Comments on: Increase Customer Loyalty Through Social Media http://www.kristinaevey.com/customer-service/increase-customer-loyalty-through-social-media/ Improving Customer Service & Training Fri, 06 Jan 2012 08:01:12 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Who’s teaching who, why Social Media must be business today? « Braiding Your Brand Virtually http://www.kristinaevey.com/customer-service/increase-customer-loyalty-through-social-media/comment-page-1/#comment-473 Who’s teaching who, why Social Media must be business today? « Braiding Your Brand Virtually Tue, 01 Jun 2010 17:32:38 +0000 http://www.kristinaevey.com/?p=167#comment-473 [...] If you are managing your Social Media properly, you want to be aware of claims about your company at all times.  Yet, if you’re not and you do not have a presence on the web, you may never know what was even said and you will not be able to use your anti bullying techniques.  This could become a big problem because if you’re not there to discuss or rebuke the claims, the person who posting the information will be perceived as accurate, even if they’re not.  That reminds me of listening to a radio interview years ago with an accountant and when someone asked how to prepare for an upcoming IRS audit, the first thing the accountant said was, “If it’s written,  it’s right, even if it’s wrong and if it’s not written, it’s wrong, even if it’s right.” Now he wasn’t implying that the person that they should lie to the IRS but it is a great description as to how things written may be perceived.  So if something bad is stated and you’re not there to address, explain or correct it, it will likely be considered as fact, even if it’s not.  What is interesting is that some of the best referrals in business today start from a negative experience.  This occurs because what is more important than the negative experience is how it was handled and rectified.  [...] [...] If you are managing your Social Media properly, you want to be aware of claims about your company at all times.  Yet, if you’re not and you do not have a presence on the web, you may never know what was even said and you will not be able to use your anti bullying techniques.  This could become a big problem because if you’re not there to discuss or rebuke the claims, the person who posting the information will be perceived as accurate, even if they’re not.  That reminds me of listening to a radio interview years ago with an accountant and when someone asked how to prepare for an upcoming IRS audit, the first thing the accountant said was, “If it’s written,  it’s right, even if it’s wrong and if it’s not written, it’s wrong, even if it’s right.” Now he wasn’t implying that the person that they should lie to the IRS but it is a great description as to how things written may be perceived.  So if something bad is stated and you’re not there to address, explain or correct it, it will likely be considered as fact, even if it’s not.  What is interesting is that some of the best referrals in business today start from a negative experience.  This occurs because what is more important than the negative experience is how it was handled and rectified.  [...]

]]> By: Barry Dalton http://www.kristinaevey.com/customer-service/increase-customer-loyalty-through-social-media/comment-page-1/#comment-214 Barry Dalton Tue, 17 Nov 2009 18:19:59 +0000 http://www.kristinaevey.com/?p=167#comment-214 ahh...power to the people! I love hearing stories like this. Its reactionary, but its important to note that we're all going to screw up sometime. If we show a true desire to fix the screw up, that is definitely putting us on the road to stronger customer connections. SMB's should take note. In the enterprise world, the challenge will be how to scale social CRM (which is what we're talking about here) and how do we build a social architecture that allows for sustainable, structural change in business models. If I had the answer to that, I might be bigger than Chirs Brogan :) thanks! ahh…power to the people! I love hearing stories like this. Its reactionary, but its important to note that we’re all going to screw up sometime. If we show a true desire to fix the screw up, that is definitely putting us on the road to stronger customer connections.

SMB’s should take note. In the enterprise world, the challenge will be how to scale social CRM (which is what we’re talking about here) and how do we build a social architecture that allows for sustainable, structural change in business models. If I had the answer to that, I might be bigger than Chirs Brogan :) thanks!

]]>