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Posted on Thu, 10/27/2011 - 07:08 PM by
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But sometimes it’s a lot simpler than that. Sometimes, all it takes to win people over is being available and replying to customers when they say something to you. A recent study brings this point home, I think. In September, Maritz Research and evolve24 surveyed about 1,300 U.S. adults who had identified themselves as 1) frequent Twitter users who had 2) used Twitter to complain about a company they’ve done business with and 3) are at least 18 years old. Of the 1,300, only 29% said the company contacted them after the complaint tweet. But look how that 29% felt about being contacted.
Only 4% said they didn’t like it. More than 83% liked or loved being contacted after their complaint. If I told you there was an easy way to put a smile on the faces of 83% of customers who were previously unhappy, you’d do it, right? One other thing: If your customer base skews older, you darn well better listen when they talk to you on Twitter. From the same study, look at the expectations people have about being heard and how those expectations increase with each age group.
My point: Don’t make Twitter or Facebook (or insert the social networking sites you use as a business owner) any more complicated than they need to be. Be present where your customers are and be ready to reply when they have something to say to you — good or bad. If you can do more and do it well — go for it. But it’s okay to just use social media as a customer service post. You can download an executive summary of the Maritz/evolve24 poll on their website. Advertisement: FREE SEO Checklist Guide Book – DOWNLOAD NOW! This is a post from Matt McGee's blog, Small Business Search Marketing. Sometimes, A Simple (Social Media) Reply Is All It Takes MORE NEWS FROM SMALL BUSINESS SEMSBSM Flashback: May 2011For those of you who are new SBSM readers & subscribers, here’s a list of noteworthy posts you probably missed from one year ago. I try to put together a post like this each month to introduce new readers to old content that might be worth reading. Google’s Freshness Algorithm in ActionReal quick post here (I hope) about fresh content in Google’s search results. Background Google has been emphasizing fresh content in its search results for some time now. That link goes back to November 2011, and when I write on Search Engine Land about Google’s monthly search quality ... The Fallacy of Timing Blog Posts & Social Media UpdatesStudies that claim to tell you when the best time to publish a blog post or share content socially are, in my opinion, mostly a load of crap. One Month Away: Local University – Advanced! – in SeattleWe’re exactly a month away from what should be a terrific day of local search marketing information! 8 Common Twitter Questions from Small Business OwnersConfession: I’ve spent more time doing social media marketing in the past three years than doing local SEO/marketing. (Maybe that’s why my GetListed.org Local University friends put me on the social media “beat.”) RELATED SMALL BUSINESS NEWSWhat If Your Customers Could Talk to Your CRMI spend a lot of time talking to and about the stuff that we do to make it work now. So sometimes it’s a real treat to get to talk to someone that’s so far out ahead of most of us in their thinking that you pretty much just listen with your mouth open when they talk. (I would put my conversati... Who Doesn’t Need Great Free Stuff?Next week is National Small Business Week in the United States and to help celebrate all things small business I’m holding a live webcast where, among other things, I’m going to give a number of lucky participants some awesome business tools like: A copy of Premise Landing Page Softwa... 5 Reasons Why Landing Pages Are a MustOnline marketers have used the term “landing page” for many years to describe a sales tactic focused on getting people to take one, specific action. Today, landing pages have simply become a required element in the marketing toolbox for every imaginable business, including local brick and mort... Your ValueElectricity is free, but we pay energy companies to harness it. Water is free, but we pay for the privilege of filtering. Air is free, but we pay for the solution of conditioning it for summers in our homes. Natural gas is free, but we pay for the importance of safety in its use. Oil is free, but we... 13 Questions That Will Lead You To Your Perfect Marketing StrategyPlenty of startups try to determine the perfect business model to take to market only to find that the market doesn’t need, want or understand what they are presenting. The fact is most books or courses on business models take this into consideration by suggesting trial and error scenarios and m... |
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I think sometimes we make social media marketing too complicated. We have to promote our products on Twitter. What’s our Klout score? We need to get people to interact with us on Facebook. What’s EdgeRank all about? And so on…. 
