The Importance Of Customer Service To Your Freelance BusinessWhether you are a freelancer or work internally you have customers. If you have customers you need to read this blog post. We all need a reminder that customers service is a skill. Naturally some are more inclined others will have to b... more Whether you are a freelancer or work internally you have customers. If you have customers you need to read this blog post. We all need a reminder that customers service is a skill. Naturally some are more inclined others will have to be aware of behaviors that might be stunting the growth of our business and careers. Yes @DannyBrown we need more social media case studies / + a quick thought"The reason I ask is simple. We all hear about the social media success stories, but they’re usually the same companies (JetBlue, Zappos, Dell) or the same practices (marketing, PR, customer service). And while they’re great exampl... more"The reason I ask is simple. We all hear about the social media success stories, but they’re usually the same companies (JetBlue, Zappos, Dell) or the same practices (marketing, PR, customer service). And while they’re great examples, there’s much more to it than this."
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I think part of the reason the volume in the social echo chamber seems so loud at times is part of what Brown alludes to. So many of us are recycling the same ol' same ol'. I think a lot of us get the "authentic" and "transparency" stuff.
That made me think about where I've been spending a lot of time recently.
What I'm seeing clients challenged with is figuring out how to synchronize things -- especially as communication continues to take on more real-time traits. Never [that I can remember] has customer service, marketing and HR had to be so finely tuned to tell your company's story. And look no further than the conversations t BIGresearch study: Word-of-Mouth happens 71% of the time after online searchesNot surprising to a lot of you. I think this is more evidence that builds the case that "influence" trumps reach. I'm not discounting "reach" but I think what's important is the quality of that conversation or recommendation. In other ... moreNot surprising to a lot of you. I think this is more evidence that builds the case that "influence" trumps reach. I'm not discounting "reach" but I think what's important is the quality of that conversation or recommendation. In other words, I'll take quality over quantity when it comes to advice. That's magnified when advice is tied to your wallet. Pete Blackshaw thinks marketing needs a refresh on the fundamentals"We're embracing things as though they are bold new concepts when in fact they are as foundational to marketing as a selling line. We're dissing fundamentals."
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But I'm not sure about his take on the silence around "trust" -- i ... more"We're embracing things as though they are bold new concepts when in fact they are as foundational to marketing as a selling line. We're dissing fundamentals."
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But I'm not sure about his take on the silence around "trust" -- i almost hear that too much. The WSJ reports on @Forrester's E-Commerce data + how internet/mobile combo will influence salesThere's still very few examples of companies nailing pre-purchase influence with the internet and mobile combo. Niche communities are progressing, but once we exit those environments, there's a big drop off in touch points as we enter ... moreThere's still very few examples of companies nailing pre-purchase influence with the internet and mobile combo. Niche communities are progressing, but once we exit those environments, there's a big drop off in touch points as we enter the physical world.
A lot of times brick-and-mortar employees have little knowledge of their own company's online footprint, much less strategy.
Throw in the lack of CRM connectivity across most businesses and it's no wonder that some retailers can reach my inbox but can't find my customer record when I'm at the cash register.
And on the mobile front, the iPhone app rush no doubt helps foster a sticky brand experience, but the open nature of future app stores will steal the sole limelight from iPhone apps and move it back to a broader industry level --- smart and connected devices. 3 trends shaping 2010Real time search, mobile web and advertising, social media. No real surprise for those of us in the trenches
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