Posts tagged social customer care
How To Turn Mediocre Customers Into Powerful Brand Advocates [SMMW18 Recap #3]

Many businesses are struggling to create a strong, seamless customer experience. Shama shared stories of how brands can utilize their existing audience to create powerful brand advocates. This week, I bring you FOUR Takeaways from How To Turn Mediocre Customers Into Powerful Brand Advocates brought to by Shama Hyder.

1. “Yesterday’s Corner Office Has Shifted” Think of this - where do you get your first impression of a business these days? Online, right? You are defined by what people find online about your business. These days it doesn’t take someone getting through 4 different people when they call a business to inflict change. Access is so much simpler these days so you as a business have a responsibility to acknowledge what the customers are saying.

2. As a business, how can you build trust and be more accessible? You need to understand the modern customer first. So, what is the modern customer?
- The modern customer has higher expectations.
- The modern customer expects their experience to be friction-less.

The opportunities for businesses to get a message out there into the world is endless. We have more connected consumers now than we’ve ever had...so be sure you keep them in mind.


3. Attract, convert, transform - Shama mentions that being proactive and building positive attention is important before you convert them. How do you do this? Be present online.  Show your customers that you’re there and you are listening to them.

So now you have a lot of customers and they are happy. Turn the happy customers into evangelists. Have events. Shama provided an example of Chase Bank having a Chase for Business event that served their customers, brought people face-to-face and allowed people to spread the Chase brand to their connections.

How do you convert those who don’t love your brand? Through customer care and crisis communication (I talked about this on last week's podcast). Don’t take yourself too seriously and respond without the stuffiness that is customer care of the Past.

She insists you have a strategy on how to respond to messages online...Whether it be via private message, secured chat exchange or an offline call make sure there’s a plan. It will improve your image with customers.  

4. “People are the media” - Yes, that’s right. WE, the people, are the media and businesses can leverage us to build their brand. Shama recommends if people are your focus and you’re paying attention to the people, you’ll be set.

Want more of these recaps, well you're in luck, there will be more as I listen to more! Tweet with me if you want to hear about something specific. 

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Messenger Marketing Is On Fire - Is It Right For My Business?

I talked about chatbots in January, and well, after talking to many SMMW18 attendees and listening to the keynote panel from ManyChat and ChatFuel, it is confirmed that Messenger Marketing is here to stay! 

If you’re reading this post, I hope it's because you still have questions about chatbots and you're quietly wondering: 

Will it help me to actually sell more?

What if my customers aren’t on Messenger?

What is the point of a chatbot - I thought we needed to be more human?

Social media changes quickly, it's important to remain ahead of the curve. You may find that a chatbot does not serve your customers, that's fine. What if it saved you some time and money in the grand scheme of running your business day-to-day? What if it added an element to your brand that providing some valuable peer-to-peer marketing. 

I'm here to give you more info on why I think Messenger Marketing is good for business!

First...the stats. Don't think people are using Facebook Messenger? Well, 1.3 billion people will tell you differently. This number is on the rise and that's not the number of users... That means ACTIVE users.

Just about every industry is represented on Facebook Messenger so it's important to start thinking about your strategy - whether it be real estate, education, manufacturing, etc.

Need more proof? According to recent data, 2 billion (yes..BILLION!) messages are being sent from people to businesses each month! This is a sign that people are using Facebook chat conversations to communicate with the brands they love - or maybe they have a customer issue, either way they are communicating via chat.

Remember the KNOW, LIKE, TRUST factor that is mentioned all the time? Well here’s another stat for you - 53% of people who message businesses say they are more than likely to shop with a business if they can reach them on Messenger.

Imagine this scenario… once they’ve gotten used to sending a message to a business in Messenger, they’re probably going to like it (or love it!). Email? Call? Maybe some people will still do this… but messaging a business turns out to be more convenient.

As of last month, Manychat (a leading chatbot builder) said that "there are over 100,000 monthly active chatbots on Messenger." Are you still curious if Messenger Marketing is right for your business?

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Messenger, as a means to communicate, is exploding in popularity - businesses both small to large are thinking about how to integrate this into their digital strategy. Click to tweet this.

If you want to get started with Messenger Marketing, schedule a free call with me and we’ll define how to implement a bot for your business.