social web. Presenting a human face to consumers is something brands have to embrace, no longer will consumers tolerate talking to a machine. ‘Talk to me but don’t push your business on me’ is the challenge some brands are already starting to master.

In our first must read story of the week Chris Brogan talks about the importance of the human connection between brands and consumers.

 

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Popular blogger and social media expert Chris Brogan, who recently released his new book Trust Agents, talks about the importance of humanizing brands.

 

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One of key problems in social networks today is businesses treat them as another channel for their brand, they don’t work this way. Research conducted by Professor Mikolaj Jan Piskorski provides a fresh look into the interpersonal dynamics of these sites and offers guidance for approaching these tantalizing markets. Key concepts include:

  • Online social networks are most useful when they address failures in the real world.
  • Pictures are the killer app of social networks.
  • Women and men use these sites differently.
  • Businesses shouldn’t consider SNs as just another channel.

 

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The viral video that breaks down how Apple has a way of using “Incredible, amazing, awesome Apple” in their keynotes to induce people to buying more.

 

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Microsoft’s Bing search engine is growing in usage, the main reason is how it differentiate itself from Google. It’s offering is based on decisions consumers need to make a making it easier for them to make the right one and as Mashable notes, people are noticing. That’s one hell of a good value proposition! 

 

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A simple formula to get retweeted!

1. Keep it short,

2. Say something interesting.

 

Are you thinking of redoing your website? Seth Godin shares his list of questions we should ask ourselves before thinking of redoing our website.

 

Lisa Barone shares with us 4 tips to increase the interaction your users have with your brand through a Facebook Fan Page:

  • Make people feel they’re part of something
  • Appeal to core members
  • Offer exclusive content
  • Make your fan page their forum

Facebook Fan pages have always been a valuable way to build a community and learn about your audience. However, now they’re also a great way to get your users to spread the word about your brand to their friends with the use of tags. Give them a reason to join your Fan page. Make it exciting and worth their time. And then encourage them to talk about you, to tag you and increase the eyeballs interacting with you online.

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bill gates

As a vehicle for showing allegiance, sponsorship, support, or even dismay or disdain, the T-shirt remains a powerful medium of expression.

 

It’s not uncommon to see startups and established companies giveaway swag to their users and fans, it’s a way to create community and spread the word. But how about holding a contest where your fans design what they think your brand conveys?

I was intrigued by , it asked it’s readers to come up with . As you can see from the designs some are very funny and other’s are well not so funny for the CEO.

Would your let your fans do this? What do think they would come up with?

This is a telling example of the times we live in, brands have less control over the message. It requires a great deal of confidence to ask your users to design a t-shirt with what they think your brand conveys but it also gives you an opportunity for a gut check!

This brings shivers down the spine of any brand marketer, but give it a try and see what happens. You might be surprised but also rewarded with a humbling experience.

Key takeaway: Times change and brands change, perception is everything and how your brand acts on a daily basis sends signals to your fans of what they can expect. It’s your job to shape the expectations!

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Getting out of the gate quickly is what most organizations want to do, but in social media the gate is not so obvious. In this weeks top digital marketing story, Sean Carton provides a list of questions you should ask yourself before you get into the social media race.

Before jumping into the social media bandwagon you should think about strategy first says Sean Carton. There isn’t anything new about thinking strategy first, it’s just that the ROI on social media is very tricky. Nonetheless the checklist of questions he provides helps gets you prepared for uncharted territory.

Key takeaway: this checklist provides good guidelines, be honest with yourself and remember that no strategy is set in stone.

 

Lisa Barone of Outspoken Media says that before you get your feet into social media it’s important to know who you are and what you stand for.

There are a lot of companies helping clients navigate their way through ‘social media’ waters and they all suggest the same things: start by listening (who’s talking), define the outcome (what do you want to accomplish?), pick your spots (where is your audience), promote (spread your message), nurture (build community) and knowing what the score is (metrics).

Key takeaway: Ask yourself , how you choose to behave is telling of what your strategy should be.

argues that following ‘best practices’ in SEO delivers no competitive advantage in internet marketing.

While I agree with his point that best practices become ‘they way things are done’, he doesn’t really provide any specific alternatives other than just be creative.

What exactly is radical SEO?

To build on his argument I think that, while SEO helps determine search engine positions, the game has shifted to social networks such as Twitter, Facebook and LinkedIn. People are now using socnets to find the things they’re looking for, they provide trust from peers, immediacy and relevancy in ways that search results cannot.

Key takeaway: Optimize your website taking into account ‘best practices’ but also optimize for social media. The game has changed and the field of play has shifted to social properties where you yield greater influence.

 

Brands come and go, only the one’s that go from the edge to the mainstream and back stay relevant argues the branding firm BlackCoffe through a graphic.

Key takeaway: staying relevant depends on being able to go from the edge to the mainstream and back to edge. It’s a process of reinvention. How are you reinventing your brand? What activities are you doing so your brand stays relevant?

 

“A social business is one that has products and services but prioritizes connecting with people, and facilitating connections between people, in an environment that is conducive to the company’s success.”

Designing your organization to be social is nothing new, in one way or another all businesses have been social, the only difference now is that connecting organizations with customers through the internet has shown that being social has it rewards. Customers loyalty, intimacy and creating a complete brand experience where your customer is at the center is what ‘being social’ really means.

Key takeaway: understand that ‘being social’ is just jargon for being customer focused. Master the tools that let you be even more customer focused and use them to your advantage.

 

On what days are user more likely to click on your posted links on Facebook?

Marketing firm Virtue says 10% of the time on Tuesdays and Wednesdays, and 9% of the time on Mondays, with much lower rates later in the week.

Key takeaway: Take this with a grain of salt, I suggest to test it out. Focus on publishing more content on these days and then check the fan page analytics for results.

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