Episode 152 – Show Customers that You Care

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 A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

 

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The Socially Supportive Podcast is part of the C-Suite Radio Network

Announcements:

“Why doesn’t Facebook have a customer service number I can call with problems?” The answer is simple. You’re Facebook’s product, not their customer. Your data and online activity is what you’re providing. Facebook’s customer is the company paying millions a year to show you things on your Facebook or Instagram newsfeed.” – Matthew Kaskavitch

Book of the Day: Never Lose A Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days – Joey Coleman

Show Customers that You Care

  1. Listen
    • People want to
      • Be known
      • Be loved
    • Listening shows that you care about how they feel and what they have to say
  2. Be Honest
    • Without honesty, there is no relationship
    • The whole point of social media is to cultivate a good relationship with your customer
    • Customers who feel they’ve been lied to tend to withdraw, which equates to churn and lack of loyalty
  3. Be Fair
    • Just because you can, doesn’t mean you should
    • As discussed on Episode 146 – Response Equality on Social Customer Care, social psychology theories suggest fair allocation of a resource should be consistent with at least one of the three principles of distributive justice:
      • Equality
      • Equity
      • Need
  4. Be Nice
    • Show respect for:
      • Your customers
      • Your planet
      • Your fellow human
      • Humanity
    • Take the high road, even when others don’t
  5. Be There
    • Clearly indicate
      • Where you serve
      • Who you serve
      • When you serve
      • How to receive that service
    • Keep your word once these are set
    • Have a crisis plan for when things go wrong

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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