Using Social Media For Customer Service

Social media has many uses for business marketing however, it can be  a very powerful voice for customer service. Virtually everyone uses social media in one form or another and as such a dissatisfied customer can very quickly and easily give your firm a bad review that can spread like wildfire. On the other hand, a good review can really help your business’s reputation which in turn can lead to new clients. This is why it is important to monitor the social media platforms you are using for your business, it is no good setting up accounts and posting now and again and then not bothering to interact or engage with your followers or even worse, just posting continual sales pitches. Of course you can use it for the occasional sales pitch but followers want more, they want information, discussion and a bit of fun as well. It does require a degree of dedication and if you can’t do this yourself, you should delegate this task to someone who will be diligent, interact with followers in a fair and non-judgmental way and flag up or solve any issues that might arise. As with any customer service, it is important to address problems as soon as they arise. Similarly, thanking those who give praise is also appreciated.  So, if you thought social media was just another marketing tool, think again, use it to promote your good customer service.

With the modern man attached to his smartphone at the thumb, today’s consumers often look to social media as the go-to route for customer service interactions with brands around the world.

Additionally, there’s a greater incentive for brands to satisfy needs and fix problems expressed on social. An irate traveler in an airport only influences other irate travelers. An irate, inconvenienced traveler on social media influences their followers – and potentially many more.

Personally, I now default to seeking support and service first on social media. Often, these interactions begin when I hear two of the most inconvenient words in any language:

“Flight Cancelled.”

These words imply all sorts of misery: long lines, angry travelers, overbooked alternate flights, missed connections and hours on the phone with airline customer service. Except not anymore.

On a recent trip, my wife and I experienced the dreaded cancellation, and all 150 to 200 people from our flight were told to go to the main customer service desk for rebooking. Anxiously waiting in line, I started tweeting at the airline.

There was no Twitter version of a phone tree, no time being put on hold. Within minutes, a person (indicated by a signature like this at the end of their tweets: “^LC”) got back to me. The representative requested I follow their account so we could discuss flight information via Direct Message instead of by publicly tweeting.

Less than 10 minutes after the initial cancellation, I had our rebooking – all via Twitter. We were still 20 to 30 minutes from the front of the line at customer service, and most of the people in front of me were on the phone – on-hold – with the airline.

The best part? We were rebooked on a plane departing within 15 minutes. If we’d waited on traditional customer service options, the flight would have been long-gone.

Traditional service options would have left me a frustrated, stranded traveler. I would have hours to tweet snarky comments about the airline. Instead, it had a satisfied customer – already on Twitter, ready to share my experience. Click here to read on

Further information

When social media doesn’t work

The top 7 social media trends of 2014

Audit Your PPC Campaign For Maximum Effect

Pay per click can be a very useful tool in your online marketing armoury and there are many ways to make use of it. It can be used particularly well when targeting local markets and also for launching new lines. Selecting the keywords is one of the most important aspects when planning a PPC campaign. Choosing the right keywords will mean the difference between success and failure so doing enough research to give you a good spread is vital. Once you have your keywords, writing an eye catching advert is next on the list. As with any advertising, make sure that your advert sounds inviting and that it is relevant to the products or services you are selling. Having a PPC campaign is all well and good, however, it is quite important to look at how it is doing and to analyse data and results so that you can see what is working and what is not. This will allow you to change things that are not working and streamline your campaign. It can be a very economical method of marketing when done well, so read on to find out how to audit your pay per click campaign.

Whether you’re building your own PPC campaigns or working with a PPC vendor or agency, it’s important for business owners to understand how to evaluate their AdWords campaigns. To help you ensure you’re getting the most out of your campaign, and provide some guidelines to assess your efforts, here are the six most important steps of conducting a PPC audit:

Campaign Structure

A well-structured campaign enables you customize ad copy, landing pages, keywords and bid strategy to effectively reach each segment of your target demographic. Campaigns should be differentiated based on service lines, products or current promotional activity. Utilize ad groups to further narrow down groupings within those segments. Separate out an ad group for “blue shoes” so that you know you won’t be targeting people searching for “red shoes”.

Keywords and Negative Keywords

Use your search details report to discover expansion opportunities or cut words that are not converting as well you’d like. Create new ad groups and expand your account or build your negative keywords list to ensure that your ads don’t show for irrelevant searches. Are there some keywords that perform much better than others? Make bid adjustments to increase your chances of appearing on the first page for these words more frequently.

Examine Ad Copy

In Google, you can use the Ad Preview Tool to see if your ads are showing up for the keywords you are bidding on, in your targeted locations. If you are happy with the position of your ads, take a look at your ad copy and see which versions of your ads get the most clicks and conversions. Swap out ad copy that isn’t as enticing or contains outdated promotional text for newer versions.

Location targeting settings

Pull a geographic report to determine if there are new areas to expand into and where you should limit spend. If you’re spending a lot of money in areas where there are no conversions, it might be time to pull out of that location and reallocate your budget to an area with higher conversion rates.
Read more at http://www.business2community.com/online-marketing/6-tips-auditing-businesss-ppc-campaigns-0939073#t5IeddhPYrTIfhEv.99

Further information

10 ways to get the most out from ppc

Mobile ppc tips and tricks

Getting your blog to speak volumes

We are always encouraging you to blog and to use only great content for your blog, however, you also need to optimize that content for your blog. This can be a source of great stress for some people and it can be very confusing deciding what keywords to use, how to use them, how many to use, where to place them and so the list goes on. Keywords are important and so is choosing the right ones. There can be many ways to describe something so that you can really mix your keywords up, for example, if you have an accountancy firm, you can make use of keywords such as: accountants, accountancy, accounts and accounting. You can also make use of associated terms like bookkeeping, tax returns, corporation tax, VAT and so on. If you wish to push for  more local business, using geographical terms along with the keywords will help potential customers in your region find you. Your blog is not just about promoting your business, it is about sharing information, news, tips, advice or whatever is relevant to your sector and engaging with your visitors. Here are some great tips to help you write you blog, get it noticed and keep the search engines happy to boot!

Search Engine Optimization (SEO) is on everyone’s lips all of the time. It is wonderful if you can write a blog article that uses sophisticated language, exciting language, and beautiful grammar and punctuation. However, it is also critical that it is optimized for the search engines. After all, people need to be able to find you.

Your approach to optimization

Sometimes, when it comes to writing, the hardest part is coming up with the first sentence. Once you have been able to come up with that first sentence, you just have to put one foot in front of the other after that and keep writing. If a blank piece of paper gives you a great deal of anxiety, you may want to create an outline from which to work or perhaps a template will work well for your blog articles. You understand that you need to blog. Not only because everyone else is doing it and their businesses are thriving but because you need to do it for the sake of your own business.

Creating a template for your blog articles

Whether you create a template for your blog articles or you get someone else to do it for you, the point is that it will make your life a whole lot easier and there is absolutely no reason why you shouldn’t do it. The SEO part of it (no matter what anyone else says) is extremely important and always will be. So, now all you have to do is follow some pretty straightforward, simple tips that will help you tremendously. If your blog articles are optimized, you will rank higher on the search engine pages and you will be noticed much more readily online.

  • Keywords first: Your keywords and key phrases are extremely important. If you have strategically placed keywords that yield the results that you are hoping for, you will be able to accomplish all sorts of great things.
  • Pay strict attention to the size of your blog posts: Your blog posts should be between 500 and 1,000 words (although closer to 500 than 1,000). Too short isn’t good and too long will cause your readers to give up on your post. Of course, you shouldn’t worry if your blog posts end up being longer than you thought they would be.
  • Always include anchor text terms: Anchor text is a key phrase that hyperlinks to your website. The concept is that you are planting an “anchor” that is connected to your website. After all, once you have gotten the person to visit your website, you can woo them properly.

Read more at http://www.business2community.com/blogging/optimizing-blog-articles-seo-0937593#ZxI8fW3jv31tf1CD.99

Further information

What is off-page SEO and how to use it

SEO should not be held to an ROI target